Call Center Virtual Queue

Virtual Queue with Callback

Bright Pattern’s Virtual Queuing

Bright Pattern’s call center software supports virtual queuing. Through Bright Pattern’s virtual queuing solution, your contact center can give customers and callers a callback instead of waiting in the call queue. Callers that are stuck in the call queue can hang up and receive a callback from the next available agent. With Bright Pattern’s virtual queue, your contact center can improve customer satisfaction, improve agent performance, handle a higher number of customers and a higher volume of calls, lower abandon rates, lower wait times, and improve the customer experience.

Improve Wait Time with Virtual Queue

Bright Pattern’s call center software and virtual queuing technology can help increase the efficiency of customer support and improve the customer experience by allowing call centers to deliver customer support to the customer. In a traditional inbound call center, customers and inbound calls need to wait in a call queue for the next agent. A traditional inbound call center would utilize an ACD to distribute the calls to agents. This means during times of high call volume and a large number of calls, call queues can be very long. This means long wait times for the customer, leading to a worse customer experience, higher estimated wait time, worse queue management, and more abandoned calls.

With Bright Pattern’s virtual queue technology and virtual queuing system, improve key metrics by allowing customers to leave the call queue and receive a call back. Lower the amount of time that customers need to spend in call center queues, improve queue management, improve agent availability, resolve customer issues faster, and improve first call resolution rates.

Connect Back Through Other Digital Channels

Bright Pattern’s call center software is an omnichannel platform. This means that customers in the virtual queue can receive a callback through other channels besides voice on Bright Pattern’s virtual queuing system. Customers who have left the call queue but want a callback can receive the callback through channels like SMS, text, and social messenger apps. Connect with customers that are in the virtual queue through any channel, improving agent performance, customer satisfaction, and leaving a positive impact on the customer experience.

Quality on 100% of All Interactions on All Channels

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.

Unified Agent Desktop

Our omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey.

Omnichannel Quality Management

Ensure consistently excellent customer experiences and optimize call center performance with AI-powered OmniQM.

CRM Integration

Track the customer journey with your business on any channel. Integrations with all CRM providers or your own system of records.

Bright Pattern Omnichannel Features

Add New Channels Easily

Add new digital channels to your omnichannel experience easily with cloud-based omnichannel capabilities and upgrade your customer service strategy.

No Downtime

Based on the cloud and powered by an Active-Active architecture, Bright Pattern’s contact center solution will never have downtime.

Speech and Text Analysis

Utilize powerful speech analytics and text analysis to rate sentiment of a customer or provide agent assist during an interaction.

Gain Insight

Utilize KPIs and analytics within our contact center software to gain insight into your contact center’s operations and customer behavior for better call center quality assurance.

Empower Agents

Boost contact center agents and contact center managers performance with advanced features like Unified Agent Desktop and different channels of communication.

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Unified Communications for Businesses of All Sizes

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.

Future-Proof

Easily activate new channels that are introduced to the industry and grow your business in the best way possible. Use a single platform to deliver on an omnichannel strategy with your omnichannel contact center solution and deliver better customer experience.

Scenario Builder

Utilize powerful drag-and-drop tools, APIs, and features to create the customer journey that best fits your business strategy, and take your omnichannel cloud contact center to the next level.

Scalability

Omnichannel and cloud-based means you can scale our software to suit any sized business. Our cloud customer experience platform is perfect for businesses with seasonal needs.

Powerful Integrations

Microsoft
Zoho
Salesforce
Zendesk
Pipkins
NICE
Aspect
Oracle
Monet

Additional Bright Pattern Features

Frequently Asked Questions

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 and IVR system 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 or the connected call 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. Information from the interactive voice response and IVR system can also be stored as CRM data. 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. The customer can use their own voice through Bright Pattern’s IVR system and IVR technology, giving your interactive voice response a more personalized experience. 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 interactive voice response 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 from the interactive voice response will be distributed to the right agent through the automatic call distributor, or ACD system, that Bright Pattern utilizes.

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