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Bright Pattern Contact Center Integration (CTI)
Unify CXM | Boost Agent Productivity | Maintain Exceptional Service Quality
Overview
Transform Salesforce customer experience with our omnichannel CTI contact center. Seamlessly integrated with a 360° customer view, powerful automation, intelligent routing, and omnichannel QM for unmatched agent efficiency and outstanding service quality.
UNMATCHED AGENT EFFICIENCY Empower agents with productivity-boosting tools. Minimize time wasted looking up customer info with screen pops. Reach customers directly from Salesforce with click-to-call/chat. Automate repetitive tasks and workflows with AI
OUTSTANDING SERVICE QUALITY Make every interaction meaningful and informed. Give customers the freedom to choose preferred channels, let them be in control of the interaction with self-service IVR, connect them with experts directly with best-fit routing
MEASURABLE BUSINESS OUTCOMES Experience tangible improvements across major KPIs like CSAT, TTR, AHT, and FCR. Raise productivity and delight customers with lower wait time. Boost operational efficiency and cut costs. Multiply revenue with exceptional CX
LESS STRESS FOR THE TEAM Spare admin the pain of managing siloed systems by unifying sales, support, and marketing. Save campaign management efforts with list sync and auto result propagation. Prevent agent overload with smart task routing and automation
BETTER CAMPAIGN PERFORMANCE Amplify campaign success rates and expand customer reach by automating sales, marketing, and follow-up activities. Leverage Predictive, Progressive, and Preview campaigns seamlessly synchronized with Salesforce’s dynamic lists
INFORMED DECISION-MAKING Gain actionable insights into agent performance, customer satisfaction, and service efficiency with detailed historical and real-time reports. Continuously improve CX with screen/call recording, omni QM, and live supervision
Bright Pattern Contact Center Integration unlocks the full potential of your Salesforce ecosystem by supercharging your customer experience and optimizing your sales, service, and marketing operations. Our solution makes communication seamless across all voice and digital channels while providing a 360° view of the customer at every touchpoint. DECREASE HANDLE TIMES * Accelerate resolution by providing agents with required CRM data via screen pop * Minimize hold time by enabling agents to switch between records quickly with on-screen object tracking * Streamline after-call work with automatic interaction data saving and record-linking BOOST CUSTOMER SATISFACTION * Promote first contact resolution with intelligent routing * Remove the frustration of having to repeat information on transfer with screen pop carry-over * Guarantee service quality with omnichannel QM, real-time supervision, and recording/transcription REDUCE COSTS * Optimize resource allocation with automatic call distribution and queue management * Automate routine inquiries and basic tasks with self-service IVR and AI (NLP, Bots, STT/TTS) * Eliminate the need to maintain multiple fragmented systems by unifying CXM
Categories
- Business Needs
- Customer ServiceAgent ProductivityTelephony
- Industries
- Horizontal Product
- Personas
- AdministratorSales Representative / ManagerService Agent / Supervisor
- FeaturesNo LimitsThis product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in HelpLightning ReadyOptimized for Salesforce orgs that use Lightning Ready.Person AccountsSupports Salesforce orgs that use Person Accounts.Managed PackageThis product is installed in your Salesforce org as a managed package and receives automatic upgrades.
- No LimitsLightning ReadyPerson AccountsManaged Package