Inbound call centers are often the central point of contact for any business that offers customer service. An inbound call center is generally a call center that predominantly handles inbound calls or interactions that are initiated by a caller. As a result, inbound call centers need advanced inbound call center software with the latest features and most advanced contact center software technology.
Today’s inbound call center agents have moved beyond phone systems and often communicate with customers through many communication channels, including voice, email, SMS text,social media messengers, and live chat. This expansion of channels and scenarios require the appropriate call center software to match the job.
Whether you operate a help desk that provides customer support, a call center that resolves customer issues, or a business handling customer inquiries, small business or large enterprise Bright Pattern’s contact center software is suitable for businesses of all sizes. Bright Pattern’s contact center software is based on the cloud, fully omnichannel, and filled with advanced features like comprehensive CRM integration. These features will boost agent productivity in your contact center, and give the customer a more personalized experience.
BRIGHT PATTERN INBOUND CALL CENTER SOFTWARE
Customers expect personalization and options. Customers want to connect with your business on their preferred communication channel(e.g., chat, messaging, SMS, voice, etc.). Bright Pattern’s virtual call center software provides the flexibility to switch between communication channels—from voice calls and messaging apps like Facebook Messenger to SMS/MMS, video, and more—while retaining context for a personalized customer experience. Through Bright Pattern’s inbound call center technology, incoming calls from customers can be easily identified and their inbound calls can be directed to the appropriate agent. All previous interactions with the customer on any channel are still accessible and treated as a single conversation, resulting in a more streamlined workflow, reduced average handle time, and greater customer service.
Bright Pattern’s virtual call center software also integrates with powerful artificial intelligence (AI) and bot solutions to provide automation in your virtual call center. Integrating with powerful AI and bot solutions helps simplify complex processes while meeting your business needs.
- Omnichannel cloud-based contact center
- Inbound call center
- Outbound call center
- Blended call center
- All digital channels (chat, email, social media, voicemail, SMS/MMS, messengers, video, etc.)
- Automatic call distribution (ACD)
- Computer telephony integration (CTI)
- Screen-pop functionality
- Intelligent call and digital routing
- Interactive Voice Response (IVR)
- Omnichannel quality management across all channels
- Click-to-call, click-to-chat capability
- Progressive, automatic, preview, and predictive dialing
- Rich administration and supervisor tools
- AI integration
- Call recording
- Screen recording
- Built-in knowledge base
- Omnichannel Agent Desktop
- Real-time quality monitoring
In order to get the most out of your inbound call center software, you need the most advanced omnichannel call center product in the marketplace. Bright Pattern’s virtual call center software enables a company to deliver actionable information and key data at crucial moments during a customer interaction. No matter what channel you are communicating with your customer on, Bright Pattern will ensure a successful customer journey for all inbound callers.
MULTICHANNEL VERSUS OMNICHANNEL CALL CENTER SOFTWARE
Both multichannel and omnichannel contact center solutions involve communicating with customers and providing customer service through multiple channels. The key difference is the customer experience. The customer journey today often involves several channels, and customers expect their journey to be consistent and personal across all of them.
A multichannel call center software solution is siloed and creates friction in the customer journey. The Bright Pattern omnichannel customer experience platform is built on a single unified architecture that manages all channels natively while maintaining context – this results in a single continuous effortless conversation across all channels. The result is a consistent, meaningful, and personal customer experience.
Bright Pattern’s omnichannel contact center solution not only enables a seamless transition between channels, but also allows customers to stay in contact with the same call center agents even when the customer performs a callback, saving them the trouble of having to be transferred to another line or repeating themselves to a different representative. This means they can ensure excellent customer service from their very first interaction.
POWERFUL IVR FOR SELF-SERVICE
Our Interactive Voice Response (IVR system) feature supports effective self-service. It allows you to identify callers and phone numbers, and collect relevant data for precise routing to the appropriate agent. By performing call routing to specific agents, your callers will have a better experience with your contact center.
Utilize relevant data for precise routing, segmentation, and prioritization. Build sophisticated inbound voice applications that are powerful but easy to use for your callers.
EMPOWER YOUR AGENTS
While swift and effective customer service is the primary goal of any contact center, it’s crucial that agents have the best tools possible for customer care. In fact, the technology available is one of the top influences for agent performance and satisfaction.
Without motivated agents, it would be impossible to run an efficient call center. Therefore, getting this aspect of your business right will have positive impacts throughout the organization.
Bright Pattern offers a unified Agent Desktop that allows agents to access any interaction on any channel, be it a phone call, video chat, email, or bot-enabled messaging on a mobile app. Agents can see the entire conversation with full context, resulting in a more effective and personal customer experience.
Customers are happiest when they quickly reach the person who can solve their problem. Inbound contact center agents are only effective when they handle interactions that they are qualified for. Our inbound call center software helps you effectively route incoming interactions to the right person based on his or her function or skills. Take advantage of our advanced skills-based routing capabilities to prioritize agents for certain call types, or to route calls to the appropriate queue. Build sophisticated strategies to reduce hold times, strengthen workforce optimization, and ensure your callers talk to the right agent, sooner.
Additionally, agent turnover will be greatly reduced thanks to technology that is both powerful and easy to use. Agent turnover is, unfortunately, common in customer care positions—particularly contact centers—and research indicates the problem is increasing. This results in higher costs, lower productivity, and wasted time and money spent hiring and training new agents. A long-term investment in a system that improves call center agent morale will more than pay off in the long run.
A TRUE OMNICHANNEL ROUTING ENGINE
Another benefit to Bright Pattern’s call center solution is that it offers a powerful omnichannel routing engine with all channels unified—rather than the multichannel approach that lacks context and personalization.
Most contact center solutions still rely on multichannel siloed environments, or separate touch points, resulting in friction for the customer journey. Consider a situation where a customer speaking to an agent on one channel has to switch to a different agent, simply because the customer wants to interact on a different channel. These compartmentalized experiences create friction both ways, and today’s customers don’t view companies in silos.
Bright Pattern’s advanced omnichannel call center solution allows companies to deliver a rich and personal solution for contact centers that can be easily implemented. With all communication channels for agents and customers included natively, there are no integrations or disparate systems to get used to, and attention can be focused solely where it needs to be—on the customer. With the Bright Pattern omnichannel contact center solution’s intelligent omnichannel routing capability, customers are automatically directed to the correct resources for their needs, and they are connected to an agent with the appropriate skill level for the situation if further assistance is required.
Offering seamless and personalized experiences to customers and improving agent morale and productivity isn’t where the benefits end. Bright Pattern’s omnichannel contact center platform can also provide custom journeys for customers based on defined business rules and preferences. Our drag-and-drop journey-building application, Scenario Builder, provides the tools to create the customer journey that best fits your business strategy.
Business rules are easy to create, modify, and maintain. For example, priority customers can be offered a top-tier chat for immediate assistance. Or, better yet, they could even be set to be routed to an agent who is familiar with their needs. Using best research business practices, customers can be routed for either email, text messaging, live chats, or phone calls based on previous user history or preferred contact method. Business leaders have full control over exactly how the Bright Pattern omnichannel contact center platform helps them achieve their goals
THIRD-PARTY APPLICATION INTEGRATION
Integration with the most popular CRM solutions is built-in and includes solutions like Microsoft Dynamics 365, Oracle Service Cloud, Salesforce, ServiceNow, and Zendesk.
Bright Pattern’s omnichannel contact center platform has powerful customer analytics, reporting, and quality management capabilities across all channels in a single view.
Customer analytics are the backbone for providing an exceptional level of customer satisfaction. The more data analytics tools your business has at its disposal to help determine customer buying habits and needs, the better prepared you will be to provide an exceptional customer journey across all channels.
Analyzing customer data collected in a call center will help other areas of business by providing call center managers with direct insights into the elements that need to be improved or optimized. Aligning with the customer journey can increase company loyalty in many ways, such as providing better support paths to fast resolution, helping agents contact priority customers with personalized offers, and targeting those who are most likely to buy.
Advanced analytic and quality management capabilities are a must for ensuring a well-run call center. In addition to real-time and historical business analytics, Bright Pattern is the first to offer omnichannel quality management across all communication channels, with recordings, transcription, speech analysis, and more.
Bright Pattern’s inbound call center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey. As the name suggests, the omnichannel platform allows representatives to engage with customers across a wide variety of channels (e.g., voice, IVR, SMS, chat, messaging, etc.) and effortlessly switch between them, for greater personalization and higher levels of customer satisfaction.