Bright Pattern’s cloud contact centre solution and call centre software integrates with Zendesk to deliver Zendesk capabilities to your call centre agents during their customer service interactions. With a Zendesk call centre, your customer service teams can have key customer information at the agents’ fingertips. Having a Zendesk contact centre that combines the Zendesk CRM and Zendesk suite with the power of omnichannel support through Bright Pattern’s call centre software will boost agents’ efficiency, lead to a seamless customer experience, and lower call handle times.
The Bright Pattern and Zendesk call centre integration brings together one of the industry’s leading CRM solutions with the most advanced contact centre software available in the marketplace.
The Bright Pattern Zendesk call centre integration supports search, identification, and screen pop functionality, as well as creating Zendesk items based on interaction data.
Our Zendesk call centre 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
It is important to distinguish between a multichannel call centre solution and an omnichannel call centre solution. Both multichannel and omnichannel customer service and contact centre solutions involve communicating through multiple channels that move beyond traditional phone systems. The key difference between the two lies in whether the call centre reps can handle multiple channels and customer interactions simultaneously.
With a multichannel solution, the customer is offered multiple media channels for communication, such as voice and chat, but the agent can only handle one channel at a time. With an omnichannel contact centre, however, multiple channels are offered to the customer and the agent can handle more than one channel at a time. For example, an agent in an omnichannel contact centre can accept a chat, answer a call, and respond to an email simultaneously. When a customer is enabled to move between media channels and be served by the same agent in the same conversation, the customer experience improves dramatically.
The customer journey may start with a desktop visit to the website, followed by a chat or SMS from a mobile device, and escalate to voice via phone. Today’s customers want the ability to interact across channels and have a consistent and personalized experience throughout. A multichannel call centre software solution is siloed and creates friction in the customer journey. Because Bright pattern accesses relevant information from Salesforce and makes it available across all communication channels, your company can be assured that your customers are receiving a personal and successful experience.
Bright Pattern’s omnichannel customer experience platform is built on a single unified architecture that manages all channels natively while maintaining context. The result is a consistent, meaningful, and personal customer experience.
Bright Pattern’s omnichannel contact centre solution not only enables a seamless transition between channels, but it also allows customers to stay in contact with the same agent, saving them the trouble of having to be transferred to another line or repeating themselves to a different representative.
Because Bright Pattern’s cloud customer experience platform accesses relevant information from Salesforce and makes it available across all communication channels, your company can be assured that your customers are receiving a personal and successful experience.
Bright Pattern’s Zendesk call centre integration integrates the power of your CRM and Zendesk data with Bright Pattern’s omnichannel contact centre solution. Integrate key features of the Zendesk environment and your CRM into the call centre software solution to deliver key information and additional customer details to your agent’s screen. With key customer data, agents can be empowered during customer service, and your customer service agent or call centre agent can deliver the best customer experience while improving important call metrics.
Bright Pattern’s call centre solution allows cloud contact centres to connect your customer service teams with customers on any digital channel to improve call centre operations and deliver a personal customer experience. Utilize omnichannel communications within Bright Pattern’s omnichannel contact centre solution to interact over channels like voice, IVR, outbound calls, inbound calls, email, chatbot, SMS, text messaging, messenger apps, and more. With a huge variety of channels and a Zendesk integration, deliver the best customer service with your customer support team with the best call centre software for omnichannel communications.
Bright Pattern’s omnichannel contact centre solution allows your call centre solution and customer service solutions to bring any telco provider or telephony providers and utilize computer telephony integration (CTI integration). Through software computer telephony integration (CTI), easily streamline phone support operations and your cloud contact centre workflow. With many customization options through Bright Pattern’s contact centre solution and through Bright Pattern’s computer telephony integration, improve your customer service process and support conversational experiences for both your customers and customer service team.
Bright Pattern’s integration with Zendesk allows your customer service to be personalized and customized, leading to great customer service. By delivering key customer data within the call centre software, Bright Pattern’s CRM customer engagement centre allows your customer service rep to deliver exceptional customer experience. Bright Pattern’s call centre software is customizable for any industry through APIs and allows you to customize the workflow and workspace to match your industry. Whether you need help desk software for a help desk with help desk agents, customer service software to deliver a great customer service experience, or software to assist in delivering effective customer service, Bright Pattern’s workflow automation, APIs, and workflow customization features will allow you to adapt the software to your use cases.
Bright Pattern’s call centre software has built-in omnichannel quality management to ensure that customer service reps are delivering exceptional customer experiences on all channels. Utilize the Omni QM customer service feature to deliver effective customer service on all channels while boosting metrics and KPIs. Improve metrics and decrease handle time, improve agent performance, increase CSAT scores, and improve first call resolution (FCR). Bright Pattern is the preferred call centre solution for improving the customer experience easily on all channels.
