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AI-Powered Inbound Call Center Software

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Inbound Contact Centers Improve Customer Satisfaction

According to studies, 94% of customers will repurchase from a business when their experience is effortless. As a business looking to excel in customer service, your inbound contact center is your focal point. An inbound call center is generally a call center exclusively handling interactions initiated by your customer. Inbound call centers typically take customer calls, provide customer support, and provide great customer experiences.

Only a contact center solution designed to reduce friction and increase ease can provide your customers with the best possible experience. Enable your inbound contact center agents to communicate with customers in whatever manner they want, including voice, email, SMS, messengers, social media, and live chat.

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Omnichannel Capabilities for the Call Center

The customer journey has evolved. As technologies advance rapidly, so do your customers’ preferences. Older customers may still want to use the phone, while your younger customers may prefer self-service bots. When your customers contact your inbound contact center, they’re expecting an experience that’s seamless, interactive, and efficient. They’re also expecting to be able to use all communication channels available. This makes omnichannel capabilities essential.

To get the most out of your inbound call center software, you need advanced omnichannel capabilities. Bright Pattern contact center software allows your sales team, marketing team, or customer support team to connect with customers on any digital channel, whether it’s traditional channels like phone and email, or digital channels like SMS, live chat, and messenger apps. At any point during the conversation, the customer can be switched to another channel while the agent has full context of the conversation, keeping the exchange continuous. No matter what channel you are communicating on with your customer, Bright Pattern will ensure a successful customer journey.

Improve Personalization with CRM Integrations

Customers expect personalization and want seamless customer service when they call into your contact center. Bright Pattern’s inbound call center software allows agents to get access to critical customer information during an interaction through CRM integrations. Integrate with major third-party CRM vendors and CRM software offerings, like Salesforce, Microsoft Dynamics, and Oracle ServiceCloud, or integrate with your natively-built CRM software. For example, with caller IDs, Bright Pattern’s CRM integrations can identify the caller and pull up information like activity history, phone numbers, and more.

While improving personalization in your inbound contact center greatly improves your customer service, it also has an added bonus — it increases your ability to drive sales. By integrating your Bright Pattern solution into your customer relationship management (CRM) system, you give your agents upselling and cross-selling opportunities. Upselling occurs when your agent can sell customers additional or upgraded services to solve their problems. Cross-selling is when an agent is able to sell complementary services. Use Bright Pattern to create a more holistic approach to servicing your customers, empowering your agents to ensure their customer interaction goes above and beyond. Why meet expectations when you can exceed them?

Powerful IVR for Self-Service

Bright Pattern’s Interactive Voice Response (IVR) feature transforms your inbound contact center. As a result, your IVR platform mimics a human assistant, directing your customers to the right agent through a touch-tone keypad or voice input. It helps your customers to solve basic problems or answer basic questions on their own, and it empowers your agents by collecting relevant information at the beginning of the call.

Traditional IVR gives callers a menu and asks them to press a number indicating their need. Conversational IVR navigates your customers through your call center to the right resource within the company. Your customers experience faster responses 24/7/365, and your agents experience increased productivity.

Multichannel vs. Omnichannel Call Center Software

Both multichannel and omnichannel customer service and contact center solutions involve communicating through multiple channels. The key difference is your customers’ experience. The customer journey today often involves several channels and touchpoints, and customers expect their journey to be consistent and personal across all of them.

A multichannel call center software solution is siloed and creates friction in the customer journey. The Bright Pattern omnichannel customer experience platform is built on a single unified architecture that manages all channels natively while maintaining context. The result is a consistent, meaningful, and personal customer experience.

The Bright Pattern omnichannel inbound call center software not only enables a seamless transition between channels, but it also allows customers to stay in contact with the same agent, saving them the trouble of having to be transferred to another line or repeating themselves to a different representative.

The Importance of an AI-Powered Inbound Contact Center

Artificial intelligence, or AI, used to be something from the movies. Not anymore. Your organization can harness its power and provide your customers with a smooth, enjoyable experience. When people call into inbound call centers, they usually have a question or a complaint. Either way, they may be frustrated or feel helpless. Your inbound call center has the ability to change that and empower them to find the answers they need.

Using Bright Pattern’s AI technology, your contact center can experience shorter wait times and faster customer service. Inbound call center agents can use speech and voice recognition to verify customers quickly. They can also route customers to specialists faster without requiring them to repeat their reason for calling multiple times. For simpler requests, your organization can leverage virtual agents and assistants to engage with customers who want self-service options. Through strategic planning, we’ll determine how to use AI to create a fairly autonomous — and improved — customer service setup.

Unified Agent Desktop

Our omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey.

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Omnichannel Quality Management

Ensure consistently excellent customer experiences and optimize call center performance with AI-powered OmniQM.

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CRM Integration

Track the customer journey with your business on any channel. Integrations with all CRM providers or your own system of records.

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Inbound Call Center Integration Features

Omnichannel Agent Desktop

Connect all digital channels into one, easy-to-use desktop. Connect voice phone calls, video, live chat, mobile app, social media, and text message interactions all into one seamless experience.

Suitable for Any Business

Bright Pattern’s solution can power any contact center and has the scalability to match businesses of all sizes. Gain access to full call center functionality.

Built-In Quality Management

Implement QA on any customer interaction with AI and automation. Track agent performance through KPIs and metrics, and deliver comprehensive data to supervisors and admin.

High Reliability

Being based on the cloud means high reliability and uptime. Experience no downtime no matter what. Bright Pattern’s 24/7 support ensures business continuity. Deliver great customer experiences 24/7 with greater reliability.

AI-Powered

Bright Pattern’s contact center solution is AI-powered, powered by best-of-breed AI from companies like Microsoft, IBM, and Google.

Workflow Management

Manage the flow of inbound calls, outbound calls, and interactions with intelligent call routing and queue management. Implement workforce management integrations for better customer service.

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Robust Analytics

Bright Pattern’s omnichannel contact center platform has powerful customer analytics, reporting, and quality management capabilities across all channels. Bright Pattern’s call center software allows businesses to monitor 100% of interactions on all channels, ensuring exceptional customer service on every customer interaction. Track important metrics and critical KPIs through an easy-to-use dashboard, and deliver exceptional customer experiences.

Customer analytics

Gain access to accurate data analytics tools so your call center can dive deeper into anlayzing customer behavior. Be better prepared to provide an exceptional customer journey on any channel.

Direct insights

Align your business strategy with the customer journey to improve customer loyalty. Provide accurate support paths so customers can have their issues resolved faster, help agents contact priority customers with personalized service, and target loyal customers.

Quality management

In addition to real-time and historical business analytics, Bright Pattern is the first to offer omnichannel quality management across all communication channels, with recordings, transcription, speech analytics, and more.

Powerful Integrations

Microsoft
Zoho
Salesforce
Zendesk
Pipkins
NICE
Aspect
Oracle
Monet

Additional Bright Pattern Features

  • Built-in Quality Management
  • CRM Integration
  • True omnichannel
  • Cloud-Based
  • Automated Bot Conversations
  • AI-Powered Agent Assistance
  • Sentiment and Text Analysis
  • Drag-and-Drop Scenario Builder
  • Unified Agent Desktop
  • WFO and WFM Integration
  • Interactive Voice Response
  • Click-to-Call, Click-to-Chat Capabilities
  • Intelligent Routing
  • Automatic Call Distribution (ACD)
  • Call and Screen Recording
  • All Digital Channels Supported
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Cloud-Based Call Center Software

“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.”

Derek G.

Director of Contact Center Operations

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

KC R.

BPO Technology Lead

“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.”

Sean Rivers

Director of Operations Technology

“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.”

Othmar B.

VP Marketing

“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. ”

Julie T.

Retail Support Representative

“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.”

Sal Y.

Head of Customer Support

Frequently Asked Questions

Bright Pattern inbound call center solution is the perfect platform for an inbound call center service. Bright Pattern can power inbound call centers of any size and handle large amounts of incoming calls seamlessly. Bright Pattern’s call center software has powerful, advanced features to assist inbound centers, such as self-service menus to help lower queue times, advanced ACD capabilities to help queue times and direct calls to the right agent, and an easy-to-use agent dashboard on the agent’s screen to help them deliver great customer service.

Bright Pattern’s contact center software is omnichannel capable, meaning interactions and any inquiry can be routed to different channels. A phone call, for example, or an interaction that started through social media can be switched to a messenger interaction, ensuring that the customer has a smooth experience from start to finish. This kind of omnichannel routing ensures a quick resolution to customer issues, and seamless inbound interactions

Furthermore, all interactions can be saved with a CRM integration feature, meaning supervisors can review call recordings of incoming calls for later agent training and review and supervisors can ensure their inbound call center service is going well in real-time through the customizable dashboard.

Bright Pattern’s call center services are a great option for any industry, whether you run a business process outsourcing (BPO) business, a large enterprise with a big call center, or a small business. Bright Pattern’s software is based on the cloud, which means it can be adapted to businesses of any size. With a cloud-based call center solution, your business or contact center can scale to any number of agents. Utilize advanced call center technology to adapt to any number of inbound callers, while maintaining an affordable inbound call center service due to the reduction of maintenance costs as well as the removal of software and hardware maintenance costs.

Bright Pattern’s inbound call center software offers comprehensive CRM integration as well, meaning crucial information like phone numbers, interaction history, call recordings, negative and positive attitudes during interactions, and other information is available for agents to access. With the cloud, you can reduce operational costs while improving functionality by customizing the platform with your desired APIs and scenarios, with CRM integrations like Salesforce and Microsoft Dynamics. With Bright Pattern’s omnichannel retail software, the customer service function within your business can shine.

Bright Pattern’s call center software also allows supervisors to monitor interactions in the inbound call center. Supervisors can get access to dashboards for unified reporting, and access interaction information like call recordings, customer sentiment, and more for agent training.

OmniQM is Bright Pattern’s omnichannel quality management system that helps your supervisors monitor 100% of interactions on all channels in the contact center. OmniQM can function on all digital and traditional channels, with a reporting dashboard that can be set with specific preferences and metrics for reporting. OmniQM utilizes automation to monitor all channels, and preferences can be set as well for when a supervisor should be alerted of a low scoring interaction. If a low scoring interaction is detected, that interaction can be routed to a retention specialist while the full interaction is saved for review.

OmniQM can also help improve workforce management by allowing supervisors to determine where the contact center can improve. By pinpointing specific key issues, supervisors can improve KPIs and metrics like customer satisfaction, average handling time, first contact resolution, and more.

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