Communications

What Are Omnichannel Conversations?

The rise in omnichannel communications is rewriting the ways in which calling operations are conducted in the modern world. In the age of the coronavirus pandemic, calling solutions naturally must become more agile and intuitive. With Bright Pattern’s omnichannel contact center solutions, maintaining contact with your clients at all times is simple and effective. Customer experience lies at the heart of the Bright Pattern platform, and omnichannel solutions are simply the latest development in a long line of innovation from one of the most trusted names in contact center infrastructure.

What sets Bright Pattern apart from the competition?

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Bright Pattern (see more at BrightPattern.com) is a call center software developer. In recent years, Bright Pattern has pioneered that changeover from in-house calling infrastructure to a new, cloud-based operations system. As a market challenger, Bright Pattern dares to be different in the industry. The agent desktop application is easy to use and provides a solid foundation for customer service representatives to engage with clients in a variety of different ways. Bright Pattern has been innovating in the contact center space for decades, and with omnichannel plugins, the firm has developed a winning formula that works for brands of all types and industries.

Omnichannel solutions are the future of customer service.

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The agent desktop in Bright Pattern’s omnichannel offerings brings together all the best in customer service tools for the first time. With additional elements like chatbots and AI-driven solutions, these contact options range in scope and size in a way that can help any business succeed in the task of providing rock-solid customer service.

 

Omnichannel contact options offer a simple, blended solution to the user experience. From text and bot interactions to traditional phoning services, these opportunities to connect with clients in the way they serves them best provides the foundation for continued growth over the long term for any business. In the present era, contact services are having to adapt to a variety of different challenges. For a start, many brands are bringing back in-house contact teams. Businesses are seeing the virtues in building a robust team of experts that are forward-facing, and can therefore deal with any issues or queries that clients might have about the product or service lineup. Rather than relying on an outsourced team that resides overseas, brands are building knowledgeable agent teams that have skin in the game, as opposed to a purely outsourced calling center that likely deals with a number of different brands as clients all under the same roof.

 

With robust, agile services, contact solutions are growing smarter alongside the agents that work within these infrastructures. With cloud-based, omnichannel conversations, CSRs are able to handle customer needs in nuanced and powerful ways. The future of service rests in this approach, and Bright Pattern exists at the front fringe of these innovative technological advancements.

 

Customers in the modern world are spending more time researching products and businesses than ever before, with the internet available with the simple click of a button, finding answers to the burning questions that people have about the brands that can assist them is simple. Yet many businesses are learning that clients are captured more freely if they seek out the answers from their own home sites. Providing an easy-to-use contact application allows businesses to act as the first point of contact for clients who are considering purchasing with them (or with one of their competitors). With Omnichannel contact solutions, you are able to command the conversation and provide the feedback that people are searching for all in one convenient platform.

 

Consider a Bright Pattern setup for your business today.

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