Contact Data Augmentation
Supported data append and augmentation providers can help pre-populate new contact data and augment existing contact data with information in the cloud
THE SMARTER WAY TO COLLECT DATA
Bright Pattern and data providers such as The Data Group and NextCaller work together to fill in the blanks on your contact cards. Using data augmentation, your existing contacts are identified and matched with additional data already freely available on the web (e.g., phone numbers, addresses, email addresses, Facebook profile URLs, etc.). Through our integration with data providers, our contact center solution is able to offer such supplementary data to agents, directly on the Agent Desktop.
UPDATE RECORDS EXPEDITIOUSLY
By pre-populating new contact data and appending existing contact data, augmentation expedites the process of updating records. Instead of collecting information from customers, agents can instead augment their customers’ records with new information from data providers, and ask the customers to confirm that the information is correct. Augmenting a contact card involves just a few clicks: Edit, Augment, and OK.
TYPE LESS, TALK MORE
Implemented in the Agent Desktop application’s Contacts section, augmentation is useful for anyone who handles interactions and talks to people regularly. Augmentation saves time for agents, allowing them to focus on other aspects of their customers’ needs. In addition, the information delivered by data providers is accurate and relevant, sparing customers the effort of having to explain new addresses or phone numbers.
HIGHLIGHTS
- Pre-populate new contact data with data from NextCaller and The Data Group
- Augment existing contact data with information in the cloud
- Automate the process of gathering contact details
- Free up agents to focus more on other interaction details
LEARN MORE ABOUT CONTACT & CASE MANAGEMENT
Agents can talk to a person irrespective of the channel or combination of channels used. Calls, chats, and emails can come and go, and the conversation continues
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When a call is dropped, a redial will bring a customer back to the same agent who handled the call. When a customer calls the next day, the customer can start by referring to the email they sent earlier
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At-a-glance communication history gives agents detailed information about customers, such as the time of the last interaction, transcripts, and notes from agents who handled them
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If a contact is present in a linked CRM, the local contact is created automatically and linked to the source
[/bsf-info-box][bsf-info-box icon=”Defaults-archive” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”CUSTOMER COMMUNICATIONS HISTORY AT A GLANCE” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fcustomer-communication-history-at-a-glance%2F|title:Customer%20Communication%20History%20At%20a%20Glance||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]
A customer’s complete communication history is organized into cases, which are either open or closed. Open cases show agents the customer’s latest activity in its context
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Supported data append and augmentation providers can help pre-populate new contact data and augment existing contact data with information in the cloud
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BRIGHT PATTERN CALL CENTER SOFTWARE
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We are happy to answer questions, discuss specific workflows and requirements on a live presentation online, describe core benefits, or set up a pilot project to trial our applications without paying any license fees. Let Bright Pattern’s call center solution help you change the pattern of customer service
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