Bright Pattern Integrates with Appery.io Contact Center Offerings
Customers can now request live assistance from a contact center agent within the context of their mobile app without having to begin a new call, go through the IVR, wait in a new queue, identify themselves, and explain why they are calling thanks to a new partnership between Bright Pattern and Appery.io. The companies have collaborated to develop and market a plugin for the Appery.io platform that enables enterprises to integrate contact center functions within their mobile apps, allowing for seamless customer service during multichannel customer interactions.
The integration also helps businesses by automatically providing the information needed to route and handle the interaction. The net result is a conversation with voice, text and picture messaging available within the same connection.
"Appery.io makes it easy for businesses to engage with their customers via mobile apps and mobile web applications. Having a multichannel contact center connection option built directly into these applications bring those customer engagements up to an entirely new, personal level, while increasing representative productivity and reducing costs," said Konstantin Kishinsky, CEO of Bright Pattern, in a statement. "Our new plugin for Appery.io makes it easy to add these enhanced channel options with minimal time investment."
Mobile application developers receive a contact center connection button and a number of related widgets with minimum coding when they use Bright Pattern's ServicePattern contact center platform plugin for Appery.io. Any existing mobile application built using Appery.io could have this option retrofitted in a matter of minutes using the new ServicePattern plugin.
The integration uses the ServicePattern API for Rich Contact Experience, a technology for concurrent multimedia communication between a customer and a business. In addition to multimedia communications, the Rich Contact Experience API can pass customer profile information, location in the application, geographic location, as well as other data relevant to the contact or transaction, thus minimizing the need of requesting additional customer information, using additional IVR scripting or human interaction. The additional information can help ensure the contact is routed correctly the first time.
"We are delighted to be working with Bright Pattern on such an important problem for contact centers worldwide," said Fima Katz, CEO of Appery, in a statement. "Over 200,000 developers in our community can now benefit from all the power of the ServicePattern platform, improving in-app customer service with only a few clicks of the mouse."