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3 Reasons Why Omnichannel Contact Centers Are the Future

Omnichannel call center software is rewriting the playbook for how businesses handle customer relationship management and support. Offering powerful new tools for companies to provide better, more efficient service to their customers, call centers harnessing systems such as Bright Pattern call center software are revolutionizing the way they interact and engage with customers. Here are the top three reasons that omnichannel call center software is the future of customer support. 

An omnichannel system empowers the customer

One of the biggest reasons that omnichannel support platforms are catching on is because of the way that customers have responded to them. An omnichannel system meets the customer where they are, allowing them to interface with support agents through a variety of channels. If it’s more convenient for a customer to seek out help through a live web chat or SMS messages,  omnichannel call center software enables that method of communication. Bright Pattern takes this even further by continuing to expand into a wide range of mediums and platforms, ranging from Facebook messenger and Viber to more traditional options such as email and video chat. You can also integrate support directly into your app, allowing for dynamic integrations based on location and sharing media attachments. All of this allows you to offer great customer support no matter what channel a consumer chooses to engage with you through. Having a few options makes customers feel valued by a company, and omnichannel delivers flexibility and choice without sacrificing quality.

Software packages from companies offer dynamic integrations

As developments continue to be made in the software industry, being able to integrate with a variety of platforms is pivotal to any contact center software’s success. Bright Pattern takes this integration to a whole new level with its SaaS call center platform. In addition to connecting with customers through a variety of channels, Bright Pattern’s omnichannel software also integrates with many different infrastructures, including Amazon Web Services and Microsoft Azure. Being able to connect to the cloud helps future-proof your system so that you don’t need to switch systems when the next big thing comes out. Integrating with the cloud can help your business save money, too, by eliminating redundancy. Omnichannel contact center software can also integrate with a variety of CRM platforms, including Salesforce. This helps tremendously when it comes to creating an ecosystem where customer data is put first.

Omnichannel call center software helps agents work better

Integrations with CRMs don’t just benefit customers and business owners, though; they also help your agents work better. Any call center operator knows that maintaining productivity is vital to the overall health of the business. Call center software helps agents work smarter, better, and ultimately happier, by giving them the information and tools they need to succeed. With features like automated routing to cut down on transfer times and AI-driven content analysis to help agents better understand a customer’s issues, agents have powerful ways to interact with your customers. Studies have shown that happier employees are also more productive and that outdated technology is a common frustration of many workers, and software solutions from companies like Bright Pattern help reduce these issues. 

Having the right technology is important in any industry. For call centers, the software and tools that your business uses can have a strong effect on how well you deliver customer service. Because a happy customer is more likely to be a repeat customer, it’s vital that you are able to provide consistent, high-quality customer service to anyone seeking support. If you’re looking to future-proof your business, empower your agents, and connect with your customers in dynamic ways, omnichannel contact software is the choice for you.

About RJ Frometa

Head Honcho, Editor in Chief and writer here on VENTS. I don't like walking on the beach, but I love playing the guitar and geeking out about music. I am also a movie maniac and 6 hours sleeper.

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