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Bright Pattern

The All-In-One AI-Powered Contact Center

Bright Pattern AI Suite Offering

AI Suite (Real Time)

Virtual Agent

AI Agents engage in dynamic, context-aware conversations and adapt to complex tasks without human intervention. From automating processes like scheduling to handling customer inquiries, AI Agents boost efficiency by freeing up teams to focus on high-value work.

Transcription

Transcription converts speech into text from live or recorded interactions, transforming conversations into actionable insights that enhance customer service, ensure compliance, power AI, and support agent training.

Transcription, Summarization, and Note-Taking

Advanced transcription and AI-driven tools help you gain full context of customer interactions without reading lengthy transcripts.

Agent Assist and Teleprompter

Agent Assist offers real-time suggestions, reminders, and tools to ensure compliance and improve service. Features like customized teleprompters, real-time alerts, and supervisor tools such as transcription and sentiment analysis streamline workflows and enable quick intervention.

ASYNC

Transcription

Transcription, Summarization

Advanced transcription and AI-driven tools help you gain full context of customer interactions without reading lengthy transcripts.

Interaction Analytics / Intents

Interaction analytics allows you to track customer trends by detecting intents like churn through keyword matching or AI prompts. It helps identify problem areas, monitor improvements, and save time. Features like interactive dashboards and discovery analytics uncover trends, root causes, and spikes in activity.

Quality Management / Auto Scoring

Automated forms provide a comprehensive view of performance and customer experiences. With features like weighted scoring, customer surveys, and interactive dashboards, businesses can track performance, uncover insights, and monitor trends. This system allows for detailed performance analysis, helping identify areas for improvement and track progress over time.

Bright Pattern Workforce Management

Built on Bright Pattern platform
No integration required
Automated data import
Ease of administration and single UI
Single source of truth for Contact Center and WFM
Utilizes advanced AI technologies and algorithms

Forecasting

Forecasting is a five-step process to predict interaction volumes, handling times, and staffing needs by entering general information and historical data.

Effective forecasting relies on historical data, which must be validated and normalized to eliminate outliers and ensure accuracy.

Scheduling

The shift overview screen allows planners to create, optimize, and edit agent schedules, providing insights on staffing needs and agent assignments.

The mobile app enables agents to check their schedules anytime, view shift details, manage time off requests, and track their approval status.

Intraday

Intraday management involves monitoring real-time data against forecasts, enabling responsive action to unexpected events.

If actions deviate from the forecast, one can trigger a reforecast, adjusting intervals and percentages to recalculate for the rest of the day.

Real-Time Adherence

The request view allows approvers to manage manual approval requests by searching or filtering and easily approve pending requests.

Reports and Analytics

By comparing historical data, forecast scenarios, and actual results, one can identify the best-performing forecasting method and adjust assumptions to optimize future predictions. This iterative process helps improve staffing levels, service levels, and overall workforce efficiency.