BRIGHT PATTERN’S CALL CENTER SOFTWARE FEATURES

Enterprise-Class Capabilities

Scalable for Any-Sized Business

Bright Pattern’s platform is based on the cloud, allowing businesses to add or subtract seats in the contact center to meet seasonal demand. Scale your business to demand and add flexibility to your customer service.

EASY, SEAMLESS TECH UPDATES

Being based on the cloud means your contact center platform can be updated with no downtime or hassle. Gain access to newly developed, cutting-edge customer service tools easily, with no downtime during the upgrade.

SECURE, COMPLIANT PLATFORM

Bright Pattern’s platform is compliant with PCI, SOC 2, HIPAA, TCPA, and GDPR. Process sensitive customer data, like payment information, addresses, contact info, patient health information, securely. Communication on all channels is encrypted for safe data transfer.

CLOUD-BASED WITH NO DOWNTIME

Bright Pattern is cloud-based with no downtime, even during software upgrades and updates. 0 downtime means your contact center can keep running. Through the cloud platform, Bright Pattern allows businesses to deploy remote agents, providing flexibility for contact centers.

FULLY CUSTOMIZABLE

Bright Pattern’s contact center software has customizable APIs and drag-and-drop scenario builders to tailor our platform to your business’s specific use cases. Customize the customer journey and the agent experience with our drag-and-drop scenario builder.

FASTEST ROI AND TIME-TO-IMPLEMENT

Bright Pattern has the fastest ROI in the contact center industry, allowing customers to see a return-on-investment in half the time of the industry average. Bright Pattern, due to its cloud architecture, also has the fastest time to implement in the industry, able to be implemented in only a few weeks.

WORKFLOW AND CUSTOMER JOURNEY BUILDER

CUSTOMIZABLE WORKFLOWS

Tailor the workflow during and after an interaction to match your specific use case. Customize the after-interaction journey, including sending automated surveys, emails, notifications, confirmations, and more.

OMNICHANNEL SCENARIOS

Tailor the customer journey over any channel, including voice calls, chats, and text messaging. Allow customers to switch between any channels seamlessly, and track their journey with your contact center through the whole interaction. Learn More

POINT-AND-CLICK WIDGET CONFIGURATION

Chat widgets, chat forms, and surveys can be edited and customized with Bright Pattern’s intuitive UI editor without the need to code or re-upload chat snippets. Learn More

WORKFLOW AUTOMATION

After an interaction is finished, the platform can start a set workflow scenario depending on factors like call disposition. Automate the workflow process with scenario-based communication and data blocks. Learn More

SMS AND EMAIL SCENARIOS

Contact centers can set scenarios where emails and SMS messages are sent. These outbound messages can be notifications, transcripts, information, survey requests, confirmation numbers, and other written information. Learn More

AUTOMATED OUTBOUND NOTIFICATIONS

Send automated outbound notifications over channels like email, SMS, and text messaging to notify clients and keep them in the loop.

EFFICIENT INBOUND AND OUTBOUND

ANSWERING MACHINE DETECTION

Automatically detect when an answering machine is picking up the call instead of a live person. Utilize advanced outbound dialing software to detect when to leave a message or when to connect live callers to agents. Learn More

Predictive Dialer

Predictive Dialer capabilities automatically dials a list of numbers and only connects live calls to agents. Skip missed calls and answering machines, and improve call efficiency, key contact center metrics, and time management. Learn More

List Filtering and Sorting

Fine-tune lists by sorting and filtering to maximize output. Move contact list records from campaign to campaign, and prioritize hot leads from your lists. Learn More

SKILLS-BASED ROUTING

Skills-based routing lets contact center supervisors precisely and fairly distribute incoming interactions to agents. Match customers with the best-suited available agents who are best fit to handle the interaction. Learn More

AUTOMATIC CALL DISTRIBUTION

Interactions on all digital channels are automatically distributed fairly and precisely to the right agents based on a combination of interaction properties and agent properties. Learn More

IDENTIFIED CONTACT ROUTING

Interactions with customers who have defined contact information from a CRM can be routed to the same agents or an agent from the same team who previously helped the contact. Customers from dropped interactions can easily connect back and pick up from where they left off. Learn More

OMNICHANNEL CONVERSATIONS

MESSENGER APP SUPPORT

Bright Pattern supports all messenger applications, like Facebook Messenger, WhatsApp, WeChat, Twitter Direct Messaging, Viber, Line, and Telegram. Connect with customers over mobile channels and switch the conversation to any channel. Learn More

OMNICHANNEL SWITCHING

Switch between channels seamlessly. A conversation that starts on one channel can be seamlessly transferred to another channel, with the full context of the conversation at the agent’s fingertips to make the channel switching effortless. Learn More

AUTOMATED OUTBOUND COMMUNICATION

Automate outbound notifications through email, SMS, and text messaging. Utilize outbound notifications to keep your customers in the loop, and allow them to contact your agents over any channel for further information. Learn More

ACCURATE CONTACT IDENTIFICATION

Customers with known messaging app accounts, phone numbers, and contact information are automatically identified when they connect with your contact center, allowing agents to get a glimpse into their activity history during the interaction. Learn More

DYNAMIC WEB CHAT

Bright Pattern’s platform supports chats on websites, and utilizing point-and-click configuration, your contact center can tailor the chat to different web pages on the website with different offers and call-to-actions.

CONVERSATION CONTINUITY

When an interaction is dropped, a customer who is redialing can be brought back to the same agent who handled that interaction. The customer can be accurately identified based on information from the CRM integration. Learn More

OMNICHANNEL QUALITY MANAGEMENT AND REPORTING

UNIFIED OMNICHANNEL REPORTING

Detailed reports include all data from all interactions on all channels. Get reports on channels like messenger apps, chat bot, web chat, email, voice, SMS, text messaging, and more. Learn More

ACTIONABLE SUPERVISOR DASHBOARD

Supervisors can quickly view key metrics and KPIs about their assigned service queues, campaigns, teams, and agents. Get alerts and associated statistics about contact center performance in real-time. Learn More

DRAG-AND-DROP REPORT BUILDER

Customize reports to highlight specific KPIs and save resulting data sets for future review. Easily customize reports by easily dragging and dropping the data you need to see from the report. Learn More

3RD-PARTY DATA ANALYTICS ACCESS

Access third party data platforms for comprehensive reporting and analytics. Work with data from Tableau, Amazon Quicksight, Zoho Reports, Google Data Studio, Zoomdata, and more. Learn More

CUSTOMIZABLE WALLBOARDS

Customizable global and personal wallboards that display real-time statistics, metrics, and other data for agents, teams, and supervisors. Get accurate, real-time data for analytics and reporting on-the-go. Learn More

SCHEDULED AND AD-HOC REPORTS

Run reports with set parameters, and get the reports you need quickly. Scheduled periodic reports to be delivered at the preset values, allowing you to get consistent and insightful data into your contact center without having to manually run the report. Learn More

REMOTE AGENTS

CLOUD-BASED PLATFORM

Bright Pattern’s platform is based on the cloud, allowing contact centers to deploy remote agents easily and at a moment’s notice. During emergencies or major events, quickly switch to a remote workforce to meet the needs of your customers and agents. Learn More

INTUITIVE UI FOR FAST TRAINING

Bright Pattern’s contact center platform has an intuitive UI, allowing agents to be quickly and easily trained. Hire agents from anywhere around the world, and get them up to speed quickly with the easy-to-use UI.

OMNICHANNEL REPORTING

Allow supervisors to gain access to reports that contain information on all channels, including new emerging channels like messenger apps and chat bot. Get detailed reports on the performance of these digital channels. Learn More

ACTIONABLE SUPERVISOR DASHBOARD

Real-time dashboard with the status of all agents that are currently active in the contact center. Supervisors can quickly view metrics like assigned service queues, campaigns, teams, and agents with associated statistics, alerts, and actions in real-time. Learn More

DRAG-AND-DROP REPORT BUILDER

Build custom reports that highlight the data your supervisor needs to see. Create customer reports by highlighting which metrics and KPIs to display, and save and schedule data sets tailored to the data you need to see. Learn More

BUSINESS CONTINUITY

Maintain business continuity, even during major events or emergencies. Bright Pattern allows your contact center to quickly shift to a remote workforce, allowing you to continue serving your customers with no downtime or pause.

MOBILE AGENT DESKTOP

VOICE AND SMS SUPPORT

Bright Pattern’s mobile agent app for the smartphone allows agents to connect with customers over voice and text messaging through the mobile app.

TAKE NOTES DURING CONVERSATIONS

Agents can take notes during the conversation, and these notes and interaction data is synced in the platform so that the agent can access this information later on their Unified Agent Desktop on the computer.

KNOWLEDGE SHARING

Promote knowledge sharing and cross-departmental communication by allowing contact center agents to bring in subject matter experts from outside the contact center.

DATA SYNCING FOR LATER ACCESS

All interactions that occur over the mobile app are synced in the platform, giving agents access to interaction history and context from the mobile app interaction on their desktop computer.

BRING IN SUBJECT EXPERTS

Bring in experts from outside the contact center into the conversation. Allow other specialists within the company to join the conversation and assist the customer during the conversation, providing better customer service.

REPORTING ON MOBILE APP

Contact center supervisors are able to monitor performance on mobile application interactions through the Bright Pattern mobile app as part of the unified reporting. Gain insight into the performance of mobile app channels.

AI AND BOTS

INTEGRATIONS WITH BEST-OF-BREED AI

Bright Pattern’s platform integrates with all kinds of best-of-breed AI. Bright Pattern integrates with Google AI, IBM Watson, Amazon AI, and Microsoft AI, just to name a few. Learn More

AGENT ASSISTANCE

AI integrations can provide assistance to agents during conversations. AI integrations can provide real-time sentiment analysis to agents during conversations to help agents gauge customer mood, and provide suggested responses to help agents guide the conversation. Learn More

AUTOMATED CONVERSATIONS

Implement bots through web chat and allow customers to first go through self-service on your company website with a chat bot. Automate the first conversation with the customer. If the customer needs assistance from a live agent, they can be transferred seamlessly to a conversation on another channel. Learn More

NATURAL LANGUAGE PROCESSING

Best-of-breed AI integrations allows you to utilize Natural Language Processing with Bright Pattern’s contact center platform. Allow customers to utilize their natural language and voice to navigate self-service options within your IVR menu.

SENTIMENT ANALYSIS

Through AI integrations, Bright Pattern’s platform can monitor interactions in real-time and determine whether the customer is neutral, positive, or negative about an interaction. Through real-time sentiment analysis, Bright Pattern’s platform can flag negative interactions and supervisors can intervene in real-time. Learn More

INSIGHTS INTO CUSTOMER BEHAVIOR

With real-time AI monitoring, supervisors can gain insight into contact center performance and gain insight into customer behavior. Interactions are compiled into a unified report with all channels, letting supervisors gain insight into the contact center. Learn More

100% UPTIME

ACTIVE-ACTIVE ARCHITECTURE

Active-Active architecture ensures that your contact center won’t go down, even during unforeseen events or disruptions. If one cloud storage base goes down, there is another one to support your contact center.

CLOUD-BASED

Based on the cloud means Bright Pattern’s software will always be available and ready-to-use. Even during upgrades or maintenance, keep your contact center running from the cloud. Learn More

REMOTE CAPABILITIES

Bright Pattern is capable of deploying a remote workforce at a short notice, keeping your contact center running even during major events or disasters. Deploy a remote workforce at any time if needed. Learn More

REDUNDANT ISP AND POWER

Multiple Internet Service Providers for each cluster to ensure that even if an Internet service provider blacks out, the cluster will still be supported by another internet service provider to ensure no downtime.

REDUNDANT POWER

Multiple power and electricity providers for each cluster to ensure that if a power and utilities provider experiences an outage, another one will be able to support the cluster to ensure no downtime.

REDUNDANT TELCO

Multiple telecommunications providers for each cluster to ensure that if a telco company experiences an outage, another telecom provider will be able to support the dialing and SMS capabilities of the contact center to ensure no downtime.

COMPLIANCE

PCI COMPLIANCE

Process payment securely according to PCI DSS security standards. Payment information is encrypted and stored securely on Bright Pattern’s platform, with consistent vulnerability assessments and scans of security infrastructure. Learn More

HIPAA COMPLIANCE

Bright Pattern’s platform safeguards protected health information (PHI), implementing features like role-based access control, encryption of data, and secure data storage. Gain access to complete audit records at both the system-level and tenant-level. Learn More

SOC 2 COMPLIANCE

SOC 2 compliance provides data security to ensure confidential information is kept private. Bright Pattern implements security protocols like role-based protection, password protection, defined roles and responsibility, and encryption on all forms of interaction. Learn More

GDPR COMPLIANCE

GDPR compliance ensures that Bright Pattern’s contact center platform is compliant with the standards set by the European Union. Bright Pattern includes features like allowing contact centers to manually erase content, special access controls, erasure of any interaction, and comprehensive records of every interaction. Learn More

TCPA COMPLIANCE

TCPA compliance in the Bright Pattern platform helps your contact center follow outbound dialing regulations. Integrate Do Not Call lists, have multiple opt-in and consent options, and set the platform to have curfew hours and other necessary regulations. Learn More

SUPPORT FOR VISUALLY IMPAIRED

Bright Pattern’s contact center software provides key features to help visually impaired contact center agents. The agent desktop supports screen readers, shortcut keys, and tags in key interface locations. Learn More

Let us know if you’re ready to lift your ROI.

Find out what makes our customers so excited about working with Bright Pattern. Reach out today to schedule your free product demo and let’s see how we can improve your business.