AI-Powered Quality Assurance

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.