Grow Your BPO With Cloud-based Omnichannel Part 2

I wrote part one of this two part BPO blog series explaining the necessity of offering omnichannel customer communications and adapting to mobile channels. Fifteen years ago the average consumer typically used two touch points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points with nearly 50% regularly using more than four. The blog made it clear that there’s a high demand for the omnichannel experience from both your clients and their customers.

Today I am going to share why Bright Pattern is tailored for BPOs and how we can help your BPO growth.

Complete Reporting is Your Competitive Advantage

Offer flexible client reporting options, including custom reports, automated delivery, and direct reporting data access. Build trust with your clients by providing them with quality control and oversight options, including direct client access to monitoring, call grading, ad-hoc reporting, and customer survey data. In addition, get direct access to real-time web-based dashboards, with client service data and periodic scheduled reports with email delivery and details about client operations. Additionally, Bright Pattern offers omnichannel quality management, allowing you to get reporting on all interactions on every channel within your contact center.

Unbeatable Cost of Ownership

When you add up the costs of an on-premise solution, it’s easy to see how cloud solutions make the most sense.

  • Initial upfront hardware costs of servers and storage
  • Cost of replacement parts to maintain servers
  • Redundant hardware purchases if high availability is required
  • Power and cooling electricity expenses
  • Software licensing costs, typically paid upfront
  • Labor expenses for maintenance work
  • Need to hire multiple IT pros as backup
  • Very expensive to match a level of service of cloud providers (in terms of scalability, redundancy, expertise, etc)
  • Here are some real-world best practices that will help you improve customer service and financial performance with self-service

Putting Our Solution in Your Cloud

The Bright Pattern omnichannel solution is cloud-based and opens the door to all the advantages of an off-premises solution. Setup for new clients and changes to existing services can be performed quickly and easily. Our intuitive web UI and system management tools help you and your clients configure and optimize the solution to suit your business needs and adapt to changing consumer behavior and market conditions.

And of course, deployment and integrations are designed to be as simple as possible. Bright Pattern’s web-based Agent Desktop offers out-of-the-box APIs and integrations that allow the desktop to be deployed as easily as possible. We offer out-of-the-box integrations with top CRM providers as well, including Salesforce, Microsoft Dynamics, Zendesk, Oracle Service Cloud, and ServiceNow.

You can also often reduce costs by moving to an omnichannel cloud contact center provider by consolidating the amount of vendors you use to support all channels. For example, you were probably using voice with one provider and chat with another which can be expensive.

Remember it is always cheaper to retain current customers than find new ones. The power of providing a great omnichannel customer experience means building strong customer relationships, leading to a loyal customer base.

Set Up In Weeks, Not Months

Bright Pattern’s Professional Services team typically engage in a four-week implementation cycle. During these 4 weeks, Bright Pattern’s team tailors the software to the customer’s specific use cases.

In the first week we identify the key parameters of your build, these include:

Week 2: Start of your tenant build

The second week kicks off the build with attention placed on:

Week 3: Training and User Acceptance Testing (UAT)

The third week is when we get all your people up to speed:

Week 4: Preparation for go-live

The final week we get everything ready for your go-live day

If you have been on the fence about offering your clients additional services, or you have not found an omnichannel solution that fits your business plan, maybe it’s time to look further into what Bright Pattern can offer. We are happy to answer questions, discuss specific workflows and requirements on a live presentation online, describe core benefits, or set up a pilot project to trial our applications without paying any license fees. Let Bright Pattern’s omnichannel solution help you change the pattern of customer service:

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