AI-Powered Quality Assurance Contact Center Software

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Quality Across All Channels

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.

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.

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Powered by AI

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.

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Real-Time Monitoring

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.

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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.
No Downtime
Based on the cloud and powered by an Active-Active architecture, Bright Pattern’s platform will never have downtime.
Sentiment Analysis
Utilize powerful sentiment analysis to automatically rate a customer’s mood during an interaction in real-time.
Speech and Text Analysis
Utilize powerful speech and text analysis to rate sentiment of a customer during an interaction in real-time.
Gain Insight
Utilize KPIs and analytics to gain insight into your contact center’s operations for better call center quality assurance.
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

Boost agent performance and retain amazing agents with years of experience with effective contact center quality assurance.

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.

Powerful Integrations

Microsoft
Zoho
Salesforce
Zendesk
Pipkins
NICE
Aspect
Oracle
Monet
New integrations soon

Additional Bright Pattern Features

Unified Agent Desktop
CRM Integration
True Omnichannel
Cloud-Based
Intelligent Routing
AI-Powered Agent Assistance
Sentiment and Text Analysis
Interactive Voice Response
Built-in Quality Management
WFO and WFM Integration
Call and Screen Recording
Automated Bot Conversations
Drag-and-Drop Scenario Builder
All Digital Channels Supported
Automatic Call Distribution (ACD)
Click-to-Call, Click-to-Chat Capabilities
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PCI
HIPAA
GDPR
TCPA
SOC 2
Visually Impaired

Related Resources

Omnichannel Quality Management
News
March 03, 2020
Bright Pattern Announces AI-Powered Omnichannel Quality Management Solution
READ MORE
Call Center Quality Assurance Best Practices
Blog
August 14, 2019
Call Center Quality Assurance Best Practices
READ MORE
News
March 10, 2020
Bright Pattern Brings Omnichannel Quality Management to EMEA Enterprises with the...
READ MORE
Blog
January 09, 2020
2019 In-Review: A Compilation of the Best CX Content From Last...
READ MORE

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

A contact center’s most important function is to deliver a great customer experience. Contact center quality assurance, or QA, is the best way to ensure consistently excellent customer service in every interaction. 

Sometimes referred to as call center quality management, call center quality assurance is the method used to observe, measure, evaluate, and improve how well your communication channels and call center agents are delivering the optimal customer experience with the top quality standards throughout the customer journey.
Effective call center quality assurance with proper metrics 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. It is the cornerstone of your call center because it delivers actionable insights, promotes employee engagement, and allows you to continuously improve customer service while meeting business goals and resulting in better outcomes.

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