What is Oracle Service Cloud?
Oracle Service Cloud is a cloud-based customer relationship management application that allows organizations to keep track of customer information and deliver that information to the fingertips of employees and agents. Oracle Service Cloud assists call centers in providing customer information to the agent’s fingertips, improving the efficiency and customer satisfaction of your business’s call center operations.
Oracle CRM Integrations for Omnichannel Call Center Software
Bright Pattern’s call center software integrates with Oracle CRM to improve customer service in the contact center. Integrating Oracle’s capabilities with Bright Pattern’s contact center software will ensure that your business can build personalized customer relationships that improve customer loyalty and customer satisfaction.
Bright Patterns Integration with Oracle Service Cloud
Bright Pattern integrates with Oracle Service
- Voice and Phone Calls
- Video Calling
- SMS and Text Messaging
- Mobile App Communication
- Web Chat
- Live Chats
- Messenger Apps
- Social Media
Multichannel Contact Center vs. Omnichannel Contact Centers
A multichannel contact center and an omnichannel contact center are similar in that they both allow businesses to utilize various digital channels to communicate with their customers. However, multichannel differs from omnichannel in how smooth the customer journey is.
A multichannel offering covers some of the same service channels as an omnichannel, ranging from traditional to digital channels. However, a multichannel contact center doesn’t allow the conversation to switch between the channels smoothly. Customers who want to interact on another channel need to disconnect from the current interactions and reopen the interaction on another one, often going through a different live agent than the previous one. This means customers must repeat themselves, resulting in a disjointed customer experience. A multichannel offering frequently also consists of separate, bolted-on systems that are disjointed from one another,
An omnichannel approach eliminates friction in a customer journey by allowing customers to seamlessly switch between channels while the conversation context is saved and followed by the agent. Your business can communicate with customers on their preferred channel, helping you consistently meet customer preferences. For example, a customer interaction can start on a web chat on the website. This inbound interaction can then be switched to another one of the customer’s preferred channels. Customer service agents can change the web chat conversation into a text message conversation, allowing the customer to begin texting the agent while the customer history of the discussion is still at the agent’s fingertips.
Benefits of Omnichannel Customer Experience
Providing an omnichannel customer experience is one of the best ways to boost customer satisfaction and exceed customer expectations. Providing omnichannel customer service offers a vast number of benefits for your business. Here are some of the benefits of implementing omnichannel communications and delivering omnichannel experiences to customers:
- Delivering omnichannel experiences means customers get a personalized experience that allows for quick and efficient channel switching.
- Grow your business to adapt to new channels that enter the digital CX space, including messenger apps, web chat, and more.
- Improve customer satisfaction by meeting them on the channels they want to utilize to connect with your business.
- Improving workforce management through specialization of agents and improving the way agents can follow the customer’s journey with your contact center
Why Clients Choose Bright Pattern
Cloud Based Omnichannel CRM Solution
The Bright Pattern omnichannel call center solution and Oracle Service Cloud call center integration brings together one of the industry’s leading CRM solutions with the most advanced contact center software available in the marketplace.
Unified Agent Desktop
The Bright Pattern Oracle Service cloud call center integration supports search, identification, and screen pop functionality, as well as creating Oracle Service Cloud items based on interaction data.
AI and Bots
Our Oracle Service Cloud call center integration also provides powerful artificial intelligence (AI) and bot solutions to give agents and customers enhanced automation to speed up time to resolution and improve the customer experience.
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Advanced Omnichannel Routing in Your Cloud Contact Center
Advanced interaction and call routing is a necessity in omnichannel contact centers. Implementing advanced routing allows businesses to streamline customer communication with the contact center. It can also create a consistent experience when customers are routed to different channels within the same customer journey. Your contact center providers need in their platform advanced ACD algorithms to help drive conversations to the right resource. Directing the customer to the right resource quickly and effectively across any channel is excellent for delivering great CX and keeping customers happy.
Quality Management in an Omnichannel Cloud Contact Center
Quality management in a contact center can often be complex for many businesses, especially those that support several channels and allow customers to connect on a wide range of digital channels. Traditionally, many companies utilize sampling, meaning supervisors only review a small portion of conversations, usually on one channel, for quality management. This leaves many gaps in knowledge, leaving many interactions in the contact center unreviewed and missing areas of improvement. With omnichannel quality management in contact center solutions, businesses can monitor 100% of all interactions on all channels in real-time, giving supervisors in the contact center a birds-eye view of how their operations are doing. With Bright Pattern’s Omni QM platform, supervisors can view the metrics and KPIs of their contact center and get a comprehensive view of CX operations by being able to monitor 100% of all interactions on all channels. This allows them to optimize the customer journey, improve customer engagement, and improve customer retention by identifying areas of improvement.
Real-Time Interaction Intervention
One of the unique features of having an omnichannel quality management platform with built-in AI and sentiment detection is real-time analytics. This, in turn, means that through sentiment and text analysis, AI can detect negative interactions in real-time. These negative interactions detected can then be routed to a retention specialist, who can salvage the interaction. The interaction and customer information recording is then sent to a supervisor, who can review them and retrain the agent accurately.
Use cases like this highlight the possibility of an omnichannel quality management platform, as on Omni QM with AI integrations, supervisors can prevent any lousy interaction from being unseen and gain a comprehensive real-time view of the contact center.
True Omnichannel Routing
Bright Pattern’s advanced omnichannel call center solution allows companies to deliver a rich and personal solution for contact centers that can be easily implemented. With all communication channels for agents and customers included natively, there are no disparate systems to worry about, and attention can be focused solely on the customer and productive agents.
Furthermore, Bright Pattern omnichannel routing technology allows you to create communication workflows based on the information contained in the Oracle call center solution. You can route inbound calls and contacts based on almost any information contained in the Oracle Service Cloud, including the value of the customer, the last agent that serviced the client, skill levels, and more.
Customizable for Any Customer Journey
The online customer journey can be customized to tailor specific use cases with the right platform. For example, with the Bright Pattern omnichannel contact center software, your supervisors and administrators can customize the customer journey map to serve specific customer service experiences, allowing your business to see tremendous customer success. This is done through Bright Pattern’s drag-and-drop Scenario Builder, which adds functionality to how your call center customizes the customer’s journey. The Scenario Builder provides plug-and-play APIs that help integrate your business phone system or communications within Bright Pattern’s omnichannel platform. This adds functionality and advanced technology to your CX experience. Help direct customers to customer support in a streamlined, efficient manner and break down silos in communication that may exist in a traditional multichannel solution.
Quality Management on Every Channel with Omni QM
Omni QM is Bright Pattern’s system of quality management that is fully omnichannel and allows supervisors to review 100% of all interactions on all channels. Omni QM is possible because Bright Pattern is fully omnichannel and built to be omnichannel from day one. Bright Pattern’s Omni QM technology allows a call center team to proactively monitor customer interactions in the contact center on all channels. Allow your team to monitor 100% of all interactions on all channels through powerful best-of-breed AI integrations and advanced analytics with a unified reporting dashboard. Bright Pattern makes it easy for your team to monitor channels like voice, email, video, live chat, SMS, messengers, and more to ensure that your teams deliver the best service possible.
Tips to Transition Your Contact Centers to an Omnichannel Contact Center Solution
Going from a multichannel contact center platform to an omnichannel CX platform can be easy and painless. There are some best practices for omnichannel contact centers that you should follow to ensure that the transition to an omnichannel solution is an easy and seamless experience for your business, agents, and customers. Here are the tips and best practices to implement your omnichannel strategy.
- Understand the Customer Journey
Understanding the customer journey in your contact center is the first step to implementing omnichannel effectively in your contact center. Every business and industry has different needs outside their contact center, and the customer needs for various industries vary. Because of this, one of the best ways to start implementing omnichannel is to figure out what channels customers use the most. Journey mapping is critical to ensure that all customer touchpoints that are the most critical are being met. This ensures that your contact center provides the right personalized experience that your customers are looking for and that your contact center is tailored to support these customers on their preferred channels. Once the most critical communication channels are established and working well, adding more channels on top should be easy and seamless, depending on the platform. This will ensure that the workflows built for your business are essential and tailored to your use case. - Identify the Top Channels
Implementing omnichannel and making the transition seamless starts with the top channels that your contact center supports. Channels like email, web chat, messenger apps, voice, and more are all utilized by customers, but figuring out the top channels is critical in implementing omnichannel and transitioning smoothly. Start with the top 3 channels that your contact center utilizes, and slowly add more channels over time as other channels become very established as part of the customer experience. - Implement a Cloud-Based Solution
Another aspect of implementing omnichannel centers for CX is ensuring the platform is hosted on the cloud rather than on-premise. In the modern digital age of communication, channels are rapidly evolving, with the emergence and increase in popularity of channels like messenger apps and social media. By hosting your platform on the cloud, your business can easily add new channels to the contact center, improving omnichannel customer service and keeping up with the changing customer needs. - Have an Effective Quality Management System in Place
An effective quality management system is necessary when implementing new channels as part of an omnichannel platform. This starts with a system to score agents and retrain them. It then moves on to implementing the right platform that can help your contact center detect negative interactions and have the tools to find them. Finally, figuring out what metrics your industry or use case most heavily relies on for better CX is critical in implementing effective quality management in your contact center. - Practical, Comprehensive Agent Training
Adding new channels and implementing an omnichannel cloud contact center means that agents must be trained to deliver customer service best. Omnichannel call centers support a wide range of traditional and digital channels, and providing an omnichannel customer experience can be daunting for agents. With the proper training in your omnichannel cloud contact centers, call center agents can better deliver a personalized experience for the customer while improving your call center’s employee experiences.
Providing Seamless Cross-Channel Experiences
Part of the beauty of an omnichannel platform is providing a seamless cross-channel experience. Allow customers to switch between any different number of channels effortlessly while the agent follows along with the full context of the conversation at their fingertips.
Providing a cross-channel experience makes for an incredible and modern customer journey that’s very high-tech, advanced, and personalized. By allowing customers to utilize any channel they want and switch between channels, customers can have more flexibility in communicating with your business, and your business can reach a larger audience. Providing a cross-channel experience also breaks down the silos between channels, removing any disjointed feelings the customer may have during their journey through multiple channels.
Integrating AI Into Your Call Cente
Integrating artificial intelligence into your contact center significantly boosts agents’ productivity while improving CX. Integrating AI allows call centers to utilize self-service options, like interactive voice response. With the power of natural language processing, or NLP, conversational AI can help guide the customer through self-service IVR menus. Through effective IVR systems, your customers can be directed to knowledge bases that can help them resolve their issues. When that option is exhausted, customers can be easily directed to live agents who will help them with their problems, no matter what channel they connect on.
Integrating Call Center Tools Into Your Contact Center
While having an omnichannel platform that supports all channels in a seamless customer journey is important, it’s also important to easily integrate other call center tools into your contact center platform. This means integrating workforce management tools, customer record management systems, AI, Microsoft products like Microsoft Teams, and more. This means finding a platform with open APIs that can easily integrate the tools you need to run a seamless, effective contact center operation.
Bright Pattern provides open APIs to help your call center integrate many tools and advanced technology into the platform, including open APIs for various record management systems, Microsoft Teams, workforce management solutions, best-of-breed AI, and more. Bright Pattern’s open API can also be integrated into your preferred record management system, allowing Bright Pattern to complement your existing solutions easily.
Using a CRM in an Omnichannel Call Center
A CRM integration in your omnichannel CX software is critical for providing seamless customer experiences while allowing the customer service agent to keep up with the customer journey. Keeping up with multiple channels in an omnichannel system requires an advanced record management system to track the customer journey.
With the right platform, integrating a comprehensive CRM is critical as it improves agent productivity and allows agents to improve customer service by keeping up with the conversation. A CRM integration delivers customer data to the fingertips of the agents, allowing them to keep up with the customer no matter which communication channel they are on. On the Bright Patterns platform, for example, customer data can pop up for the agent when customers engage with the call center, allowing live agents to catch up on the context of the conversation.
Bright Pattern’s Comprehensive CRM Integrations
Bright Pattern allows businesses to integrate any third-party CRM, including Salesforce, Zendesk, Microsoft Dynamics 365, and Oracle ServiceCloud. Bright Pattern can even integrate a natively built record management system, adding omnichannel cloud communication software to your existing CRM. Bright Pattern utilizes open APIs to integrate with many CRMs and can be custom-tailored to integrate with your existing CRM, making accessing a database easy and effective. Customer information can be delivered to the agent’s fingertips for a better customer experience.
Why Customer Journey Mapping is Important
Mapping the customer journey is important for an omnichannel contact center because, from doing that, you can get an idea of the most popular channels your customers utilize, as well as the typical journey of customers and the channels they switch between. By mapping the customer journey and figuring out which channels are the most popular, your business can create specially tailored customer journeys that best handle the customer’s issue efficiently and effectively. This, in turn, makes the contact center more efficient, helps empower agents, and moves the customer through the customer journey more seamlessly.
Customized Channel Flows for Common Customer Interactions
Customizing how the customer journey goes, from how channels are switched to the different options for changing from one channel to the next, creates a personalized yet efficient workflow that can help you deliver a better customer experience and get them through the customer journey more efficiently. Tailoring the customer experience to specific workflows makes contact center operations more streamlined and efficient, as agents can be trained thoroughly on the customer journey and know how to handle the interaction. It also leads to more efficient routing and use of queues, making contact center operations more effective and creating a more frictionless customer journey.
Bright Pattern features a robust Scenario Builder that tailors the customer journey to match any use case. It allows supervisors and administrators to develop workflows that perfectly match the customer journey and make it as efficient and smooth as possible for both the customer and the agent.
Improving Inbound Interactions With Self-Service
Inbound interactions are the main focal point of customer service for many businesses. As a result, many companies receive a ton of inbound interactions on different channels. Self-service can be implemented as part of the customer journey to help make the contact center more efficient while giving customers more options. However, this self-service needs to be a part of the customer journey and has many options for customers to seek other forms of assistance with the interaction. Depending on the technology in the platform, your business can provide personalized, effective self-service.
For example, your contact center can integrate AI and speech recognition with Bright Pattern to implement a powerful conversational IVR. Instead of needing to utilize a number pad on their phone, customers can use the power of their natural speech to navigate the menu, leading to a more personalized experience while being able to help the customer faster. Rather than having the customer wait for their options and enter the corresponding number, they can now use their natural voice to navigate the menu and get the assistance they need more quickly.
Providing Personalized Inbound Interactions Through Any Channel
Accepting inbound interactions through any channel is critical for a modern omnichannel contact center. This means channels like voice, email, text messaging, messenger apps, and more are required to be part of the contact center. However, inbound interactions should also be personalized to provide the best customer experience. Personalizing inbound interactions is done through integrating self-service, CRMs, and record management systems, training agents, and supporting the channels customers want to use. A customer should be able to switch between the channels seamlessly, personalizing the CX journey.
Looking Beyond the Contact Center - Omni-Enterprise CXTM
Implementing omnichannel in the contact center is great for a personalized, seamless customer journey. However, implementing omnichannel beyond the contact center is now possible. Extending the omnichannel experience beyond the contact center and into other departments within the company is now a possibility with Bright Pattern Mobile App.
Bright Pattern Mobile App puts the power of Bright Pattern’s agent desktop into the smartphones of employees and contact center agents. It is supported on both iOS and Android. Bright Pattern Mobile App allows agents and employees to connect with customers through their smartphones with a simple download and login. It supports both voice and text messaging. Notes can be taken within the mobile app during interactions, which are synced with Bright Pattern’s database to be accessed later on any device, whether a desktop computer or Bright Pattern Mobile App.
Bright Pattern Mobile App extends omnichannel capabilities outside the contact center by giving employees throughout the company access to powerful call center technology. This means employees in retail stores, more specialized departments, or in-field employees can all participate in the customer journey. Call center agents can utilize the Mobile App to communicate with employees in other departments of the company and bring these knowledge experts into the conversation. Furthermore, employees can use the mobile app to directly contact their clients, customers, and callers. This means that specialized knowledge workers can participate in the CX journey, breaking down organizational silos within the company and extending omnichannel capabilities to the whole company.
Additional Bright Pattern Features
- Built-in Quality Management
- CRM Integration
- True omnichannel
- Cloud-Based
- Automated Bot Conversations
- AI-Powered Agent Assistance
- Sentiment and Text Analysis
- Drag-and-Drop Scenario Builder
- Unified Agent Desktop
- WFO and WFM Integration
- Interactive Voice Response
- Click-to-Call, Click-to-Chat Capabilities
- Intelligent Routing
- Automatic Call Distribution (ACD)
- Call and Screen Recording
- All Digital Channels Supported
Powerful Integrations
Frequently Asked Questions
Bright Pattern’s CCaaS platform is one of the industry’s best cloud center software, and can integrate seamlessly with Oracle’s service cloud solutions through APIs. Because Bright Pattern is based on the cloud, your business can open an oracle contact center anywhere and provide a call center ondemand for customers.
Bright Pattern’s platform can integrate with the right Oracle CX product for your business, and allow your call center to provide the best Oracle Cloud CX service possible for customers. Power Oracle Service Cloud call center agents to deliver the best possible customer service by giving them access to customer information. Recruit Oracle Service Cloud call center agents from a wide geographic area, and unite them into one customer service team through Bright Pattern’s cloud platform.
Bright Pattern’s contact center platform is built to be adapted to any use case for any industry. Bright Pattern can open a contact center anywhere for industries around the world with custom use cases. Through the Scenario Builder in Bright Pattern’s platform, customize the customer journey for any use case.
Whether you run sales-focused outbound call centers that rely on predictive dialer or a customer service department that relies on IVR with queueing and the routing of traditional phone calls for marketing cloud applications, Bright Pattern and our capability overviews has all the features that your call center needs.
Omni QM is Bright Pattern’s quality management system that enables admins and call centers to monitor call center performance through a variety of key performance indicators, like uptime, first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT). Monitor 100% of interactions on all channels with Bright Pattern’s omnichannel platform. Ensure that the customer experience is exceptional on all channels, and all incoming calls or incoming messages are positive experiences for the customer.
Omni QM makes it easy for your call center admins to monitor the entire contact center from one unified dashboard. Omni QM also allows supervisors and admins to perform real-time intervention on any channel. For example, if a negative interaction is detected on any form of telecommunications or any channel of communication, admins can redirect the call to a retention specialist. The scripts of the conversation are saved for review and agent retraining. With Omni QM, make every experience, including the IVR experience, a great one.
Bright Pattern’s conversational platforms are omnichannel, meaning that agents and customers can have conversations on any channel, and switch the conversation between multiple channels. This includes digital channels like chatbot, SMS, and messenger apps, as well as traditional channels like voice and email.
Bright Pattern’s omnichannel capabilities are both inbound and outbound. For inbound interactions, callers can be routed to the right person, especially to an agent in an important role who is suited to help that specific issue. This interaction can take place on any channel and interactions can be transferred to specific departments over any channel. With the addition of an IVR system powered by natural language, analytics, and advanced algorithms, running an inbound call center can be an efficient, frictionless part of your business’s CX strategy. This reduces hold times, helps control call volumes, and increases ROI for your business.
For outbound interactions, Bright Pattern’s contact center solution utilizes an automated phone system and predictive dialers that can quickly dial and skip automated responses. Bright Pattern’s call center solution allows customers to callback as well on any channel, increasing satisfaction and leading to a positive customer experience. Bright Pattern’s outbound dialing capabilities can be utilized as part of your CX strategy, and power your outbound CX strategy to be efficient, yet personalized.