Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing ).
Omni-channel Cloud Contact Center for Zendesk
This app integrates Zendesk with Bright Pattern’s omnichannel cloud call center software, to help you manage increasing contact volume, provide better service to your customers, and increase agent productivity.
Increase agent productivity
- Agent desktop user interface is optimized to minimize clutter
- Drive tickets to resolution faster with internal chat
- Dispatch repetitive tasks quickly with knowledge base and canned replies for chat
- Pre-identify customers and pop tickets
- Dial customers’ phones with a single click
Provide better service through the rich contact channels and powerful tools
- Fit your service in your customers’ life with rich web chat, SMS, social messengers and mobile apps
- A customer doesn’t have to wait on the phone when contacting through SMS or mobile app
- Customers don’t have to write things down on a call with SMS messaging
- Customers are recognized automatically based on the data in Zendesk
- Service quality is better managed with call and interaction recording and grading
- Customers don’t have to repeat their information on transfer
Manage volume with automation
- Reduce staffing requirements with blended interaction queuing
- Automate frequent requests with multi-media interaction scenarios
- Provide after-hours automated answering service
- Obtain insights on you team’s performance
You must have admin-level access to both ServicePattern and Zendesk systems.
In addition to access to all regular agent functions, you must have privilege Use Zendesk (see Contact Center Administrator application > Roles > Interaction Handling group of privileges).
All users of the integrated Zendesk/ServicePattern desktop must have accounts in both systems. For single sign-on, these users must have the same email address in both systems. (In ServicePattern, user’s email address in configured via the Users > Contacts tab of the Contact Center Administrator application.)
Please follow this step by step installation guide.