Web-Based Agent Desktop

Bright Pattern’s omnichannel Agent Desktop helps businesses provide effortless customer service on the channels that customers prefer. The omnichannel Agent Deskttop allows the agent to view the entire customer conversation across all channels—including phone, chat, text, bots, email, and social messengers—in a single browser window. Agents can also switch between channels (e.g., chat to text) during the conversation to best communicate on the customer’s channel of choice.

A web-based Agent Desktop allows contact center agents to interact with customers from any web browser—only a high-speed Internet connection and a headset are required. Talk and chat using your choice of phone (e.g., built-in softphone, SIP phone, WebRTC, DID, or dial-out with the line open) to cost effectively deploy a cloud-based contact center.

IMPROVE AGENT EFFICIENCY AND EFFECTIVENESS

The unified Agent Desktop enables agent efficiency and effectiveness by providing a single omnichannel desktop view of the customer’s journey—both the customer’s current journey and previous activities. Because all journey interactions are presented in a single browser window, agents do not need to waste time asking customers to repeat themselves. They are freed of the need to toggle between screens and can instead focus on what matters most—building strong customer relationships. Agent Desktop also places all tools and functions at the agent’s fingertips in a single window, allowing agents to conduct an omnichannel customer conversation while reviewing customer cases and managing contact and customer history.

DELIVER EFFORTLESS CUSTOMER EXPERIENCES

Enable a consistent omnichannel customer experience by providing a single seamless conversation across all channels with context carried from one channel to another. Because contact center agents can see each step in a customer’s journey, as well as the customer’s lifetime interaction history, customers are not required to repeat information. This allows them to quickly and efficiently respond to customers, reducing effort and quickly resolving inquiries across all channels.

DIFFERENTIATE WITH PERSONALIZED, CONTEXTUAL INTERACTIONS

Enable contact center agents to easily view all customer history, cases, and interactions. Agent Desktop delivers automatic identification and activity history. When an interaction on any channel comes in, customer information is popped to the agent’s screen, allowing the agent to know who the customer is and why they are calling. Known contact and case information can be screen-popped to the agent’s screen as well, helping the agent review the customer’s previous interactions and personalizing the customer conversation. Agents have at their fingertips the full customer context to deliver a personalized customer experience.  

AI-POWERED AGENT DESKTOP

AI with sentiment analysis across each channel allows agents and supervisors to quickly identify problematic conversations so they can focus on resolving issues and consistently deliver high-quality service. During any conversation, a happy, neutral, or angry face icon provides an instant snapshot of the customer experience. This capability also allows employees to understand a customer’s overall journey, so they can take actions to ensure customer satisfaction.

Best-of-Breed AI from Amazon Web Services, Google, IBM Watson, and others is also available to empower and assist agents to respond to customer requests using Natural Language Processing and provide AI-suggested responses via chat, text, or social messenger channels.

PROVIDE ACCURATE AUTOMATED RESPONSES—WITH A HUMAN TOUCH

AI-assisted suggestions from integrated chatbots power responses that are accurate and consistent across all channels. Rich Knowledge Base content populated with company-approved replies and templates assures accuracy. Bots can hand off the conversation to agents whenever necessary, with full interaction context. This allows for seamless omnichannel automation with a human touch.

POWERFUL MANAGEMENT DASHBOARD

Bright Pattern’s Agent Desktop Dashboard displays at-a-glance metrics for you and your team, helping you to meet team goals faster. Monitor progress around key metrics such as CSAT, FCR, NPS, or sentiment. Automated Quality Management features help supervisors to monitor their team’s calls and interactions, provide help during conversations, and review transcripts and recordings to evaluate and boost agent and team performance.