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Bright Pattern Remote Assist

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Simplify Issue Resolution with Remote Assist

Bright Pattern’s natively-built remote assist technology allows users to take control of another user’s desktop, allowing for easier training, faster problem resolution, and increased customer issue resolution speed. Within the conversation on Bright Pattern’s platform, agents can initiate a remote assist session that the user can join. Then, agents can request control of the user’s device and take control of mouse and keyboard inputs, all through Bright Pattern’s Unified Agent Desktop. Bright Pattern’s remote assist simplifies issue resolution, allows a remote workforce to operate more efficiently, and allows agents and supervisors to work quickly and efficiently.

Allow Agents and Supervisors to Work Quickly

Bright Pattern’s remote assist capabilities are natively-built into the platform, and allows agents and supervisors to directly assist agents, other employees within the company, and customers by taking control of their device. This eliminates the need for agents and supervisors to describe to the user what the instructions are and what they need to do on their screen, and instead lets them perform these tasks without the extra hassle. Remote assist is useful especially for a remote workforce that has agents spread out across the country or globe, and can keep a remote workforce in the loop seamlessly and effectively. Resolve issues quickly and improve contact center or help desk performance, especially with a remote workforce.
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Train In-Office and Remote Employees Faster

With remote assist, supervisors and administrators in your call center, help desk, or service desk can work quickly to train employees and other agents, and get them up to speed quickly on procedures and software technicality. Take control of their devices and perform live demonstrations of procedure and tutorials rather than needing to rely on lengthy descriptions back and forth. Decrease training times and train more effectively. With a remote workforce especially, remote assist can drastically reduce training times and allow agents to start providing great customer experiences faster.

Improve ROI, First Contact Resolution, and Average Handle Time

Bright Pattern’s remote assist is built-into the platform, meaning there is no need for third-party integrations and expensive software integrations. Remote assist allows agents and supervisors to quickly resolve issues by directly controlling the user’s device, improving average handle time and first contact resolution. This means Bright Pattern’s remote assist technology can help your help desk, service desk, or call center improve ROI while increasing first contact resolution and lowering average handle time.
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Ability to Review Remote Assist Interactions

Being natively-built into the Bright Pattern platform means that remote assist interactions are recorded into either Bright Pattern’s record management system or your CRM integration. Allow your supervisors to access remote assist interactions through your CRM and review these interactions for quality management and training purposes. Gain insight into all interactions in your contact center, and improve customer or user satisfaction.
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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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Bright Pattern Omnichannel Features

Train New Employees and Agents Quickly

With Bright Pattern Remote Assist, you ctan train new agents and employees quickly about technology and procedure through live demonstrations.

Resolve Issues More Quickly

With agents and supervisors being able to control the screen, they can solve issues much more quickly without needing lengthy descriptions and instructions.

Monitor Remote Assist Interactions

Remote Assist interactions are part of Bright Pattern’s omnichannel platform, meaning they can be monitored for quality.

Improve Average Handle Time

Lower Average Handle Time for each interaction by allowing agents and supervisors to work more quickly.

Improve First Contact Resolution

Improve first contact resolution in the call center and solve issues immediately by allowing agents to precisely fix the issue on the client’s screen.

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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.
Future-Proof

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.

Scenario Builder

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.

Scalability

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

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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HIPAA
GDPR
TCPA
SOC 2
Visually Impaired

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Users Love Bright Pattern

“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

Omnichannel service, omnichannel solution, and omnichannel call center are common terms in the contact center industry, especially among contact center leaders. But what is true omnichannel, and what should a ture omnichannel cloud contact center be capable of?

Omnichannel cloud contact centers should be capable of utilizing a number of channels and touchpoints to provide CX over, including digital communication like chatbot, webchat, mobile apps, social media platforms, and messengers like Facebook Messenger and WhatsApp alongside traditional channels like voice interaction, email, and texting. The key difference between omnichannel and multichannel is the ability to switch between channels while keeping the customer’s perspective intact. With true omnichannel, your omnichannel call center can provide remarkable customer experiences on a lot more channels than traditional call center solutions. For example, a customer that connects through a channel of their preference, such as a voice interaction. When their channel of preference changes, this conversation can be switched to social media platforms, messengers, webchat, and many more. The live agent is able to follow the entire customer service interaction from a single interface, allowing them to closely follow customer needs. Customer service agents and live agents will have an easier time with customer engagement through omnichannel service, allowing them to deliver CX effectively, keep up with customers on all touchpoints, and provide a great experience.

Omnichannel communication is the next level from multichannel communication, and many contact center leaders are looking for an effective solution to prevent silos and unify all service channels in their omnichannel cloud contact center.

The omnichannel cloud contact center is the future of CX and customer engagement. With omnichannel, your call center can reduce pain points in the customer journey, increase the number of satisfied customers, increase customer engagement, deliver remarkable customer experiences, and improve employee productivity effortless channel switching.

Live agents, with omnichannel service, are much more powerful than live agents relying on multichannel communications. Omnichannel communication is the next level from multichannel communication, and many contact center leaders are looking at it as an effective solution to unify service channels in their omnichannel cloud contact center. In an omnichannel call center, all customer service channels are usable and the conversation can be switched among any channel. A conversation with a chatbot or a conversation in a chat with a live agent can be transferred to a messaging app like WhatsApp, which can then be switched to a social media interaction. Conversations can be switched depending on what customers or agents prefer.

With Bright Pattern’s omnichannel retail software and omnichannel contact center software, your business can utilize the power of our cloud to connect with customers on any sales channel. 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 is suitable for any business as well, whether your business is based in ecommerce and online purchases, or relies on brick and mortar stores to sell a great product to shoppers. Bright Pattern’s omnichannel retail software provides communication and sales channels to help connect the best agents with shoppers, allowing your customers to get access to your great product.

Bright Pattern’s omnichannel retail software provides many features to help your customer service function, and help your agents quickly solve complex issues while building customer trust.

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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