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AI-Powered Quality Assurance

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Quality Across All Channels

Bright Pattern’s built-in quality assurance (QA) allows a call center and team to proactively monitor customer interactions and customer service quality, use best practices to identify areas of improvement, and gain deeper insights and actionable insights into call center quality. Ensure high quality customer service and high agent performance on any channel with an effective QA process and QA program. Bright Pattern’s QA software can help you track custom KPIs, real-time metrics, and call quality metrics like net promoter score (NPS), customer effort score (CES), average handling time (AHT), customer satisfaction score (CSAT), and first call resolution (FCR).

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100% of All Interactions on All Channels

Ensure high customer satisfaction in 100% of all interactions on all channels. Powered by best-of-breed AI and advanced analytics, OmniQM enables call center managers and admin to easily ensure high customer service quality on any channel. Ensure quality on channels like voice, video, live chat, SMS, messengers, and more. Ensure that the teams in your call center are delivering the best customer experience and high quality of service. Ensure adherence to QA standards and boost contact center performance on all channels.

EXPLORE OMNICHANNEL

Powered by AI

Powered by best-of-breed AI from providers like Microsoft, Google, and IBM, OmniQM utilizes powerful analytics, automation, metrics, and key performance indicators, or KPIs, for the best results and benefits. Utilize measurable benchmarks for the AI to track, and get QA software metrics over an easy-to-read dashboard to ensure a successful call center. Produce scorecards as part of the quality assurance process and identify actionable behaviors with the right metrics. Streamline call center QA and make it easy for evaluators to monitor call center operations in your business with powerful AI.

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Real-Time Monitoring

Monitor call center performance in real-time with robust evaluation tools, powerful quality assurance software, call monitoring, analytics tools, and proactively intervene if a customer experience is determined to be negative. Through AI monitoring and analytics, allow negative interactions to be rerouted to QA specialists, evaluators, or quality assurance analysts in real-time and receive accurate data to retrain call center agents effectively. Monitor an agent’s performance in real-time with call monitoring technology. Ensure high contact center performance and allow your QA team to interview while they monitor agent performance.

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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 OmniQM Features

Add New Channels Easily

Add new digital channels to your quality assurance system easily with cloud-based omnichannel capabilities.

Custom KPIs

Tailor OmniQM to your QA program. Utilize custom KPIs to ensure that your quality assurance software is following best practices for your business needs.

Sentiment Analysis

Get real-time customer feedback and identify gaps in real-time through sentiment analytics tools.

Speech and Text Analysis

Utilize powerful speech and text analysis to measure quality of voice and identify inefficiencies in service. Ensure high call center quality and service.

Gain Insight

Utilize KPIs and analytics to gain insight into your contact center’s operations for better call center quality assurance and more efficient workflows.

Empower Agents

Provide a constructive QA scorecard, lower average handle time, and boost agent performance with effective call center quality management.

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Empower Agents in Your Contact Center

Utilize a powerful workforce management and performance management QA tool to boost agent performance. Bright Pattern’s QA tool allows your business to perform quality assurance and performance management on any channel, ensuring that interactions on all channels have high quality of service.

Accurate Scorecards

Provide agents and call center managers with constructive scorecards and feedback

Proactive Intervention

Intervene in a negative interaction in real-time through intelligent routing to a retention specialist

Agent Assist

Utilize powerful AI, speech analytics, and text analytics to assist agents during an interaction.

How to Implement Performance Management Software

Knowing ahead of time how you will implement a quality assurance program into your call center is the first step to successful integration. The best omnichannel QA systems are part of the existing call center framework rather than third-party programs that may operate independently from your system, also known as hosted call center solutions. Having a QA program familiar with your existing software ensures streamlined operation and metrics suited to your needs.

When your QA program functions optimally with your call center platform, you can receive instant feedback on performance and make immediate adjustments when required.

Bright Pattern makes quality assurance implementation fast and easy. We embed our QA tools into our call center quality management software, creating one of the industry’s most advanced and effective quality assurance solutions. This system allows you to monitor 100% of your company’s customer interactions across all channels.

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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PCI
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

Bright Pattern’s cloud call center solution utilizes the power of our cloud, cloud technology, and omnichannel interactions to power your customer experience and provide exceptional customer experiences. All call center technology and office technology needed to build strong customer relationships and a seamless customer experience are accessible through cloud call center software on a single interface. This means a cloud call center solution can allow your outbound call center or inbound call center to handle incoming calls and outbound calls, while being able to use other channels of communication, with more cost-effectiveness compared to legacy systems. Even though Bright Pattern is a cloud contact center software, Bright Pattern can integrate with your business phone system to support your customer support team. Utilize computer telephony integration, or CTI, to transform your CX into a cloud call center. Bring in your own phone provider and utilize CTI integrations so that the phone support is the same, but the technology is better. Make the overall cloud contact center experience better for call center reps, callers, and supervisors.

A cloud call center solution and cloud contact center software can give your contact center access to powerful technology. This includes powerful IVRs, autodialer, predictive dialing capabilities, and communications on all channels like voice, SMS, social media, web chat, MMS, chatbot, voicemail, text, smart phones, and mobile applications. Power a full customer experience with customizable features through just a browser.

Bright Pattern provides the tools for seamless outbound and inbound communication. Connect with callers on any communication channels in your call center for a great customer experience and high customer satisfaction ratings. Utilize channels like phone calls, video, SMS, text messaging, mobile app, mobile device, live chat, social media, and social channels to connect with callers and customers. Omnichannel interactions boost customer satisfaction, create a positive customer experience, boost effective customer engagement, and increase agent productivity, helping you exceed customer expectations. Empower your agents and realize great business results with better business tools and AI-powered cloud solutions in your call center software.

Bright Pattern is also easy-to-use. Bright Pattern is dedicated to making software that is easy-to-use, powerful, and with high scalability. Bright Pattern’s call center software solutions provides a powerful Unified Agent Desktop with customizable APIs so that the best agents can have an easy time navigating during a live call. Through the Unified Agent Desktop, agents can change the conversation between different channels to the channel of choice with the caller, like voice, phone system, email, text, SMS, social media, mobile app, chatbot, video chat, and more, without having to switch out of Bright Pattern’s platform. This makes the agent experience seamless. With CRM system integrations like Salesforce and MS Dynamics, customer’s history and call activity are at the agent’s finger tips, making it easy for agents to perform their functions.

Finally, Bright Pattern is easy-to-administrate. On the management side, Bright Pattern’s call center solution has QA and quality assurance to help supervisors leading a sales team, support team, customer support team, or customer experience team. Utilize tools like IVR, ACD, and predictive dialers to streamline the calling process and direct callers to the right agent. Bright Pattern supports integrations with major Workforce Management (WFM) tech, promoting workforce optimization for the best call center. Bright Pattern features a natively embedded quality assurance and quality management system that monitors 100% of all interactions on all channels. With OmniQM technology and QA, utilize call analytics and automation to display contact center information on the dashboard. Allow supervisors to implement a good quality assurance process and an effective quality monitoring process, allowing them to streamline call center workflow and ensure professionalism on 100% of interactions on all channels.

OmniQM is Bright Pattern’s quality assurance software. Utilizing AI, OmniQM allows for detailed analyses and analytics of every interaction, ensuring remarkable customer experiences with every interaction. Bright Pattern’s OmniQM software makes QA easy, and allows your supervisors to identify common customer issues. By monitoring 100% of interactions on all channels, your call center will have higher workflow capability and can have more streamlined workflows.

With Bright Pattern’s real-time dashboards, get supervisors insight into the agent experience and the performance of various teams, like your remote workforce, remote team, sales team, support team, and others. Ensure that idle time is low, average call duration is reasonable, call volume is being handled, hold time is low, agent uptime is high, and the efficiency of your agents is high. With real-time dashboards and monitoring, your supervisors can even intervene at the right time when an interaction is rated as low, allowing them to make quick decisions at the right time on the spot. Previous data, like call recording and call transcription, is saved for agent training and to deliver agent’s QAs.

Gain the competitive advantage with the best call center platform for call quality assurance, be empowered to make quick decisions during inbound customer service, ensure a smooth agent experience, utilize workforce management tools to monitor customer sentiment, and find new opportunities to build strong customer relationships in today’s digital world.

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