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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. When new features, call center tools, and communication channels are added to the cloud call center solution, Bright Pattern 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 provides a full contact center solution from the cloud.
Call center software and contact center software are solutions that help businesses manage communications and interactions with customers or clients over various channels, like voice, IVR, SMS, MMS, messenger apps, video chat, and mobile apps. Systems that help businesses place phone calls have a long history that go back as far as the 1960s, when the first functional call centers allowed customers to call into a business and these calls were efficiently and fairly routed to call center agents. Modern call center software, depending on how advanced it is, is also able to integrate many different technologies, like AI, record management systems, and workforce management software to improve business performance.
In the modern, digital age, however, there is greater emphasis on moving beyond traditional channels, like voice and email. Digital channels are now emerging quickly as the main way that people communicate with each other. Channels like text messaging, SMS, messenger apps, web chat, mobile apps, and social media are the main forms of communication, and modern call center software needs to be able to support these channels.
A cloud call center solution has many benefits for your call center and business over a regular, on-premise solution. On the customer side, a cloud call center software reduces effort and friction for customers by allowing them to connect with your business on a variety of different channels. Cloud call center software, depending on the provider, can also integrate different technologies, like self-service and CRM integrations, to personalize the interaction and improve the customer experience.
On the agent side, a cloud call center software reduces friction and effort for them by eliminating the need for separate systems and desktops for each communication channel. All channels are handled through one omnichannel desktop where they have a single view of all channel interactions. A cloud call center software, depending on the platform, can also integrate technology to help boost agent efficiency. Technology like AI integrations, CRM integrations, and agent assistance can help reduce friction for the agent while boosting their performance.
In today’s digital world, customer expectations are high for personalization and a total experience across all channels. They may start on a website, then move to a chat or SMS before speaking with an agent. With the Bright Pattern omnichannel contact center solution, your agents will have knowledge of all interactions across all channels, and then deliver a context rich and personalized customer experience. An omnichannel solution provides the seamless customer experience that will help build customer relationships, boost customer service, and empower contact center agents.
Omnichannel capabilities are the new standard for call center software. Omnichannel capabilities allow call center software to connect call center agents with customers on a variety of different channels, such as email, text, voice, social media, video, live chat, messenger apps, and web chat. Furthermore, omnichannel platforms allow call centers to add new communication channels easily, and allows agents and customers to seamlessly switch between different channels during a conversation without losing the context of the conversation. It is important for customers to be able to connect to these channels because it allows them to use the channels they prefer while reducing effort. Meeting the customers where they are, which in the modern age means digital channels on mobile devices, can boost customer satisfaction and customer engagement.
Omnichannel call center software is the next step from multichannel call centers. Multichannel call center platforms do allow businesses to communicate on and support different channels, like text messaging, video, messenger apps, and more. The difference, however, is that a multichannel platform doesn’t allow the interaction participants to easily switch between different channels, adding friction to the customer experience. An omnichannel platform eliminates this friction and improves customer service while also improving KPIs and workplace performance.
A cloud contact center, being based on the cloud, offers a wide range of benefits above traditional on-premise solutions. Get features to deliver world-class customer experience, while saving costs on support teams, support center equipment, new features, deployment, and software options. All customer data, insights, and functionality is stored in secure data centers, keeping data safe from human error and disaster. 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. A cloud contact center provides many benefits to call centers, including:
While call center software helps connect agents with customers on a variety of different communication channels, personalizing the interaction is also important. Call center software can help your agents personalize the interaction depending on the technology that is integrated within the software.
One way that call center software can help your agents personalize the interaction is through comprehensive CRM integrations. Integrating a third-party CRM or a native record management system puts the customer’s information at the agent’s fingertips. This allows agents to review tickets and open cases, or customer information so the agent can personalize the interaction to suit the specific use case. Depending on the call center platform and how robust it is, you can integrate any CRM or record management system into your call center software.
Bright Pattern’s contact center solution seamlessly connects to your existing CRM system or any major CRM provider. Bright Pattern is the top call center software with an intuitive platform for utilizing all of your customer data and insights, like phone numbers, past interactions, call activity, and putting all this data at your agent’s fingertips to offer a personalized customer experience. Providing great service and personalized experiences has never been easier with Bright Pattern customer relationship management (CRM) integrations. Through CRM integrations, you can boost workforce intelligence, leading to more sales opportunities and increased customer loyalty.
Another way to personalize the interaction is to utilize artificial intelligence, or AI. AI call center software can utilize AI to power self-service. AI can power self-service tools like conversational IVR, which allows customers to use the power of their own natural voice and Natural Language Processing to navigate through a menu and provide information that will lead them to the right resource. AI can also assist agents in real-time during an interaction and provide suggested responses, further personalizing the customer experience during an interaction.
Your call center should use a wide range of digital channels to connect with the largest audience and give customers flexibility in how they connect with your business. In the modern digital age, many customers are now on channels with mobility like messenger apps and text messaging. To provide the best possible customer experience and give customers the highest amount of flexibility, your call center should support channels like messenger apps, text messaging, web chat, mobile apps, and more. All of these new digital channels should be supported on top of traditional channels like voice and email.
"We have not had a single outage in more than 6 years … if a platform goes down for even 20 minutes that’s probably a loss of a hundred thousand dollars in lost business.”
To improve the performance of your workforce, the efficiency of your call center, and overall customer satisfaction, there are many features and technologies that your call center software should support. These tools include:
In the call center industry, businesses and agents have to manage sensitive information constantly. Whether it is addresses, payment card information, protected health information (PHI), social security numbers, contact info, and more, call centers constantly manage highly sensitive information. As a result, call centers need to comply with many different industry regulations. For more specialized call centers, like those in financial services and healthcare, there are even more specific industry regulations that call center software needs to comply with.
Some industry regulations that your call center software needs to comply with include PCI, HIPAA, TCPA, SOC 2, and GDPR (for EU only). To support regulations and compliance measures, your call center software should support security features, including:
Omnichannel Quality Management, or Omni QM, is Bright Pattern’s quality management solution that is built within the call center software. Omnichannel quality management allows supervisors to monitor 100% of interactions on all channels. This means that supervisors and administrators can easily monitor interactions on channels like voice, email, text messaging, messenger apps, SMS, web chat, and more. This is done through AI assistance and through omnichannel capabilities that pools all communication channels and their data into one. Using the latest in artificial intelligence from Google, IBM Watson, and others, Bright Pattern will perform actions such as keywords search, transcription, call analytics, storage of voice recording, storage of customer’s history and previous interactions, and sentiment and text analytics.
With Omni QM, your business can easily measure key performance indicators, or KPIs. Some important KPIs your call center can track with Omni QM include average abandonment rate, average time to answer, CSAT or customer satisfaction, first call resolution, average idle time, and average hold time.
Bright Pattern’s platform pools all interaction data across all channels into a Unified Reporting Dashboard that administrators can easily go through. If there are specific interactions that supervisors need to monitor, they can easily search for specific interactions on any channel and analyze these interactions for customer satisfaction and specific interaction details. Bright Pattern can monitor all customer interactions no matter the call volume. Set the dashboard and user-friendly interface to metrics and statistics for your business requirements, and increase customer engagement and ROI.
When selecting a call center software to power your customer service, it is important to consider many factors that may make one solution a much more flexible, suitable solution for your organization. Factors like technology, costs, maintenance, reliability, and more come into play, especially when making a decision like choosing a software that powers your customer experience. Some of the important considerations to take into account include:
