Bright Pattern CCaaS

What is CCaaS?

CCaaS, or “contact center as a service”, refers to call center software that is hosted in the cloud rather than on-premise. A CCaaS solution eliminates the need for in-house servers, maintenance, and software upgrades. This, in turn, eliminates significant expenses on operations and personnel while still giving your call center access to powerful call center technology and communication channels to deliver exceptional customer experiences. Powerful contact center solutions and functionality, once accessible to only the largest enterprises and businesses, are now accessible to businesses of all sizes.

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“Due to the simplicity of the platform, Bright Pattern offers low license costs and professional services at a fraction of the cost of other cloud-based vendors.”

- Frost & Sullivan

Why CCaaS?

Investing in a cloud call center solution is often lower than their traditional, on-premise contact center counterparts. There are substantial savings to cost and increases in ROI that can be felt by switching to a CCaaS solution. Some benefits include: 

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

Contact Center v.s. Call Center

In the customer experience industry, many businesses often get call centers and contact centers mixed up. Call centers focus on incoming and outgoing voice calls, which often severely limit how a business can communicate with it’s customers. Call centers may not be able to provide as modern and dynamic of a customer service as businesses need to adapt to the new digital age. 

Contact centers are much more capable and involve numerous channels, including email, web chat, video calls, messenger apps, text messaging, and more. Contact centers offer more options for customers and provide a more dynamic customer experience, leading to higher customer satisfaction and a more modern customer experience.

What Digital Channels Should My Contact Center Support?

Your contact center should support modern digital channels to provide the best possible customer experience. Some digital channels your contact center should support include web chat, SMS, text messaging, mobile apps, messenger apps, and video calls. These digital channels allow your business to connect with a wider audience, and allows customers to choose the channels that they want to connect with your business on, leading to a more personalized customer experience.

Useful Call Center Technology for Your Call Center Software

There are many features that your call center software should support that can improve the efficiency of your call center and improve customer satisfaction. These communication tools include:

  • Omnichannel Communication: Support customer interactions on all communication channels, like SMS, MMS, text messaging, video chat, messenger apps, mobile apps, and more.
  • Interactive Voice Response (IVR): IVRs are software that allow customers to utilize their phone keypad or voice to browse through a self-service menu. 
  • Omnichannel Quality Management: Omnichannel quality management allows supervisors to monitor 100% of interactions on all channels. 
  • CRM Integrations: CRM integrations allow your contact center to utilize customer information during interactions to improve efficiency. 
  • Predictive Dialing: Intelligent dialers go through numbers quickly to find the callers and and connect them to live agents. 
  • Automatic Call Distributor (ACD): Automatic call distributors fairly and efficiently distribute calls to the right call center agent.

Time to Go Live

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

Omnichannel v.s. Multichannel Capabilities

Omnichannel and multichannel are two different types of call center platforms and can alter how your contact center performs customer interactions.

In a multichannel contact center, different communication channels are siloed and there is friction in the customer experience. There is not a single customer journey, since they need to start from the beginning when they try to connect on another channel. This disrupts the customer experience and can lead to a disjointed, negative customer journey.

An omnichannel call center platform allows customers to switch between any channels seamlessly, all while the agent is following the context of the conversation. This means when customers switch to another communication channel, they can pick up right where they left off with the agent. This creates a more personalized, seamless customer experience.

What Industry Regulations Should CCaaS Comply With?

Because call center software can be deployed in a wide variety of industries, varying from financial institutions to retail stores to healthcare providers, it is important that the call center software is secure and able to comply with the different regulations that are present in these industries.For a contact center focused on the healthcare industry, call centers need to focus on HIPAA. For a contact center focused on processing payment information, call center software needs to be compliant with standards set by the Payment Card Industry Data Security Standard, or PCI DSS. For call centers focused on outbound dialing, call center software needs to be compliant with regulations set by the Telephone Consumer Protection Act, or TCPA.Finally, all call center software should be SOC 2 compliant.

What Are Some Good KPIs to Track in Your Call Center Software Solution?

Measuring key performance indicators, or KPIs, in a call center software solution is a requirement for call centers that want to optimize performance and improve workplace efficiency, all while improving customer satisfaction. The first KPI to track in the contact center is the average time to answer. Average time to answer is a metric that evaluates the amount of time that an inbound interaction needs until it is answered by an agent. Another KPI is the average abandonment rate, which measures the number of callers that are disconnected before they can reach an agent. First call resolution, or FCR, is an important measurement that determines a call center’s ability to resolve customer issues on the first interaction. Average idle time is the idle time that an agent spends. Finally, average hold time is the amount of time that a customer is put on hold during an interaction, which plays a role in contributing to overall call length. 

Improving KPIs in the call center means having an effective platform that can support omnichannel capabilities as well as advanced call center technology.

"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

“Bright Pattern simply flipped a switch, and our ServiceNow, Microsoft Dynamics, and Microsoft Teams integrations worked perfectly.”

Senior Director of CX - YMCA of the North (world’s largest YMCA with 3800 employees)

Important Considerations when selecting a CCaaS Contact Center Solution

When selecting a CCaaS call center solution, it is important to consider many factors that may make one solution much more suitable for your organization than others. Some of the important considerations to make include:

  • Fully Capable Omnichannel Communication 
  • High Reliability and 100% Uptime
  • Highly-Rated Customer Support from Provider 
  • Low Total Cost of Ownership (TCO)
  • Flexible Pricing
  • Flexibility and Scalability Up and Down 
  • No Business Interruptions from Software Upgrades 
  • Integrations with Many Different Third-Party Technologies 
  • Adaptability to Any Use Case Through Scenario Builder

Let us know if you’re interested.

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