Bright Pattern Omnichannel

Contact Center Software Solutions

Give customers a communication experience that exceeds expectations and makes their journey with your business seamless. That’s the value of implementing a contact center system. But not just any system will do. Only call center software solutions that use advanced, omnichannel cloud-based technology in an easy-to-use platform will succeed. Bright Pattern exists to make communicating with your customers faster and easier than ever before.

Bright Pattern’s true value lies in giving you the best of both worlds: call center software that’s advanced in functionality, yet easy to use. It’s more than innovative—it’s revolutionary. Our contact center software solution lets you select the advanced features you need now, and through it’s cloud-based architecture, lets you future-proof your contact center to adapt to the CX of tomorrow. Using the latest advances in CX technology in the most strategic ways, Bright Pattern call center software solutions leverage artificial intelligence, cloud infrastructure, key integrations with advanced technology, self-service technology, and more. Bright Pattern is recognized as one of the best call center software solutions available.

Cost Efficient CCaaS Solution

Support customer service teams and get the best contact center solutions with features for your cloud contact center and team. Get features to deliver world-class customer experience, while saving costs on support teams, support center equipment, new features, deployment, and software options, and get access to advanced phone systems and customer support platforms for a reasonable price with a cloud contact center solution. All customer data, insights, and functionality is stored in secure data centers, keeping data safe from human error and helping in disaster recovery. Cloud contact centers are the modern alternative to premise contact centers, and are the best contact center solutions to increase revenue growth while maintaining key features and high reliability for organizations to deliver a world-class customer experience.

What is an Omnichannel Contact Center?

An omnichannel call center software is a contact center solution that allows your contact center to provide seamless customer experience on any communication channel, and seamlessly switch between these communication channels without losing context. An omnichannel contact center allows your agents to provide an exceptional customer experience through multiple digital and traditional channels, like voice, email, text messaging, SMS, video chat, web chat, messenger apps, and more. Interactions on these channels can then be transferred to other supported channels, all while the agent maintains the context of the conversation. Omnichannel software solutions create more meaningful, personalized customer experiences.

Why an Omnichannel Solution?

Omnichannel software allows your call center to utilize multiple digital channels to improve customer satisfaction, and allows customers to utilize the channels of their choice to connect with your business. An omnichannel call center provides many benefits including:

Improved Customer Experience 

More Personalization in the Customer Experience 

More Future-Proof Customer Experience

Easier for Agents to Follow the Customer Journey 

More Touchpoints for Agents to Connect With Customers On

More Context During an Entire Customer Journey 

Easier Ability to Perform Quality Management Depending on Platform 

Ability to Easily Add New Digital Channels.

What Digital Channels Should My Omnichannel Contact Center Support?

Your omnichannel contact center should support modern digital channels on top of traditional channels to give the customer as many options as possible. Traditional call center channels include voice call and email. New digital channels that your contact center should support include web chat, SMS, text messaging, mobile apps, messenger apps, and video calls. These digital channels allow your business to reach out to more customers, and gives customers the opportunity to choose the channel they want to use to communicate with your business, leading to a more personalized customer experience.

Based on the Cloud

Bright Pattern’s call center software is based on the cloud. Bright Pattern is the best call center software to get easy access to an advanced cloud contact center solution with advanced features. When new features, business tools, and communication channels are added to the cloud call center solution, Bright Pattern’s call center software allows your cloud contact center to get access, and cloud contact center agents can access the software from a browser, whether it’s on a laptop or at a desktop with a headset and phone system. Access powerful CRM integrations, omnichannel routing, and analytics and metrics. Bright Pattern’s call center solution provides a full contact center solution from the cloud for businesses of all sizes, from large enterprises to small businesses.

No On-Premise Hassle

Support optimal customer experiences and get a comprehensive suite of tools and top features for your cloud contact center. Get significant cost savings and cut capital expenditure on support teams, support center equipment, new hardware, and software options, and get access to advanced phone systems and customer support platforms for a reasonable price with a cloud contact center solution. All customer data and functionality is stored in secure data centers, keeping data safe from human error and helping in disaster recovery. Cloud contact centers are the modern alternative to premise contact centers, and are a great way to reduce capital expenditure while maintaining key features for business intelligence and advanced communications technology.

Omnichannel Platform

Connect with callers on any communication channels in your call center for a great customer experience with Bright Pattern’s omnichannel support. Utilize channels like phone calls, video, SMS, text messaging, mobile app, mobile device, live chat, social media, and social channels to connect with callers and customers. Omnichannel interactions boost customer satisfaction, create a custom experience, and agent productivity, helping you exceed customer expectations. Empower your agents and realize great business results with better business tools and AI-powered cloud solutions in your call center software.

Comprehensive CRM Integrations

Bright Pattern’s contact center software is able to do seamless integration with any customer relationship management (CRM) solution. Bright Pattern’s call center software is easy to set up and can integrate with Microsoft Dynamics 365, Salesforce, Zendesk, ServiceNow, and Oracle Service Cloud. If your business has its own CRM system and own data storage, Bright Pattern can perform seamless integration with that as well. Get customer information and customer’s history, like historical reports, phone numbers, call recordings, and interaction history, available to your agents in real time. Empower your sales team, support team, service team, remote team, or help desk by providing them info at the agent’s fingertips, and tailor the customers’ experience.

AI Assistance Advantages

Power a brighter customer experience with AI and bots integrated with all of your other channels, and create a truly AI-powered omnichannel contact center. Gain the benefits of automation, enhanced agent empowerment, and improved interaction quality through the power of advanced cognitive technologies, such as AI, bots, and Natural Language Understanding, coupled with the power of the human touch.

AI to Speed-Up Resolution

Bright Pattern’s artificial intelligence can decrease wait times, speed up customer service, and increase customer satisfaction. Utilize AI for automation and boost performance in your contact center for a better customer experience. Through AI, agents can use speech recognition and voice recognition to authenticate customers quickly, allowing customers to get the service that they need much faster.

AI to Reduce Friction

Utilize powerful AI to assist agents during customer interactions and reduce friction in the overall experience. Agent assistance can help provide suggestions to agents during chats and messenger conversations. Set-up AI to do basic triage and present that information to the agent to guide them on how to assist customers. AI sentiment detection can also help supervisors identify and coach agents.

What is Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is a self-service technology that empowers your customers and increases the efficiency of your contact center. By giving your customers options through a touch-tone keypad or voice input, an IVR platform mimics human assistants. Your customers press a number or say a word that lets your IVR know where to direct them. An IVR call center enables customers to solve basic problems or answer basic inquiries on their own. Truly, interactive voice response can transform your contact center.

IVR software can route callers to the right resource, quickly handle incoming calls and inbound calls, and handle high call volumes with ease. Customers can easily find the status of a shipment, follow up on an existing order, get appointment reminders, or request to speak to an agent. IVR systems for call centers improves customer satisfaction, increases customer service efficiency, reduces operational costs, and boosts agent productivity.

Track the Customer Experience

Bright Pattern’s call center CRM solutions allows businesses and organizations to track the customer experience from beginning to end. Utilize a digital record of customer interactions and leave them at the fingertips of customer service agents so they can deliver a personalized customer experience.

Easy Access to Customer Information

Give your sales team, customer service representatives, support team, service team, supervisors, or help desk easy access to relevant customer information, like caller phone numbers, local numbers, interaction history, and call recordings. Get information to automatically pop-up during every incoming call or ticket. Implementing Bright Pattern’s CRM system within your call center ensures easy access to important information for seamless customer support.

Customizable Customer Journeys

Boost customer satisfaction and streamline workflow with customizable customer journeys. Utilize the right tools and advanced features within Bright Pattern’s call center solution to create customized customer journeys. Customize journeys for businesses of all sizes, from small business to large enterprise. Utilize agile CRM to deliver outbound calls, streamline your phone system, send SMS messages, and deliver exceptional customer service.

Quality Across All Channels

Bright Pattern’s built-in quality assurance (QA) allows a call center and team to proactively monitor customer interactions and customer service quality, use best practices to identify areas of improvement, and gain deeper insights and actionable insights into call center quality. Ensure high quality customer service and high agent performance on any channel with an effective QA process and QA program. Bright Pattern’s QA software can help you track custom KPIs, real-time metrics, and call quality metrics like net promoter score (NPS), customer effort score (CES), average handling time (AHT), customer satisfaction score (CSAT), and first call resolution (FCR).

Reach Out to Clients on All Channels with Predictive Dialer

Bright Pattern’s auto dialer and predictive dialer allows call centers to make outbound calls to phone numbers in an efficient, streamlined manner. Utilizing powerful AI, Bright Pattern auto dialer software offers a number of dialing options to choose from, including predictive dialer, progressive dialer, preview dialer, and automatic interactive voice response (IVR) modes. Utilize the latest auto dialer software to boost customer satisfaction and agent productivity in your outbound call center, reduce the amount of time spent on manual dialing and cold calling, and increase the number of live connections between live agents and recipients to dramatically improve sales and support results. Bright Pattern’s autodialer is award-winning, consistently outperforming auto dialers from other top CCaaS software vendors. Bright Pattern’s power dialer and auto dialer system was ranked as the best by Gartner in the 2020 SoftwareAdvice FrontRunner Quadrant, Capterra, and GetApp online review sites.

What is Bright Pattern Mobile?

Bright Pattern Mobile is a mobile app that puts the power of Bright Pattern’s Omnichannel Agent Desktop into your mobile device to help your business adapt to an increasingly mobile digital workforce. Available on both iOS and Android, Bright Pattern Mobile allows employees within the entire company, not just the contact center, to utilize the Bright Pattern platform on their mobile device to interact with customers and with other employees in the company. With the rise of the remote workforce and the increasingly rapid adoption of digital channels, Bright Pattern Mobile will allow employees anywhere in the company to connect with customers and their peers.

Call Center Mobile App Benefits

One of the primary benefits of Bright Pattern’s contact center mobile app is its flexibility and it’s ability to connect the whole company to the customer experience. Bright Pattern Mobile gives your agents and employees the right tools to address customer inquiries and concerns from any location. Our mobile app turns a smartphone into a resource that allows agents to receive and make calls from their devices. 

Several of the primary benefits include:

Accessibility to company resources: Any employee in the company can connect with customers or prospects

Customer data availability: Bright Pattern Mobile gives your agents access to the same cloud-based information as your company network, allowing them to view order histories and other interactions from their mobile devices.

Increased productivity and performance: When agents are more comfortable with their equipment and work settings, they focus less on distractions and more on the activities that benefit your company.

Ability to use anywhere: Your agents can access company resources, make outgoing calls and receive incoming calls from anywhere, whether they’re in the office, at home or on the road.

Performance tracking: Because Bright Pattern Mobile can interlink with every department, managers can track performance metrics in settings unavailable in most traditional customer service platforms.

Bright Pattern Contact Center Mobile App Key Features:

Bright Pattern Mobile enables agents to connect with customers over channels like Short Message Service (SMS) and voice, giving your employees various options to communicate at their and the customer’s convenience. Among the app’s key features are:

Increasing mobility for your business

Access to contacts through contacts list and recents through activity history

Real-time status and availability of coworkers

Routing of client interactions to assigned representatives

Reporting of Key Performance Indicators and unified reporting from dashboard