Bright Pattern’s built-in quality assurance allows a call center to proactively monitor customer interactions, use best practices to gain insight for improvement, and provide remediation and training for better outcomes in the future. Ensure high quality customer service and high agent performance on any channel with AI-powered quality assurance.
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.
EXPLORE OMNICHANNEL
Powered by best-of-breed AI from providers like Microsoft, Google, and IBM, OmniQM utilizies powerful analytics and key performance indicators, or KPIs, for the best results. Streamline call center QA and make it easy to monitor call center operations with powerful AI.
EXPLORE AI
Monitor call center performance in real-time and proactively intervene if a customer experience is determined to be negative. Through AI monitoring and analytics, allow negative interactions to be rerouted to a retention specialist in real-time and receive accurate data to retrain call center agents effectively.
EXPLORE MONITORING
Our omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey.
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Ensure consistently excellent customer experiences and optimize call center performance with AI-powered OmniQM.
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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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Boost agent performance and retain amazing agents with years of experience with effective contact center quality assurance.
Bright Pattern is a leading provider of AI-powered omnichannel contact center software. Our contact center software is cloud-based and gives your business or organization access to powerful contact center technology for a reasonable, pay-per-use price. Bright Pattern’s software is loaded with features like best-of-breed AI, comprehensive omnichannel quality assurance, unified agent desktop, and CRM integration.
Adaptable for any industry, Bright Pattern can streamline and boost your CX operations, and deliver exceptional customer experiences on a global scale.
Omnichannel means the ability to switch between channels effortlessly while the context of the conversation is maintained. Conversations that start as voice calls can be seamlessly switched to other channels like text messaging, messaging apps, video calls, and more, all while maintaining the context of the conversation at the agent’s fingertips. Omnichannel provides flexibility to both the agent and customer, and removes any silos in the customer journey that could lead to a disjointed experience.
Bright Pattern’s built-in Omni QM gives contact centers the ability to monitor interactions on any digital channel. In most contact centers, channels are only measured for quality on voice channels, and even on voice channels, only about 1% of interactions are sampled. Through omnichannel quality management, you can monitor 100% of all interactions on all digital channels. Powered by best-of-breed AI, omnichannel quality management gives your business or organization the ability to monitor all interactions easily. Receive agent scorecards based on custom KPIs and metrics, be alerted in real-time when an interaction has gone negative and automatically route the interaction to a retention specialist, and utilize comprehensive data and records for agent retraining.
Bright Pattern Omni QM can help boost your call center’s performance and improve the customer journey at every step.
Yes! Bright Pattern is fully compliant with all major laws and regulations. Bright Pattern is fully HIPAA, TCPA, GDPR, SOC, and PCI compliant. Read about our other compliances on our compliance page.
Bright Pattern’s contact center software is flexible, dynamic, and cloud-based. Bright Pattern’s contact center solution can be tailored to any industry and any situation. Whether you are trying to improve the customer experience, add new digital channels, notify customers, improve customer service, or increase sales, Bright Pattern can help. Request a demo and see how we can tailor Bright Pattern’s to meet your most pressing business issues.
