Bright Pattern AI-Powered Contact Centre Solution, Same Software Available on Cloud, Private Cloud, and On-Premise
Bright Pattern’s On-Premise and Private Cloud Contact Centre Solutions
In addition to Bright Pattern’s CCaaS offerings, Bright Pattern also offers the same software on-premise and on private cloud. Bright Pattern’s on-premise and private cloud solutions have the exact same powerful features and functionalities as Bright Pattern’s cloud-based solution, including omnichannel communications, AI-powered quality management, AI-powered interaction analytics, comprehensive CRM integrations, and more. Whether you choose public cloud, private cloud, or on-premise, your software will always receive the most updated software, ensuring that your contact centre has instant access to the latest features to adapt to the most modern customer experience expectations.
When the cloud platform upgrades, the premise platform will be upgraded as well. Our premise solution has all of the features of our cloud solution and is continuously upgraded to be as capable and feature-rich as our main cloud offering. Get access immediately to Bright Pattern’s latest developments and features, including such additional modules as the Bright Pattern AI suite and WFM.
Because the on-premise software is the exact same as our cloud software, Bright Pattern can quickly and easily move your Bright Pattern contact centre platform to the cloud if and when required. No agent retraining is required, all of the data can be transferred, and this move from on-premise to the cloud can be done without any interruption to your business.
Bright Pattern’s software is a modern, innovative contact centre platform that is fully omnichannel and driven by advanced AI. While many other on-premise solutions are not modernised and not updated, Bright Patterns on-premise call centre solutions are the most advanced on the market and continuously updated with new features. Bright Pattern features all digital and traditional channels, like voice, email, SMS, text messaging, messenger apps, video chat, mobile app, social media, and more. AI new and advanced unique features like conversational IVR, quality management, auto-scoring, customer intent analytics, interaction analytics and more.
Bright Pattern leverages AI to power key features as part of the Bright Pattern AI Suite. These AI features power features like:
Self-Service
Natural Language Processing and Large Language Models allow contact centres to create advanced chatbots and conversational IVRs.
Quality Management
All interactions can be analysed, and interactions that are detected as negative can be singled out for supervisors to analyse, leaving no interaction unchecked.
Interaction Analytics
Analyse all interactions on every channel.
Real-Time Agent Assistance
Bright Pattern features a teleprompter and allows contact centres to set conversation goals for the agent to fulfill. Agents will receive suggested responses and a conversation checklist to help them guide conversations toward business objectives.
Customer Intent
AI can analyse all interactions and detect keywords or emotions that constantly pop up in the contact centre. Customer intent can be used to study market trends, determine customer journey pain points, and find overall business trends.
Auto Scoring
AI-powered auto scoring will immediately and automatically score agent interactions after the interaction is finished based on a set of customizable criteria. This criteria can include average customer sentiment, CSAT, script adherence, and AHT.
One of the main reasons customers choose an on-premise or private cloud solution is due to legal and regulatory requirements. Some governments require certain industries to adhere to specific requirements around data security and privacy. This means that some countries can prevent public cloud deployments for data security and privacy reasons. This is most common in industries such as finance, healthcare, insurance, public sector, and government.
Enjoy full data sovereignty. Keep data transmission and storage secure with your own country or region’s boundaries. Bright Pattern’s platform offers full data sovereignty through a number of features:
When your business or organisation is looking for an on-premise contact centre solution, there are a couple of really important things to consider:
Bright Pattern’s powerful AI-driven omnichannel contact centre software can be hosted on your private cloud data centre. Get access to all modern AI-driven contact centre features, with the software and data being hosted on your own data centres so your business can maintain data sovereignty and follow a custom set of security and compliance requirements.
Bright Pattern allows your business to use a combination of on-premise and cloud. Pick and choose what you want on the cloud and what you want on-premise, including aspects like software features, reporting, data storage, data handling, and more. Bright Pattern is a flexible solution that can be tailored to your specific business needs.
Should you choose to be on the cloud instead, Bright Pattern can quickly and easily move your Bright Pattern contact centre platform to the cloud. It is the exact same platform on both on-premise and on the cloud. No agent retraining is required and this move from on-premise to the cloud can happen in a matter of days.
There are many great reasons for businesses to continue staying on-premise.
One of the main reasons a business chooses to stay on-premise is because of data security. Many call centres, especially ones that service sectors like the government or financial institutions, handle a large amount of private information. To keep this data confidential, these institutions prefer to keep their data stored in their own data centres.
Another reason businesses choose to stay on-premise is because of the use of legacy systems within their workflow or CX ecosystem. For businesses on legacy systems and require these legacy systems to deliver CX, on-premise solutions may be easier to integrate into their existing workflows and CX ecosystems. Bright Pattern can integrate any record management system and be integrated within any CX ecosystem seamlessly, making it the perfect solution for businesses that want to maintain their complex workflows and legacy integrations.
Many businesses have invested a lot in their necessary hardware and infrastructure, and have set complex workflows that need this existing hardware and infrastructure. They simply want a contact centre platform that can compliment this existing infrastructure while giving them access to the latest key features and communication channels.
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On-premise contact centre solutions offer businesses complete control over their customer service operations by hosting all hardware and software within their own facilities. These centres provide robust, customizable systems that can be tailored to meet specific business needs. By using on-premise solutions, companies maintain full access to and management of their data, ensuring enhanced security and compliance with industry regulations. This model is particularly advantageous for organizations with stringent data security requirements or those that handle sensitive customer information. Moreover, on-premise solutions can integrate seamlessly with existing enterprise systems and offer reliable performance without dependency on internet connectivity, which can be crucial for uninterrupted service.
These solutions come with advanced features such as automatic call distribution (ACD), interactive voice response (IVR), and detailed call routing capabilities. They support various communication channels, including voice, email, chat, and social media, ensuring that businesses can engage with customers through their preferred platforms. On-premise contact centres also enable real-time monitoring and analytics, allowing supervisors to track agent performance, call quality, and customer satisfaction metrics. This visibility helps in making data-driven decisions to improve service levels and operational efficiency. However, the initial setup costs and ongoing maintenance of physical infrastructure and software licenses can be higher compared to cloud-based solutions, making on-premise systems a significant investment for long-term benefits.
Private cloud contact centre solutions offer the flexibility and scalability of cloud technology while maintaining the security and control of on-premise systems. These solutions are hosted on a private cloud, providing businesses with a dedicated, secure environment that can be customized to meet specific operational needs. With private cloud contact centres, companies can scale their infrastructure up or down based on call volumes and business requirements, ensuring optimal resource utilization and cost efficiency.
Private cloud solutions support a wide range of communication channels, including voice, chat, email, and social media, enabling businesses to provide omnichannel customer service. They come equipped with advanced features such as IVR, ACD, CRM integration, and real-time analytics, which enhance agent productivity and customer satisfaction. The cloud-based nature of these solutions allows for remote work capabilities, giving agents the flexibility to operate from anywhere, which is particularly beneficial for businesses with distributed or remote teams.
Security and compliance are key advantages of private cloud contact centres. These solutions offer robust security measures, including data encryption, secure access controls, and compliance with industry standards like ISO-27001. Additionally, private cloud providers typically offer service level agreements (SLAs) that ensure high availability and reliability. This model also reduces the need for significant upfront investments in physical infrastructure and allows for a pay-as-you-go pricing approach, making it a cost-effective option for many businesses. The ability to quickly deploy and scale solutions, along with ongoing updates and maintenance handled by the cloud provider, further enhances operational efficiency and reduces the burden on internal IT teams.
Overall, private cloud contact centre solutions offer a balanced approach, combining the strengths of both on-premise and public cloud models to deliver a secure, flexible, and scalable customer service platform.
In today’s fast-paced business environment, efficient customer support is crucial for maintaining strong customer relationships and ensuring customer satisfaction. Cloud-based contact centre solutions offer a modern approach to managing customer interactions, providing businesses with advanced features and flexibility. These solutions enable companies to handle high call volumes and multiple communication channels, such as phone calls, chat, and social media, seamlessly. By utilizing cloud technology, contact centres can achieve higher uptime and reliability, ensuring uninterrupted service for customers.
Modern call centre software comes with a comprehensive suite of features designed to improve agent productivity and customer experience. Features like automatic call distribution (ACD), interactive voice response (IVR), and intelligent routing help in efficiently managing incoming and outbound calls. Additionally, real-time analytics and reporting provide valuable insights into call centre operations, enabling supervisors to monitor agent performance and make data-driven decisions. Integration with CRM systems further enhances the functionality, allowing agents to access customer data and interaction history quickly.
Cloud-based contact centres offer several benefits over traditional on-premises solutions. One of the main advantages is scalability; businesses can easily scale their operations up or down based on demand without the need for significant upfront investments in hardware. The pay-as-you-go pricing model also helps in reducing costs, as companies only pay for the resources they use. Moreover, cloud contact centres provide greater flexibility, allowing agents to work remotely and ensuring business continuity even during disruptions. Enhanced security measures and compliance with industry standards, such as ISO-27001, ensure the protection of customer data.
Enhancing Customer Experience with Omnichannel Support
Providing a seamless customer experience requires support across various communication channels. Omnichannel contact centres integrate different interaction channels, including voice, email, chat, and social media, into a single platform. This integration allows agents to view the full context of customer interactions, regardless of the channel used, and deliver personalized support. Advanced features like chatbots and AI-generated responses further enhance customer service by providing instant assistance and resolving common queries efficiently.
Selecting the right contact centre solution depends on several factors, including business needs, call volume, and budget. For businesses with high call volumes and complex requirements, cloud-based solutions offer the flexibility and scalability needed to meet their demands. On the other hand, small businesses or those with specific compliance requirements may opt for on-premises solutions. Evaluating key features, such as CRM integration, real-time monitoring, and workforce management capabilities, is essential in making an informed decision. Providers like Bright Pattern offer robust platforms with a range of features to suit different business needs.
The contact centre industry is continually evolving, with new technologies and innovations shaping the future of customer support. Cloud-based solutions and AI-driven automation are at the forefront of this transformation, enabling businesses to deliver faster and more efficient service. The adoption of unified communication platforms and advanced analytics tools is also on the rise, helping companies gain deeper insights into customer behavior and improve operational efficiency. As businesses continue to prioritize customer experience, the demand for flexible, scalable, and feature-rich contact centre solutions will only grow.
