Choosing cloud-based call centre software with the most optimal tools is vital for your operations because it’s often the first in-depth glimpse of your company some customers have. A less-than-desirable customer experience can damage a relationship and sometimes even harm your company’s reputation. At the same time, positive experiences create a happy customer base, which is one of the most critical elements for growth.
Bright Pattern has put all the essential and advanced call centre features together in one package, allowing your business to tailor its approach and deliver the ultimate customer experience. Several examples of the features we offer include:
Bright Pattern’s call centre CRM solutions address the everchanging scope of customer service, keeping the overall client experience in mind. Our software’s primary aim is to solve the many challenges that call centres face. Some of the highlights of our platform include:
Bright Pattern’s platform is based on the cloud, allowing businesses to add or subtract seats in the contact centre to meet seasonal demand. Scale your business to demand and add flexibility to your customer service.
Being based on the cloud means your contact centre platform can be updated with no downtime or hassle. Gain access to newly developed, cutting-edge customer service tools easily, with no downtime during the upgrade.
Bright Pattern’s platform is compliant with PCI, SOC 2, HIPAA, TCPA, and GDPR. Process sensitive customer data, like payment information, addresses, contact info, patient health information, securely. Communication on all channels is encrypted for safe data transfer.
Bright Pattern is cloud-based with no downtime, even during software upgrades and updates. 0 downtime means your contact centre can keep running. Through the cloud platform, Bright Pattern allows businesses to deploy remote agents, providing flexibility for contact centres.
Bright Pattern’s contact centre software has customizable APIs and drag-and-drop scenario builders to tailor our platform to your business’s specific use cases. Customize the customer journey and the agent experience with our drag-and-drop scenario builder.
Bright Pattern has the fastest ROI in the contact centre industry, allowing customers to see a return-on-investment in half the time of the industry average. Bright Pattern, due to its cloud architecture, also has the fastest time to implement in the industry, able to be implemented in only a few weeks.
Bright Pattern’s call centre CRM solutions address the everchanging scope of customer service, keeping the overall client experience in mind. Our software’s primary aim is to solve the many challenges that call centres face. Some of the highlights of our platform include:
Tailor the workflow during and after an interaction to match your specific use case. Customize the after-interaction journey, including sending automated surveys, emails, notifications, confirmations, and more.
Tailor the customer journey over any channel, including voice calls, chats, and text messaging. Allow customers to switch between any channels seamlessly, and track their journey with your contact centre through the whole interaction. Learn More
Chat widgets, chat forms, and surveys can be edited and customized with Bright Pattern’s intuitive UI editor without the need to code or re-upload chat snippets. Learn More
After an interaction is finished, the platform can start a set workflow scenario depending on factors like call disposition. Automate the workflow process with scenario-based communication and data blocks. Learn More
Contact centres can set scenarios where emails and SMS messages are sent. These outbound messages can be notifications, transcripts, information, survey requests, confirmation numbers, and other written information. Learn More
Send automated outbound notifications over channels like email, SMS, and text messaging to notify clients and keep them in the loop.
Inbound and outbound calls are vital for your agents to generate new leads and keep your existing customers satisfied with your services. Our software enhances performance in both areas with the following features:
Automatically detect when an answering machine is picking up the call instead of a live person. Utilize advanced outbound dialing software to detect when to leave a message or when to connect live callers to agents. Learn More
Predictive Dialer capabilities automatically dials a list of numbers and only connects live calls to agents. Skip missed calls and answering machines, and improve call efficiency, key contact centre metrics, and time management. Learn More
Fine-tune lists by sorting and filtering to maximize output. Move contact list records from campaign to campaign, and prioritize hot leads from your lists. Learn More
Skills-based routing lets contact centre supervisors precisely and fairly distribute incoming interactions to agents. Match customers with the best-suited available agents who are best fit to handle the interaction. Learn More
Interactions on all digital channels are automatically distributed fairly and precisely to the right agents based on a combination of interaction properties and agent properties. Learn More
Interactions with customers who have defined contact information from a CRM can be routed to the same agents or an agent from the same team who previously helped the contact. Customers from dropped interactions can easily connect back and pick up from where they left off. Learn More
Our omnichannel software lets you take advantage of multiple digital platforms to improve customer satisfaction, allowing your clients to use their preferred channels during communication. Several tools our software features include:
Bright Pattern supports all messenger applications, like Facebook Messenger, WhatsApp, WeChat, Twitter Direct Messaging, Viber, Line, and Telegram. Connect with customers over mobile channels and switch the conversation to any channel. Learn More
Switch between channels seamlessly. A conversation that starts on one channel can be seamlessly transferred to another channel, with the full context of the conversation at the agent’s fingertips to make the channel switching effortless. Learn More
Automate outbound notifications through email, SMS, and text messaging. Utilize outbound notifications to keep your customers in the loop, and allow them to contact your agents over any channel for further information. Learn More
Customers with known messaging app accounts, phone numbers, and contact information are automatically identified when they connect with your contact centre, allowing agents to get a glimpse into their activity history during the interaction. Learn More
Bright Pattern’s platform supports chats on websites, and utilizing point-and-click configuration, your contact centre can tailor the chat to different web pages on the website with different offers and call-to-actions.
When an interaction is dropped, a customer who is redialing can be brought back to the same agent who handled that interaction. The customer can be accurately identified based on information from the CRM integration. Learn More
Bright Pattern’s omnichannel quality management and reporting features let you evaluate and enhance the quality of agent communication across all communication platforms by using:
Detailed reports include all data from all interactions on all channels. Get reports on channels like messenger apps, chat bot, web chat, email, voice, SMS, text messaging, and more. Learn More
Supervisors can quickly view key metrics and KPIs about their assigned service queues, campaigns, teams, and agents. Get alerts and associated statistics about contact centre performance in real-time. Learn More
Customize reports to highlight specific KPIs and save resulting data sets for future review. Easily customize reports by easily dragging and dropping the data you need to see from the report. Learn More
Access third party data platforms for comprehensive reporting and analytics. Work with data from Tableau, Amazon Quicksight, Zoho Reports, Google Data Studio, Zoomdata, and more. Learn More
Customizable global and personal wallboards that display real-time statistics, metrics, and other data for agents, teams, and supervisors. Get accurate, real-time data for analytics and reporting on-the-go. Learn More
Run reports with set parameters, and get the reports you need quickly. Scheduled periodic reports to be delivered at the preset values, allowing you to get consistent and insightful data into your contact centre without having to manually run the report. Learn More
Our cloud-based remote agent call centre software combines all the benefits of a traditional in-person solution with the advantages of operating a remote call centre with virtual agents. Based on the cloud, adding remote agents is easy and seamless. Some of the primary features include:
Bright Pattern’s platform is based on the cloud, allowing contact centres to deploy remote agents easily and at a moment’s notice. During emergencies or major events, quickly switch to a remote workforce to meet the needs of your customers and agents. Learn More
Bright Pattern’s contact centre platform has an intuitive UI, allowing agents to be quickly and easily trained. Hire agents from anywhere around the world, and get them up to speed quickly with the easy-to-use UI.
Allow supervisors to gain access to reports that contain information on all channels, including new emerging channels like messenger apps and chat bot. Get detailed reports on the performance of these digital channels. Learn More
Real-time dashboard with the status of all agents that are currently active in the contact centre. Supervisors can quickly view metrics like assigned service queues, campaigns, teams, and agents with associated statistics, alerts, and actions in real-time. Learn More
Build custom reports that highlight the data your supervisor needs to see. Create customer reports by highlighting which metrics and KPIs to display, and save and schedule data sets tailored to the data you need to see. Learn More
Maintain business continuity, even during major events or emergencies. Bright Pattern allows your contact centre to quickly shift to a remote workforce, allowing you to continue serving your customers with no downtime or pause.
Bright Pattern’s mobile agent desktop delivers outstanding customer service to clients who prefer to communicate through their mobile device — in a single browser window. Among the primary features of this tool are
Bright Pattern’s mobile agent app for the smartphone allows agents to connect with customers over voice and text messaging through the mobile app.
Agents can take notes during the conversation, and these notes and interaction data is synced in the platform so that the agent can access this information later on their Unified Agent Desktop on the computer.
Promote knowledge sharing and cross-departmental communication by allowing contact centre agents to bring in subject matter experts from outside the contact centre.
All interactions that occur over the mobile app are synced in the platform, giving agents access to interaction history and context from the mobile app interaction on their desktop computer.
Bring in experts from outside the contact centre into the conversation. Allow other specialists within the company to join the conversation and assist the customer during the conversation, providing better customer service.
Contact centre supervisors are able to monitor performance on mobile application interactions through the Bright Pattern mobile app as part of the unified reporting. Gain insight into the performance of mobile app channels.
Bright Pattern’s AI and bot technology delivers the benefits of call centre automation while enhancing the customer experience. AI can assist agents during client interactions in various ways, including:
Bright Pattern’s platform integrates with all kinds of best-of-breed AI. Bright Pattern integrates with Google AI, IBM Watson, Amazon AI, and Microsoft AI, just to name a few. Learn More
AI integrations can provide assistance to agents during conversations. AI integrations can provide real-time sentiment analysis to agents during conversations to help agents gauge customer mood, and provide suggested responses to help agents guide the conversation. Learn More
Implement bots through web chat and allow customers to first go through self-service on your company website with a chat bot. Automate the first conversation with the customer. If the customer needs assistance from a live agent, they can be transferred seamlessly to a conversation on another channel. Learn More
Best-of-breed AI integrations allows you to utilize Natural Language Processing with Bright Pattern’s contact centre platform. Allow customers to utilize their natural language and voice to navigate self-service options within your IVR menu.
Through AI integrations, Bright Pattern’s platform can monitor interactions in real-time and determine whether the customer is neutral, positive, or negative about an interaction. Through real-time sentiment analysis, Bright Pattern’s platform can flag negative interactions and supervisors can intervene in real-time. Learn More
With real-time AI monitoring, supervisors can gain insight into contact centre performance and gain insight into customer behavior. Interactions are compiled into a unified report with all channels, letting supervisors gain insight into the contact centre. Learn More
Increase your call centre’s efficiency and performance with a solution that delivers 100% uptime, ensuring you stay connected during the most critical periods. Highlights include:
Active-Active architecture ensures that your contact centre won’t go down, even during unforeseen events or disruptions. If one cloud storage base goes down, there is another one to support your contact centre.
Based on the cloud means Bright Pattern’s software will always be available and ready-to-use. Even during upgrades or maintenance, keep your contact centre running from the cloud. Learn More
Bright Pattern is capable of deploying a remote workforce at a short notice, keeping your contact centre running even during major events or disasters. Deploy a remote workforce at any time if needed. Learn More
Multiple Internet Service Providers for each cluster to ensure that even if an Internet service provider blacks out, the cluster will still be supported by another internet service provider to ensure no downtime.
Multiple power and electricity providers for each cluster to ensure that if a power and utilities provider experiences an outage, another one will be able to support the cluster to ensure no downtime.
Multiple telecommunications providers for each cluster to ensure that if a telco company experiences an outage, another telecom provider will be able to support the dialing and SMS capabilities of the contact centre to ensure no downtime.
Bright Pattern’s contact centre software complies with industry standards, featuring various advanced security measures to protect customer-sensitive data and information. Areas of compliance include:
Process payment securely according to PCI DSS security standards. Payment information is encrypted and stored securely on Bright Pattern’s platform, with consistent vulnerability assessments and scans of security infrastructure. Learn More
Bright Pattern’s platform safeguards protected health information (PHI), implementing features like role-based access control, encryption of data, and secure data storage. Gain access to complete audit records at both the system-level and tenant-level. Learn More
SOC 2 compliance provides data security to ensure confidential information is kept private. Bright Pattern implements security protocols like role-based protection, password protection, defined roles and responsibility, and encryption on all forms of interaction. Learn More
GDPR compliance ensures that Bright Pattern’s contact centre platform is compliant with the standards set by the European Union. Bright Pattern includes features like allowing contact centres to manually erase content, special access controls, erasure of any interaction, and comprehensive records of every interaction. Learn More
TCPA compliance in the Bright Pattern platform helps your contact centre follow outbound dialing regulations. Integrate Do Not Call lists, have multiple opt-in and consent options, and set the platform to have curfew hours and other necessary regulations. Learn More
Bright Pattern’s contact centre software provides key features to help visually impaired contact centre agents. The agent desktop supports screen readers, shortcut keys, and tags in key interface locations. Learn More
Find out what makes our customers so excited about working with Bright Pattern. Reach out today to schedule your free product demo and let’s see how we can improve your business.
