Bright Pattern Call Center Software

 

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What is Call Center Software?

Call center software and contact center software are pieces of software that help businesses manage communications and interactions with customers or clients over various channels, like voice, IVR, SMS, MMS, messenger apps, video chat, and mobile apps. Systems that help businesses place phone calls have a long history that go back as far as the 1960s, when the first functional call centers allowed customers to call into a business and these calls were efficiently and fairly routed to call center agents. Modern call center software, depending on how advanced it is, is also able to integrate many different technologies, like AI, record management systems, and workforce management software to improve business performance.

In the modern, digital age, however, there is greater emphasis on moving beyond traditional channels, like voice and email. Digital channels are now emerging quickly as the main way that people communicate with each other. Channels like text messaging, SMS, messenger apps, web chat, mobile apps, and social media are the main forms of communication, and modern call center software needs to be able to support these channels.

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Why Do You Need a Cloud Contact Center Solution?

A cloud call center solution has many benefits for your call center and business over a regular, on-premise solution. On the customer side, a cloud call center software reduces effort and friction for customers by allowing them to connect with your business on a variety of different channels. Cloud call center software, depending on the provider, can also integrate different technologies, like self-service and CRM integrations, to personalize the interaction and improve the customer experience.

On the agent side, a cloud call center software reduces friction and effort for them by eliminating the need for separate systems and desktops for each communication channel. All channels are handled through one omnichannel desktop where they have a single view of all channel interactions. A cloud call center software, depending on the platform, can also integrate technology to help boost agent efficiency. Technology like AI integrations, CRM integrations, and agent assistance can help reduce friction for the agent while boosting their performance.

Omnichannel Communication in Call Center Software

Omnichannel capabilities are the new standard for call center software. Omnichannel capabilities allow call center software to connect call center agents with customers on a variety of different channels, such as email, text, voice, social media, video, live chat, messenger apps, and web chat. Furthermore, omnichannel platforms allow call centers to add new communication channels easily, and allows agents and customers to seamlessly switch between different channels during a conversation without losing the context of the conversation. It is important for customers to be able to connect to these channels because it allows them to use the channels they prefer while reducing effort. Meeting the customers where they are, which in the modern age means digital channels on mobile devices, can boost customer satisfaction and customer engagement.

Omnichannel call center software is the next step from multichannel call centers. Multichannel call center platforms do allow businesses to communicate on and support different channels, like text messaging, video, messenger apps, and more. The difference, however, is that a multichannel platform doesn’t allow the interaction participants to easily switch between different channels, adding friction to the customer experience. An omnichannel platform eliminates this friction and improves customer service while also improving KPIs and workplace performance.

The Benefits of a Cloud Contact Center

A cloud contact center, being based on the cloud, offers a wide range of benefits above traditional on-premise solutions. An on-premise solution is often hosted on site and requires higher amounts of maintenance and costs. A cloud contact center provides many benefits to call centers, including:

  • Lower Upfront Investment
  • Reduced Personnel Costs 
  • Fewer Maintenance Costs
  • Reduced Downtime 
  • Ability to Support Remote Workforce 
  • Better Workforce Management 
  • Easier Supervision 
  • Easy Access to the Best Technology 
  • Scalability Up and Down 
  • Automatic Updates for New Features

Time to Go Live

Bright Pattern
1.4 Months
NICE InContact
2.59 Months
CCaaS Average
2.77 Months
Genesys PureCloud
3.75 Months

How to Personalize Interactions in Call Center Software

While call center software helps connect agents with customers on a variety of different communication channels, personalizing the interaction is also important. Call center software can help your agents personalize the interaction depending on the technology that is integrated within the software.

One way that call center software can help your agents personalize the interaction is through comprehensive CRM integrations. Integrating a third-party CRM or a native record management system puts the customer’s information at the agent’s fingertips. This allows agents to review tickets and open cases, or customer information so the agent can personalize the interaction to suit the specific use case. Depending on the call center platform and how robust it is, you can integrate any CRM or record management system into your call center software.

Another way to personalize the interaction is to utilize artificial intelligence, or AI. AI call center software can utilize AI to power self-service. AI can power self-service tools like conversational IVR, which allows customers to use the power of their own natural voice and Natural Language Processing to navigate through a menu and provide information that will lead them to the right resource. AI can also assist agents in real-time during an interaction and provide suggested responses, further personalizing the customer experience during an interaction.

What Digital Channels Should My Call Center Use

Your call center should use a wide range of digital channels to connect with the largest audience and give customers flexibility in how they connect with your business. In the modern digital age, many customers are now on channels with mobility like messenger apps and text messaging. To provide the best possible customer experience and give customers the highest amount of flexibility, your call center should support channels like messenger apps, text messaging, web chat, mobile apps, and more. All of these new digital channels should be supported on top of traditional channels like voice and email.

"We have not had a single outage in more than 6 years … if a platform goes down for even 20 minutes that’s probably a loss of a hundred thousand dollars in lost business.”

CEO for luxury BPO, Vipdesk

Important Call Center Technology for Your Call Center Software

To improve the performance of your workforce, the efficiency of your call center, and overall customer satisfaction, there are many features and technologies that your call center software should support. These tools include:

  • Omnichannel Communication: Communicate with customers and support customer interactions over all communication channels, like SMS, text messaging, messenger apps, video chat, mobile apps, and more.
  • AI Integrations: Integrate AI for functions like agent assistance, speech and text analytics, and more. 
  • Configurable Workflows: Tailor the customer journey to fit specific use cases for maximum efficiency and high customer satisfaction. 
  • Skills-Based Routing: Route customers to the right resource within the contact center quickly on any communication channel. 
  • Self-Service: IVR and conversational IVRs are self-service technology that helps direct customers to the right resource and lowers redundant tasks. 
  • Omnichannel Quality Management: Omnichannel quality management allows supervisors to monitor 100% of interactions on all channels. 
  • CRM Integrations: Integrating a record management system delivers customer information to your agent’s fingertips, improving efficiency and service. 
  • Predictive Dialing: Intelligent dialers go through phone number lists quickly and efficiently. 
  • Automatic Call Distributor (ACD): Automatic call distributors fairly and efficiently distribute calls to the right call center agent.

Call Center Software and Complying with Industry Regulation

In the call center industry, businesses and agents have to manage sensitive information constantly. Whether it is addresses, payment card information, protected health information (PHI), social security numbers, contact info, and more, call centers constantly manage highly sensitive information. As a result, call centers need to comply with many different industry regulations. For more specialized call centers, like those in financial services and healthcare, there are even more specific industry regulations that call center software needs to comply with.

Some industry regulations that your call center software needs to comply with include PCI, HIPAA, TCPA, SOC 2, and GDPR (for EU only). To support regulations and compliance measures, your call center software should support security features, including: 

  • Encryption of information during communication and data transmission
  • Proactive monitoring for security breaches 
  • Comprehensive audit records with full information 
  • Role-based access control and password protection
  • Integrations with DNC lists 
  • Defined roles and responsibilities

Omnichannel Quality Management to Improve KPIs

Omnichannel Quality Management, or Omni QM, is Bright Pattern’s quality management solution that is built within the call center software. Omnichannel quality management allows supervisors to monitor 100% of interactions on all channels. This means that supervisors and administrators can easily monitor interactions on channels like voice, email, text messaging, messenger apps, SMS, web chat, and more. This is done through AI assistance and through omnichannel capabilities that pools all communication channels and their data into one.

With Omni QM, your business can easily measure key performance indicators, or KPIs. Some important KPIs your call center can track with Omni QM include average abandonment rate, average time to answer, CSAT or customer satisfaction, first call resolution, average idle time, and average hold time.

Bright Pattern’s platform pools all interaction data across all channels into a Unified Reporting Dashboard that administrators can easily go through. If there are specific interactions that supervisors need to monitor, they can easily search for specific interactions on any channel and analyze these interactions for customer satisfaction and specific interaction details

Important Considerations when Selecting Call Center Software

When selecting a call center software to power your customer service, it is important to consider many factors that may make one solution a much more flexible, suitable solution for your organization. Factors like technology, costs, maintenance, reliability, and more come into play, especially when making a decision like choosing a software that powers your customer experience. Some of the important considerations to take into account include:

  • Fully Capable Omnichannel Communication 
  • Excellent Reliability with No Downtime
  • Highly-Rated Technical Support from Provider
  • Low Total Cost of Ownership (TCO)
  • Flexibility and Scalability Based on Seasonal Demand and Business Growth 
  • No Business Interruptions from Software Updates and Upgrades
  • Integrations with Any Third-Party Technology and Natively-Built Systems
  • Adaptability to Any Specific Use Cases and Customer Situations

For more information about how Bright pattern can help you with your call center leads, please visit this page.

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