Omni-channel Cloud Contact Center
Support your customers over the phone, rich web chat, mobile apps, and SMS
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개발자
Bright Pattern Inc.
Omnichannel cloud contact center integrated with Zendesk leverages the information contained in your Zendesk environment to provide an exceptional agent and customer experience.
Bright Pattern Contact Center delivers powerful omnichannel call center features, including robust outbound capabilities for campaigns, advanced inbound capabilities for service and support, and blended capabilities for multipurpose call centers.* Phone calls, emails, chats, SMS and other digital messages are routed via single queue to agents, based on their skills* Agent share presence for all channels* Reporting covers performance across all channels* Identify and prioritize/segment your customers based on Zendesk data, offer voice and chat self-service using scenario flow editor with pre-built blocks for accessing Zendesk* Use the data above for intelligent screen pop* Monitor your representative performance in real-time* Ensure quality and discover areas that require training improvements with built-in OmniQM with screen recording, monitoring, sentiment and custom evaluation forms
설치 방법
Installation steps:
1) Click the Install button above.
2) Select a Zendesk account from the dropdown list where you want to install the Bright Pattern application. And then click Install button again.
3) Now you would be directed to the Zendesk Admin center on the Installation form for Bright Pattern Omni-Channel Cloud Contact Center application. There you need to provide some configuration information for the installation.
4) Field 'Title' - it's the display name of Bright Pattern application how it would be called in Zendesk environment.
5) Field 'Agent Desktop URL' - there you should provide a link to the Bright Pattern Agent Desktop application for Zendesk.
Use the following format for the URL:
http://
<tenant_name>/agentdesktop/Zendesk.jsp
Just substitute <tenant_name> with your domain.
6) Field 'AgentDesktop widget's width' - the width of the popup window for the Agent Desktop Widget.
6) Field 'AgentDesktop widget's height' - the height of the popup window for the Agent Desktop Widget.
7) Checkbox 'Assign tickets on screen-pop' - select it if you want the system to automatically assign screen-pop tickets to the agents receiving corresponding interactions.
8) Checkbox 'Attach activity record to first open interaction' - by default the activity record would be attached to the latest used ticket during the interaction (call/chat), but by setting this checkbox you can alter this behaviour to attach the activity record no to the last used ticket but to the first opened.
9) Role restrictions - you can select the roles for Zendesk users that should have access to the Agent Desktop Widget.
10) Group restrictions - you can select Zendesk groups of users that should have access to the Agent Desktop Widget.
11) Pressing the Install button will start the installation. Wait until it will be completed, and then Zendesk will show you the list of installed application. Among them should be Bright Pattern application with the name that you specified on the step 4 in the field 'Title'.
Configure the application when it is already installed
1) Go to the list of installed applications in the Zendesk Admin panel.
2) Find there the Bright Pattern application (its default name is 'Omni-channel Cloud Contact Center').
3) Press the small Gear button over the application icon.
4) Click 'Changes settings' option.
5) There you can modify the configuration values for the Bright Pattern Zendesk application, the same as during the installation. See the section above for the description.
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