Federal, State, and Local Government Call Center Software

Citizen-Centric Customer Experience on a Tight Budget

Governments and government agencies provide crucial services to their constituents, ensuring that day-to-day life in their jurisdiction carries on as smoothly as possible. Many government agencies and government programs rely on contact centers to serve their constituents, making customer service a high priority for the public sector. Despite high expectations and great importance of government call centers and the call center services they provide, many of them operate on a tight budget. This means it is difficult for many government agencies and their call center operations to upgrade. As a result, there is a widening technology gap between the public and private sector, and the customer experience is heavily impacted. Government agencies need a contact center solution that can help them stretch their budget while providing the advanced features and mobile digital channels they need to support their constituents.

Bright Pattern’s cloud-based contact center solution provides the advanced features that government agencies need at a fraction of the cost of other vendors. Bright Pattern supports features like omnichannel communication, accurate Conversational IVR, customizable self-service options, and AI-powered quality assurance, all of which will help your government call center close the technology gap between your agency and the constituents.

Bright Pattern enabled us to transition to a cloud-based contact center in record time. Alestra, Bright Pattern, and CallItOnce support initiatives that change lives with advanced technology.

- CENACED CUSTOMER EXPERIENCE REPRESENTATIVE

Powerful CX Features for Federal State & Local Governments

AI-Powered

Utilize best-of-breed artificial intelligence for self-service options, task automation, and quality assurance.

True Omnichannel

Connect with the community on any channel. Utilize channels like voice, video, SMS, and text messaging for outbound notifications and inbound communications.

Self-Service

Utilize IVRs with Natural Language Processing and implement self-service menus for 311 numbers. Reduce agent and constituent frustration.

Unified Reporting

Intuitive dashboards that unify data and reporting across all channels to make quality management easy and seamless.

Cloud-Based

Based on the cloud, Bright Pattern is fast to implement and removes all of the high costs associated with a traditional call center.

Secure and Compliant

Protect personal information, secure critical information, and follow privacy policy. Bright Pattern is PCI, TCPA, SOC 2, HIPAA, and GDPR complaint.

Communicate With Citizens on Any Channel

Constituents want a seamless experience with their government agencies. Constituents want to connect on various channels, like voice, email, live chat, chat bot, mobile apps,social media, and more. However, supporting these channels on a traditional on-premise system is extremely expensive, and the demands exceed the resources allocated to the government. Aside from the cost barrier, traditional on-premise systems lack flexibility, especially during major disasters.

On Bright Pattern’s omnichannel platform, allow your constituents to utilize any digital channel and switch between channels with ease during a conversation with your agency. Support channels like SMS/text messaging, mobile apps, messaging apps, chat, etc. on top of traditional communication channels like voice and email. Being based on the cloud means Bright Pattern’s contact center software will allow your government agencies to turn into fully-capable remote contact centers instantly. The COVID-19 pandemic highlighted the importance of being remote capable in the, making it a best practice to be remote ready.

Self-Service and Automation of Routine Tasks

Government agencies are often inundated with repetitive tasks, like paying bills and fines, filing complaints, reporting malfunctions or damage, and answering frequently asked questions. These repetitive tasks and questions, especially ones through 311 numbers, often require lots of time and increase costs substantially.

Automate routine tasks by implementing Bright Pattern’s self-service technology into your agency’s 311 number. Bright Pattern’s Conversational IVR and Standard IVR are powered by Natural Language Processing, allowing constituents to use their natural language to go through the self-service menu and select the right agency for their issues.

Aside from routing callers to the right agency, Bright Pattern’s Conversational IVR allows your agency to implement a for constituents to access, preventing repeat questions and saving your contact center time and money. Set the customer journey to match your agency’s specific use cases with customizable workflows and APIs.

Empower Public Servants

Empower your public servants within your agency with AI assistance and an easy-to-use platform. Bright Pattern’s contact center solution and agent desktop is easy-to-use and intuitive. AI assistance can assist your agency’s agents during conversations with constituents through capabilities like suggested responses and sentiment analysis of the customer in real-time.

Furthermore, supervisors can utilize Omni QM and Bright Pattern’s unified reporting dashboards to gain insight into the contact center. Omni QM can monitor 100% of interactions on all channels, while unified reporting provides easy-to-understand and customizable dashboards for effective reporting of all departments of your agency in terms of CSAT and other metrics.

Leverage Your CRM to Personalize Constituent Interactions

Bright Pattern’s call center software provides an effective, seamless way for your agency to collect and store constituent information quickly. With Bright Pattern’s comprehensive CRM integrations, your agency contact center can utilize constituent information to match caller information (phone number, phone call ID) with data from the CRM database for faster, seamless service. Integrate with any CRM, like Microsoft Dynamics, Salesforce, Oracle Service Cloud, or even your own record management system.

Bright Pattern also allows your agency to send outbound and inbound messages over text and SMS with forms and surveys to allow constituents to connect with the contact center quickly. Customize forms and surveys to match specific community situations and use cases needed by your agency. Improve service delivery with better data collection and usage.

Omnichannel Quality Assurance to Observe and Evaluate Agent Interactions on All Channels

Bright Pattern’s Omni QM feature allows agencies to monitor 100% of interactions on all channels. Monitor interactions on traditional channels, like voice calls, emails, and SMS and text messaging, while also monitoring interactions on emerging digital channels like in-app messaging, messaging apps, and web chats. Using Omni QM, your agency can quickly identify issues and performance gaps within the contact center and easily evaluate public servant performance against established standards.

With advanced omnichannel quality management tools, your agency can increase the efficiency of the agent evaluation process by reducing administrative effort in collecting and analyzing quality assurance data. Utilize Omni QM to improve upon the agent training curriculum while improving the systems and processes for quality assurance.

Federal, State, Local Govt. Center Software Features

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Best ROI and Time to
Implement

Bright Pattern beat all other CCaaSS vendors in the enterprise contact center market for the best ROI and the fastest time to implement by G2 Crowd and customer reviews! Bright Pattern’s low and fixed implementation price, minimal to no professional service fees, and quick onboarding allow our customers to realize ROI in half the time of other CCaaS providers.

Related Resources

WHITE PAPER

Read The 2021 Call Center Trends White Paper

PRESS RELEASE

Bright Pattern Contact Center Deployed by South Korea’s Center for Disease Control for COVID-19 Contact Tracing Using Remote Agents

Hundreds of Five Star Reviews

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.

★★★★★ 5/5

It is an extremely robust, while easy to use software. It can handle massive telephony centers with ease while maintaining competitive telco charges.

★★★★★ 5/5

Easy to Administer and Powerful to Use

★★★★★ 5/5

The power of predictive dialing technology and the flexibility offered by a first-rate company. With Bright Pattern, we have the ability to be agile and effective.

★★★★★ 5/5

I use Bright Pattern as an outbound telephone and SMS platform. They have been very helpful!

★★★★★ 5/5

I recently deployed this software for an outsourcing firm. They were able to deploy it in service of over a dozen customers. Bright Pattern was easy to deploy.

★★★★★ 5/5

First, the Brightpattern team is extremely customer focused and always willing to support customizations, or modifications to the product to address feature requirements in a quickly changing market.

★★★★★ 5/5

Frequently Asked Questions

Who is Bright Pattern?

Bright Pattern is a leading provider of cloud software. Our cloud contact center solution is true omnichannel, allowing you to seamlessly connect with customers over any channel. Utilize cloud services to implement a virtual contact center for your travel and hospitality business. Bright Pattern has the fastest ROI and the best ease-of-use in the industry.

Is Bright Pattern fully compliant?

Yes! Bright Pattern is fully compliant with all major laws and regulations, and is committed to protecting sensitive information. Bright Pattern is fully HIPAA compliant, TCPA compliant, GDPR compliant, SOC compliant, and PCI compliant. Read about our other compliances in our compliance page.

Why Bright Pattern for State and Local Government?

Bright Pattern’s cloud-based omnichannel contact center solution provides your government agencies with the advanced features of a fully capable, modern contact center for a great pay-per-use price that will fit into a limited budget. Bright Pattern’s platform provides features like omnichannel capabilities, comprehensive CRM integrations, customizable self-service options, and agent empowerment tools to help close the technology gap between your agency and your constituents

Does Bright Pattern support my industry?

Bright Pattern’s contact center software is flexible, dynamic, and cloud-based. Bright Pattern’s contact center solution can be tailored to any industry and any situation. Request a demo and see how we can tailor Bright Pattern’s solution to your industry.

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Federal, State, and Local Government Call Center Software

Citizen-Centric Customer Experience on a Tight Budget