Virtual call centres are cloud-based contact centres that give enterprises the ability to decentralize their contact centre operations. Virtual call centres and a remote call centre solution saves organizations costs while allowing customer service teams to deliver high quality of service. Virtual call centres allow organizations to recruit customer support agents from anywhere in the world, allowing their customer service teams to attract a wide array of talent just from a flexible call centre solution. Virtual contact centre solutions allow businesses to acquire call centre agents from across the globe. This allows call centres to have a geographically dispersed workforce rather than having them all located in a single site. Virtual call centre agents can work remotely from home or at various centres around the world.
Bright Pattern’s cloud-based virtual call centre solution and remote contact centre software for remote agents delivers all of the benefits of a traditional contact centre solution while providing the additional benefits of the flexibility gained by supporting a remote call centre with virtual call centre agents. Our virtual contact centre software solution allows your organization to “flex” during peak or low times, recruit talent from any geography, and deliver a complete omnichannel customer experience. In addition, Bright Pattern provides a powerful omnichannel quality management solution that allows you to score 100% of all customer interactions and manage agent performance to boost agent productivity among remote workers. Track the entire customer journey in your remote call centre. Track important KPIs and omnichannel interactions to ensure that the entire customer journey has high quality of service. This combination of advanced omnichannel virtual contact centre software with embedded quality management makes Bright Pattern the clear choice for delivering the best customer and agent experience.
Keep your business going no matter what. Bright Pattern’s robust system and Active-Active architecture ensure uninterrupted continuity even in the case of a local disaster or facility interruption. Intelligent routing and call logs ensure that calls go to the right agents in the right locations and that admins receive access to comprehensive reporting.
The farther a call has to stretch geographically, the more likely voice quality will become an issue. Prevent this through Bright Pattern’s advanced ACD software, which intelligently distributes calls and routes callers to the optimal agent. Bright Pattern maintains several local points of presence and a large portfolio of telecom providers to ensure that callers are connected directly to agents who are answering inbound calls and located in the same geography, and they are only routed to remote locations if local agents are not available.
Utilizing virtual call centre solutions to centrally manage your contact centre while maintaining local flexibility. Inbound and outbound call centres can be set up and managed individually while providing maximum service levels. Quality management resources, dialing plans, and routing rules can be defined globally and executed locally.
Optimize your geographic presence with an ideal combination of local and remote resources. For companies needing agents to provide 24/7 support, Bright Pattern provides them with the ability to leverage agents across multiple time zones and select the ideal remote call centre agent based on skill, costs, geography, and more. Allow your agents to provide the same level of professional service across all communication channels regardless of location. If agents need assistance, utilizing remote communications like Slack or Microsoft Teams integration for easy assistance.
Monitor 100% of all interactions on all channels. AI-powered, built-in quality assurance ensures remote agents are providing excellent customer experiences no matter where they are. Bright Pattern’s OmniQM system allows supervisors to score, coach, and help remote agents. Access comprehensive interaction recordings in remote data centres and review sentiment and speech analytics of remote agent’s interactions. Do all of this in real-time, with no delay even while geographically dispersed.
Bright Pattern is fully compliant with major international and domestic regulations, including but not limited to PCI, HIPAA, GDPR, TCPA, and SOC. Due to Bright Pattern’s globally-usable software, Bright Pattern will host customer information locally in compliance with local rules, maintain local points of presence to store calls, and provide local calling numbers in-country as required.
Our omnichannel contact centre solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey.
Our omnichannel contact centre solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey.
Hosting on the cloud means easy setup with high reliability. With Active-Active architecture, experience no downtime no matter what.
Get access to the latest technology, all at your fingertips. With only an internet connection, gain access to the newest technology.
AI-powered omnichannel quality management allows admins to monitor interactions with live prospects across all channels.
High security call centre software. Bright Pattern is fully PCI, GDPR, TCPA, HIPAA, and SOC compliant.
If one call centre is overflowing, another call centre from across the world can help with the workload.
Optimize your contact centre operations for your geographic situation, and optimize local and remote resources.
Boost customer satisfaction, deliver great customer service, and optimize your call centre operations.
Ensure quality on all channels, like voice, video, SMS, text, instant messaging, messaging apps, social media, and more.
Get access to call recordings, sentiment data, and CSAT scores instantly in real-time, with no delay despite geographic distribution.
Supervisors can easily coach and train agents based on interaction history and data. Ensure high interaction quality no matter where an agent is located.
Bright Pattern’s remote call centre software utilizes the power of our cloud technology and omnichannel interactions to power your customer experience and provide exceptional customer experiences. Bright Pattern’s virtual call centre software is within the cloud. This means that all call centre technology and office technology needed to build strong customer relationships and a seamless customer experience are accessible through cloud call centre software on a single interface. Customer service teams within a remote call centre can work from anywhere and get the job done remotely through a virtual call centre software.
With a remote contact centre solution as well as an omnichannel contact centre solution, Your cloud contact centre can power inbound and outbound call centre capabilities with ease while being more cost-effective.
A cloud call centre solution and customer service solutions can give your customer service call centre access to powerful technology. This includes powerful IVRs for omnichannel routing and intelligent call routing, auto dialer, predictive dialing capabilities, automation capabilities, comprehensive CRM integrations, and communications on all channels like voice, SMS, social media, web chat, MMS, chatbot, voicemail, text, smart phones, and mobile applications. Power a full customer experience with customizable features through just a browser.
Bright Pattern’s call centre solution integrates with any CRM solution. Allow your virtual call centre to perform lead management with ease, putting customer information right at your agent’s fingertips on the cloud platforms. Whether they’re on a laptop or on a desktop with a headset, call centre agents in your cloud call centre can utilize integrated CRM solutions within the virtual call centre software for better customer experience and workforce optimization.
On Bright Pattern’s cloud call centre solution, data centres are utilized to securely store data, meaning strong and effective disaster recovery and data protection for a secure overall cloud contct centre. Bright Pattern’s cloud contact centre platform and software solution let’s your call centre agents and sales team in your virtual call centre effortlessly lead customers and callers through the CX journey.
OmniQM is Bright Pattern’s quality assurance system. Utilizing AI, OmniQM allows for detailed analyses and analytics of every interaction, ensuring remarkable customer experiences with every interaction. OmniQM makes agent management easy, allowing your call centre to ensure that a qualified agent is delivering a good customer experience, employee productivity is high, customer connection is being made, best practices are being followed, and every service moment is impactful.
With Bright Pattern’s real-time dashboards, get supervisors insight into the agent experience and the performance of various teams, like your remote workforce, remote team, sales team, support team, and others. Ensure that idle time is low, average call duration is reasonable, call volume is being handled, hold time is low, agent uptime is high, and the efficiency of your agents is high. With real-time dashboards and monitoring, your supervisors can even intervene at the right time when an interaction is rated as low, allowing them to make quick decisions at the right time on the spot. Previous interactions and scripts with the caller are saved for agent training and can be utilized to create agent scorecards.
Gain the competitive advantage with the best call centre platform, be empowered to make quick decisions during inbound customer service, ensure a smooth agent experience, utilize workforce management tools, and find new opportunities to build strong customer relationships in today’s digital world.
Bright Pattern’s sophisticated IVR, or interactive voice response system, can be customized with specific workflows to match any use cases and queries that are requested of it. With legacy contact centre technology, self-service can be slow and troublesome. The pain of your system can be felt by customers, leading to a negative customer experience for the caller.
With Bright Pattern’s customizable call centre systems and IVR, callers can be led through effortless self-service, powered by natural language processing, AI, and machine learning. Utilize technology like AI and machine learning to route calls and customers with queries through an effortless virtual call centre with an auto-attendant. Bright Pattern’s IVR business systems and call centre systems can also perform call routing with the auto-attendant when the caller wants to speak with a live agent.
Bright Pattern’s phone support system and IVR system also has advanced call distribution (ACD), allowing for a fair distribution of calls to the next available agent or specific agents. With smart call routing, intelligent IVR, an advanced IVR system, and a user-friendly interface for the agents, Bright Pattern provides the best call centre tools and best call centre solutions to boost customer engagement and transform your inbound contact centre.
Leverage a combination of AI, machine learning, call routing with the phone system, and a powerful cloud contact centre platform to beat the competitors in self-service and route calls with ease. Get live prospects through the CX journey faster, reduce hold time, and leverage virtual call centre software for an effortless customer experience with an auto-attendant.
