Workforce Optimization and Workforce Management Integration

Analyze Interactions and Schedule Accurately

Bright Pattern’s workforce optimization (WFO) and workforce management (WFM) integrations can boost employee performance in your contact centre and improve key performance indicators through workforce management tools and performance management. Workforce optimization is crucial for contact centres that want to ensure great customer experience and improve contact centre performance. Workforce optimization and WFM solutions can ensure the right number of agents are present, best practices are being implemented, and your contact centre performance is high.

Forecast Scheduling

Utilize WFM and WFO integrations in your call centre software to perform forecast scheduling. Utilize WFM automation and a WFM system to ensure smooth contact centre operations. Companies of all sizes can utilize workforce management software solutions to schedule employees to improve employee engagement. Prevent understaffing, lower attrition rates, improve average handle time, and implement best practices as part of your performance management program and as part of workforce optimization with forecast scheduling.

Quality on 100% of All Interactions on All Channels

Ensure high customer satisfaction in 100% of all interactions on all channels in your call centre. Omni QM enables QA team, workforce managers, and contact centre managers in the call centre to implement best practices and improve performance management. Get evaluators and your QA team easy access to dashboards within the Bright Pattern contact centre solutions for immediate performance feedback. Companies of all sizes, from small contact centres to large enterprises, can benefit from Bright Pattern’s suite of applications for quality management. Combine Omni QM with your workforce management software or WFM solution.

Empower Agents

Accurately schedule call centre agents and customer call volumes to improve contact centre efficiency and provide superior customer service.With WFM tools and WFM software, there is no ambiguity in employee work hours. Make manual schedule management a thing of the past and reduce chance of human error with integrations with WFO suites and workforce management solutions. Motivate call centre agents to resolve calls and make the workforce management process more efficient for a consistent service level.

WFO/WFM Integration Partners

Pipkins

Pipkins is a workforce management software that schedules more than 300,000 agents in over 500 locations across all industries.

NICE

NICE is a workforce management solution that improves customer satisfaction by identifying performance gaps and providing advanced scheduling and forecasting.

Aspect

Aspect workforce management software solution has increased productivity for millions of agents worldwide. Enhance supervisor and agent performance.

Monet

Monet Software workforce optimization software integrates with Bright Pattern to improve contact centre service quality while reducing cost.

Calabrio

Calabrio WFM helps to improve forecasting & scheduling, accelerate admin workflows, build effective staffing models, and engage & retain agents.

Verint

Verint WFM helps to improve customer experience by reducing time to answer, average handle time, first contact resolution, and total resolution time.

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The Benefits of WFO/WFM
Integration With Bright Pattern

Bright Pattern’s WFO/WFM integration with the best workforce management solutions can benefit your contact centre in various ways. Integrate with the best workforce management software and workforce management solutions so that your call centre

Improve KPIs

Improve KPIs in the call centre by easily identifying them and staying focused with workforce management software. WFO and workforce management solutions allow you to gain greater visibility of valuable metrics across all conversation types.

Coach and Train More Efficiently

Track 100% of agent interactions to more efficiently with workforce management software. Utilize WFM tools and the WFO suite within the call centre software to implement best practices and have your evaluators easily monitor call centre performance through dashboards.

Time Flexibility

Omnichannel and cloud-based means your workflows can be scaled to support any amount of agents in your call centre.

Users Love Bright Pattern

“The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day.”

“It is an extremely robust, while easy to use software. It can handle massive telephony centres with ease while maintaining competitive telco charges.”

“Great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.”

“We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.”

“I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. ”

“The system was very easy to setup along with training and onboarding from the Bright Pattern team. We use Bright pattern for inbound transactions, such as incoming calls, emails and chat. The reporting tools are easy to use and propvide the SLA data required for our partners.”

Powerful Integrations

Microsoft

Zoho

Salesforce

Zendesk

Pipkins

NICE

Aspect

Oracle

Monet

Calabrio

Verint

Additional Bright Pattern Features

Omnichannel Quality Management
Comprehensive CRM Integration
True omnichannel
Single Sign-on (SSO)
Advanced call centre analytics
Rich Administrator and Supervisor Tools

Blended Call Centre
Integrated Artificial Intelligence (AI)
Built-in Knowledge Base
Screen Recording
Progressive, automatic, and predictive dialers
Automatic Call Distribution (ACD)

Omnichannel Agent Desktop
WFO/WFM integration
Interactive Voice Response (IVR)
Click-to-Call, click-to-chat capability
Inbound Call Centre
Single Customer View

Intelligent digital and call routing
Outbound Call Centre
Call Recording
Screen-pop functionality
SMS/MMS
Computer Telephony Integration (CTI)

Frequently Asked Questions

Why Bright Pattern for Workforce Management?

Bright Pattern’s call centre platform can integrate with any workforce management software to help improve your workflows and improve performance in your call centre. Make it easy for workforce managers with efficient WFM solutions. Utilize workforce management software to schedule agents and employees, make call centre agent scheduling easy for workforce managers, and set up workflows to improve employee productivity in the contact centre.

Bright Pattern is based on the cloud, meaning your contact centre gets access to the latest contact centre technologies, including Omni QM, CRM integrations, AI integrations, and more. Supplement your contact centre and workforce management systems with the latest contact centre technologies to make an efficient call centre.

Bright Pattern integrates with major workforce management software like Pipkins, NICE, Aspect Software, and Monet. Supplement your workforce management system with the best workforce management software in the industry.

What is Omni QM?

Omni QM is Bright Pattern’s quality management system that enables admins and call centres to monitor call centre performance through a variety of key performance indicators, like uptime, first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT). Monitor 100% of interactions on all channels with Bright Pattern’s omnichannel platform. Ensure that the customer experience is exceptional on all channels, and all incoming calls or incoming messages are positive experiences for the customer.

Omni QM makes it easy for your call centre admins to monitor the entire contact centre from one unified dashboard. Omni QM also allows supervisors and admins to perform real-time intervention on any channel. For example, if a negative interaction is detected on any form of telecommunications or any channel of communication, admins can redirect the call to a retention specialist. The scripts of the conversation are saved for review and agent retraining. With Omni QM, make every experience, including the IVR experience, a great one.

What is Omnichannel?

Bright Pattern’s conversational platforms are omnichannel, meaning that agents and customers can have conversations on any channel, and switch the conversation between multiple channels. This includes digital channels like chatbot, SMS, and messenger apps, as well as traditional channels like voice and email.

Bright Pattern’s omnichannel capabilities are both inbound and outbound. For inbound interactions, callers can be routed to the right person, especially to an agent in an important role who is suited to help that specific issue. This interaction can take place on any channel and interactions can be transferred to specific departments over any channel. With the addition of an IVR system powered by natural language, analytics, and advanced algorithms, running an inbound call centre can be an efficient, frictionless part of your business’s CX strategy. This reduces hold times, helps control call volumes, and increases ROI for your business.

For outbound interactions, Bright Pattern’s contact centre solution utilizes an automated phone system and predictive dialers that can quickly dial and skip automated responses. Bright Pattern’s call centre solution allows customers to callback as well on any channel, increasing satisfaction and leading to a positive customer experience. Bright Pattern’s outbound dialing capabilities can be utilized as part of your CX strategy, and power your outbound CX strategy to be efficient, yet personalized.

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