Cloud-based Contact Center Featured Article

Bright Pattern, a provider of next-gen cloud-based contact center and customer service management solutions, has reportedly managed to blend communications with CRM with its ServicePattern cloud contact center’s simple and seamless integration with salesforce.com and the force.com platform.

Sales and customer service should supposedly receive numerous advantages from the unified call center communications, and CRM and customers will be able to receive the convenience of self-service, while service agents will enjoy a streamlined and convenient combined user interface.

According to Bright Pattern, ServicePattern is a high-performance contact center in a cloud that offers a fusion of voice, Web, social media and skills-based routing with a unified architecture, and convenient controls to provide efficient and effective customer service and support.

Without overburdening their IT costs, one can now maximize sales and customer satisfaction with the ServicePattern solution equipped with CRM capabilities.

Konstantin Kishinsky, CEO and cofounder of Bright Pattern commented, “ServicePattern is the fusion of voice and customer service applications. Since salesforce.com is the market leader for CRM, this integration is a natural for our API program. With it, we finally deliver the 360-degree view that customers are looking for. This can help in so many ways; boosting productivity, increasing customer satisfaction, and helping to reduce costs.”

ServicePattern’s integration with force.com entails a pre-packaged installation and does not require any kind of custom code. It also boasts single sign-on that removes the need for one to remember more passwords. Incoming calls are usually associated with customer pop-ups, and integration with force.com and salesforce.com can significantly limit errors.

The program offers a softphone browser plugin or SIP phone support, and more. 

Mary Cook, COO at CallSocket, a San Francisco Bay Area-based contact center, remarked, “We are a heavy salesforce.com supporter. Agents struggle when call center technologies and CRM aren’t integrated. The ServicePattern salesforce.com integration will make agents more productive because they won’t have to continually toggle between applications and even more importantly they can close more sales and satisfy more customers because they have access to all of the information they need in one seamless application.”