Bright Pattern’s call center software allows call centers and contact centers utilize an advanced call center skill based routing system to route an inbound call to either the best agent or the next available agent. With a powerful routing system and advanced routing strategy behind it, Bright Pattern’s call center software can perform call routing efficiently and accurately, leading customers to the right agent with the right skills to best assist them.
Bright Pattern’s call center software can help increase the efficiency of customer support and improve the customer experience by allowing call centers to route customers to specific agents based on specific skills and agent skills. Through ACD, call routing can be distributed fairly as well. Customer data and customer information can also be utilized through a CRM integration to route specific customers, like VIPs, to specialized agents based on what their information in the system is.
Bright Pattern’s call center solution utilizes a powerful interactive voice response system with advanced IVR technology to give customers the option of self-service, improving the customer experience and delivering more efficient customer service. Utilizing AI and speech recognition, Bright Patterns interactive voice response system and IVR technology can provide a quick response to customers if they are in need of assistance. If the interactive voice response system and the interactive voice response menu isn’t enough to help the customer, they can be routed to a live agent. With a powerful AI-powered IVR system, ensure that inbound calls and connected calls can receive personalized self-service, and connect these calls to live agents if needed.
Ensure high customer satisfaction and great customer experience and customer service on 100% of interactions and contact center calls in your omnichannel cloud contact center. Being built as an omnichannel call center software and integrating best-of-breed artificial intelligence for automation, OmniQM within Bright Pattern’s contact center software enables call center managers to conduct performance management with call recordings and other sensitive information, ensure customer preferences are being met, implement best practices during a customer call, and ensure excellent customer interactions on all contact center calls. Through an omnichannel approach, implement workforce optimization and ensure smooth contact center operations. Utilize OmniQM to monitor all communication channels, like voice calls, outbound calls, phone system interactions, sales calls, live chat, SMS, messenger, and more.
Our omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey.
Ensure consistently excellent customer experiences and optimize call center performance with AI-powered OmniQM.
Track the customer journey with your business on any channel. Integrations with all CRM providers or your own system of records.
Bright Pattern’s omnichannel call center software is accessible to businesses of all sizes and is suitable for any situation, taking your omnichannel contact center to the next level. It can be utilized by any industry or vendor, like retail business, online stores, online business, and brick and mortar stores. Bright Pattern’s omnichannel contact center is the best platform and contact center solutions to beat the competition in customer experience, allowing your omnichannel contact center to beat the competition, improve efficiency, beat the competition, meet customer demands, and deliver exceptional customer experience.
Bright Pattern is the perfect digital cloud platform for a contact center that wants to implement the best conversational IVRs with machine learning. Bright Pattern’s IVR beats legacy IVR systems by using intelligent, best-of-breed AI that is capable of understanding customer dialog, dialogues, or query. With text-to-speech, or TTS, capabilities, Bright Pattern’s interactive voice response system and IVR system powers self-service with voice interactions, something that legacy interactive voice response systems.
Bright Pattern’s IVR system allows for the automation of routine tasks like answering simple questions, checking account balance, making announcements, appointment setting, and other new use cases. Automation within the interactive voice response system helps support agents handle high call volume and handle long queues for incoming calls while meeting and exceeding customers’ expectations for self-service. With an intelligent conversational IVR and interactive voice response system, agent productivity is improved and the journey for the caller can carry on effortlessly without the need to queue for the next appropriate agent.
Besides the best conversational IVRs and a powerful interactive voice response system, Bright Pattern also supports integrations with any CRM. This means caller information from an incoming call or an inbound call can be taken from the caller, and personal information of the customer can be utilized by call center agents when human interaction finally begins. Finally, with the CRM integration, callers can be identified after their first time connecting with the contact center, even if their first connection is with an IVR system. For example, the next time the caller calls into the contact center, the interactive voice response system can ask for the customer’s account number. This can help the IVR application identify the caller in the CRM, leading to better self-service and a smoother customer journey. Accurately determine a caller’s intent, even before connection with a live agent with Bright Pattern’s IVR system.
Bright Pattern’s sophisticated IVR technology, IVR phone system, and tool can be customized with specific workflows to match any use case and query that is requested of it. A specific process or IVR script can be set in the inbound IVR system or automated phone system so that a customer’s query is sent to the right person and right place for the fastest possible resolution. Customize menu options and IVR prompts to best support your customers, and make it so that your IVR call center mimics human assistants.
For example, Bright Pattern’s IVR software can start with a greeting of the customer as part of its scripts. After the greeting of the customer through the IVR system, the customer can pick from a wide variety of menu options that are determined by the preferences set by a customer service agent within the IVR application. After picking the right option for the query of the person, the conversational IVR will understand the request of the user, and determine what the best course of action is to resolve the person’s request. The IVR can then perform routing of the conversion to other channels. For complex requests, the IVR system can connect the customer to a live agent. The interaction will be distributed to the right agent through the automatic call distributor, or ACD system, that Bright Pattern utilizes.