CCaaS provider Bright Pattern has launched a mobile version of its contact centre platform – Bright Pattern Mobile.
Available on both iOS and Android, the app enables agents and other contact centre employees to connect with customers while on the go, utilising all features available on the desktop platform, including voice and digital channels.
Such flexibility allows for better routing of customer calls and requests as employees can easily transfer the customer to an appropriate subject matter expert.
Moreover, the app offers an option to connect even the non-contact centre employees to customers, enabling the wider enterprise to share the workload.
Michael McCloskey, CEO of Bright Pattern, said: “Bright Pattern Mobile is the first and only contract center solution like this in the marketplace that allows both voice and digital conversations throughout the enterprise.
“Customers can now connect to the best resource – whether in the contact center or anywhere in the organisation – on their channel of choice via mobile devices.”
Similar to the desktop platform, the mobile app provides a single pane of glass visibility into customer journey history and key CX metrics.
Recent studies show that siloed data is among the most common blockers to contact centre performance growth. To combat this, Bright Pattern allows all departments to access and act upon CX and employee performance insights.
The company also claims that the app allows any employee in the entire organisation to “play a role in improving CX”, whether they are an in-store clerk, a lab technician, or a mortgage banker.
Elsewhere, Bright Pattern recently strengthened its portfolio with a remote assist application – a technology that allows users to take control of another user’s desktop.
This feature aims to improve internal workforce efficiency, reduce handle times, and enhance first contact resolution (FCR).
