Automatic Case Creation and Tracking

Bright Pattern’s Automated Case Creation and Tracking

Bright Pattern’s call center software stores all information about a caller or customer’s activity in a case, where agents can open and review at any time. These cases are automatically created during an interaction on the call center platform, allowing agents to be informed and organized while filling out a ticket or helping a caller. These cases include information like communication history, the channels that were used to communicate, and notes about the customer’s issue.

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Instantly Create and Update Cases

Bright Pattern’s call center software automatically creates cases. For example, every new email from a customer that enters the platform automatically triggers the creation of a case within the call center platform. As contacts continue to interact with the call center, their activity history, such as email messages, recorded calls, notes, and dispositions, are placed inside of their respective cases. These cases can be reviewed and appended at any time. Through automatic creation and updates, Bright Pattern makes the experience easier for agents and supervisors, making the workforce more productive.

Search for the Case Easily

Bright Pattern’s contact center software allows agents and supervisors to easily search for information within a ticket. Cases might accumulate over time to contain many email messages and notes. With Bright Pattern’s search function, your agents and supervisors can easily find the specific message that they are looking for based on criteria that can be set in the search bar. Cases can be searched through based on information like the time the case was created, when it was last updated, the contact’s name, the service that the ticket went through, and the priority of the case.

Powerful CRM Integrations

Bright Pattern’s call center software seamlessly connects with your existing CRM system or any major CRM provider. Bright Pattern is the top call center software that allows you to utilize customer information, like caller IDs, activity history, phone numbers, and more. Bright Pattern CRM integrations puts this data at your agent’s fingertips to allow your call center to offer a personalized customer experience. Bright Pattern will fully integrate with your existing system of record or customer relationship management system. Bright Pattern’s contact center solution integrates with all major CRMs including Microsoft Dynamics 365, Salesforce, Oracle Service Cloud, ServiceNow, and Zendesk. Through CRM integrations, you can boost workforce productivity as well as customer satisfaction.

Unified Agent Desktop

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

Omnichannel Quality Management

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

CRM Integration

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

Bright Pattern Automatic Case Creation Features

Easy to Use

All email messages, updates, and notes are stored in a single view.

Omnichannel History

Cases and tickets include all information, including which channels were used during interactions.

Automated Case Creation

When email tickets come in, cases are automatically created in the service queue, which agents can then work on.

Convenient Search Options

Bright Pattern provides many options for sorting, filtering, and searching through specific cases.

Empower Agents

Boost contact center agents and contact center managers performance with advanced case creation.

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Unified Communications for Businesses of All Sizes

Bright Pattern’s omnichannel call center software is accessible to businesses of all sizes and is suitable for any situation, taking your omnichannel contact center to the next level. It can be utilized by any industry or vendor, like retail business, online stores, online business, and brick and mortar stores. Bright Pattern’s omnichannel contact center is the best platform and contact center solutions to beat the competition in customer experience, allowing your omnichannel contact center to beat the competition, improve efficiency, beat the competition, meet customer demands, and deliver exceptional customer experience.


Easily activate new channels that are introduced to the industry and grow your business in the best way possible. Use a single platform to deliver on an omnichannel strategy with your omnichannel contact center solution and deliver better customer experience.

AI Integrations

Utilize powerful drag-and-drop tools, APIs, and features to create the customer journey that best fits your business strategy, and take your omnichannel cloud contact center to the next level.


Omnichannel and cloud-based means you can scale our software to suit any sized business. Our cloud customer experience platform is perfect for businesses with seasonal needs.

Powerful Integrations


Additional Bright Pattern Features

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.”


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’s cloud call center solution utilizes the power of our cloud, cloud technology, and omnichannel interactions to power your customer experience and provide exceptional customer experiences. All call center technology and office technology needed to build strong customer relationships and a seamless customer experience are accessible through cloud call center software on a single interface. This means a cloud call center solution can allow your outbound call center or inbound call center to handle incoming calls and outbound calls, while being able to use other channels of communication, with more cost-effectiveness compared to legacy systems. Even though Bright Pattern is a cloud contact center software, Bright Pattern can integrate with your business phone system to support your customer support team. Utilize computer telephony integration, or CTI, to transform your CX into a cloud call center. Bring in your own phone provider and utilize CTI integrations so that the phone support is the same, but the technology is better. Make the overall cloud contact center experience better for call center reps, callers, and supervisors.

A cloud call center solution and cloud contact center software can give your contact center access to powerful technology. This includes powerful IVRs, autodialer, predictive dialing capabilities, 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 cloud call center technology can support seamless outbound dialing for outbound campaigns. Support outbound campaigns and dail through a list of phone numbers quickly with Bright Pattern’s dialing options, dialer capabilities, and outbound dialing infrastructure.

Utilize different dialing options in Bright Pattern’s platform, like auto dialers, automatic dialer, power dialer, progressive dialers, preview dialer, and more to go through a list of phone numbers quickly and power outbound customer communications. Skip disconnected phone numbers and leave voicemail on unanswered calls, meaning there is less time wasted for agents. Through Bright Pattern’s channel support, allow customers to connect back on any channel.

Allow agents to seamlessly go through a list of phone numbers as part of an outbound campaign and power an efficient, yet effective outbound call center. Bright Pattern is the right call center software for call center tools and call center solutions to power outbound dialing.

Bright Pattern’s call center solution integrates with any CRM solution. Allow your virtual call center 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 center agents in your cloud call center can utilize integrated CRM solutions within the virtual call center software for better customer experience and workforce optimization.

On Bright Pattern’s cloud call center solution, data centers are utilized to securely store data, meaning strong and effective disaster recovery and data protection for a secure overall cloud contct center. Bright Pattern’s cloud contact center platform and software solution let’s your call center agents and sales team in your virtual call center 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 center 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 center 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 center 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 center 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 center with an auto-attendant. Bright Pattern’s IVR business systems and call center 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 center tools and best call center solutions to boost customer engagement and transform your inbound contact center.

Leverage a combination of AI, machine learning, call routing with the phone system, and a powerful cloud contact center 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 center software for an effortless customer experience with an auto-attendant.

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