Bright Pattern today updated its call center software that extends Zendesk's cloud-based customer service platform with omnichannel cloud contact center capabilities.
The update helps to raise Zendesk agent productivity with a task-oriented integrated user interface with built-in telephone, chat, and tools for communications via social messengers, mobile apps, and text messaging. It facilitates reduced peak workforce staffing and minimized transfers by offering blended multichannel skills-based interaction distribution with queuing.
Bright Pattern's call center software now leverages Zendesk data access to automate customer identification, service selection, and self-service across channels.
"Zendesk's combination of ease of use and solid customer service feature set has garnered a huge following, ranging from startups to large enterprises," said Konstantin Kishinsky, CEO of Bright Pattern, in a statement. "We are happy to offer Zendesk customers our easy-to-use contact center platform with enterprise-class features."
According to a study by Zendesk, 64 percent of customers expect to receive real-time assistance regardless of the customer service channel they use. Bright Pattern not only expands the number of channels available through Zendesk, but also offers tools to control costs associated with offering live assistance.
The integration is enabled by installing an integration app in Zendesk and setting access credentials in Bright Pattern's contact center administration portal.