Palo Alto's Zingaya Partners for Contact Center

Zingaya connects voice calls from any web page, to Bright Pattern’s cloud contact center solution

Zingaya, a Palo Alto based startup that provides technology to enable web visitors to click-to-call from a company website to a live agent, has announced a technology integration with Bright Pattern, a vendor of contact center software.

Zingaya says that the integration can save online e-commerce, and other, firms, toll-free telephone costs, and seamelessly connect website visitors to sales representatives at an inbound contact center, to increase online conversions, reduce shopping cart abandonments, and drive more sales.

The company developed the integration using their own Web-call platform, and APIs available on Bright Pattern's Service platform for inbound and outbound contact centers.

Alexey Aylarov, CEO and co-founder of Zingaya, said of the integration, “We have leveraged the strongest aspects of ServicePattern and Zingaya’s platform – including advanced API support, enterprise grade reliability, and cloud-based geographic diversity capabilities – to quickly develop this unique sales engagement application. We couldn’t be a happier with the process, or with the end product.”

 Konstantin Kishinsky, CEO of Bright Pattern concurred, saying, “Any web-centric enterprise that cares about sales and sales engagement needs to take a close look at this integration. It can be deployed today, as is, or used as a reference model for building additional, unique, multi-channel applications that use our API to gain competitive advantage.”

 The integration not only transfers the web visitor from a web page to a live voice call, providing a cross-channel experience, it also  also passes key data collected at the browser as well, such as shopping cart items, pages visited, and customer identifying information. This information is used at the contact center to generate data-driven screen pops, enabling sales representatives to personalize their interactions with the caller. 

Both companies say this unified cross-channel experience responds to increasing consumer expectations for transcendant shopping experiences.