The Most Simple, Powerful
Call Center Software

Omnichannel Cloud-Based Contact Center Software

Bright Pattern provides advanced call center tools to allow your customer service teams, sales teams, or support teams to engage callers on all digital channels without losing the context of the conversation.

Bright Pattern’s platform is cloud-based, meaning it can be used by businesses of all sizes, like small businesses, large enterprises, ecommerce shops, startups, large businesses, and global companies. Give your callers a seamless, personalized customer experience. Track the CX journey from the beginning to the end with the advanced features and software options of Bright Pattern’s powerful call center solution.

Artificial Intelligence

Best of breed AI to help your agents and customers
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Bots

Brighter bots to help your customers with seamless handoff to agents
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VIDEO CHAT

Video chat for personalized customer service
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Email

Fast and easy email communication
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SMS

Asynchronous chat to connect with your customers on the go
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Messengers

Communicate on messengers … WhatsApp, Facebook Messenger, LINE, Viber and more
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Chat

Enrich customer experience with web chat
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Voice

Inbound Calls, Outbound Campaigns, IVR, and Callback
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In-App

Power your mobile app experience with embedded chat, video chat, messaging, and document and picture sharing
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CLOUD-BASED CALL CENTER SOFTWARE

COST EFFICIENT CCAAS SOLUTION

Bright Pattern’s call center software is cloud-based and gives you all the key features and functionality you want in your contact center software, including standard features and advanced technology. Give your sales team, support team, help desk, customer support team, and customer service agents access to standard features and new features from a browser on a laptop or desktop.

The cloud is a great way to get top features for your virtual call centers. With the right vendor, you can get the best call center software for your business, with features like CRM solution, omnichannel capability, workforce management and schedules tools, and powerful communication tools. All of this for a fraction of the price of legacy systems.

ADD CHANNELS WITH THE CLICK OF A BUTTON

All the channels you need, like text, email, phone call, social media, video chat, live chat, instant messages, mobile app, chatbot, web chat, or messenger apps like Facebook Messenger and WhatsApp, can be added easily at your pace with no downtime. Utilize the channel of communication that best fits with the situation, and switch channels easily and seamlessly. With Bright Pattern’s call center software, you can get all the functionality you need at a fraction of the cost.

SEAMLESS OUTBOUND AND INBOUND COMMUNICATION

Bright Pattern’s call center software is designed for easy communication on both inbound calls and outbound calls, allowing you to bring your VOIP providers. Bright Pattern utilizes intelligent routing and IVRs and power seamless self-service and route calls accurately. Automatic call distribution (ACD) is also utilized to efficiently route calls and perform efficient routing. Meanwhile, for outbound calls, Bright Pattern utilizes a variety of predictive dialing methods, like predictive dialer, automatic dialing, auto dialer, progressive dialers, and preview dialer, to lower downtime, increase uptime, and boost agent productivity.

 

call center software map

BUILT-IN QUALITY ASSURANCE

Allow supervisors to track agent performance in their cloud contact center. Utilize easy-to-use dashboards with customizable features and automation to monitor all channels of communication. Bright Pattern’s platform has omnichannel support, meaning your supervisors can score interactions on all channels to ensure a great customer experience and increase customer engagement. Allow your supervisors to retrain agents and give accurate agent scorecards With the OmniQM agent management software, tailor the software to specific needs for your business, and ensure best practices are being followed.

POWERFUL CRM INTEGRATIONS

Bright Pattern’s contact center solution seamlessly connects to your existing CRM system or any major CRM provider. You can utilize all of your customer data, like phone numbers, past interactions, call activity, and put all this data at your agent’s fingertips to offer a personalized customer experience. Providing great service and personalized experiences has never been easier with Bright Pattern customer relationship management (CRM) integrations. Bright Pattern will fully integrate with your existing system of record or customer relationship management system. Bright Pattern’s contact center solution integrates with all major CRMs including Microsoft Dynamics 365, Salesforce, Oracle Service Cloud, ServiceNow, and Zendesk. Using customer relationship management software (CRM), you can streamline workflow, track a sales process, keep track of your clients, and deliver superior customer support. Through CRM integrations, you can boost customer satisfaction, leading to more sales opportunities and increased customer loyalty.

WFO AND WFM INTEGRATION

Bright Pattern’s contact center solution seamlessly connects to your existing CRM system or any major CRM provider. You can utilize all of your customer data, like phone numbers, past interactions, call activity, and put all this data at your agent’s fingertips to offer a personalized customer experience. Providing great service and personalized experiences has never been easier with Bright Pattern customer relationship management (CRM) integrations. Bright Pattern will fully integrate with your existing system of record or customer relationship management system. Bright Pattern’s contact center solution integrates with all major CRMs including Microsoft Dynamics 365, Salesforce, Oracle Service Cloud, ServiceNow, and Zendesk. Using customer relationship management software (CRM), you can streamline workflow, track a sales process, keep track of your clients, and deliver superior customer support. Through CRM integrations, you can boost customer satisfaction, leading to more sales opportunities and increased customer loyalty.

COMPREHENSIVE DATA PRIVACY AND SECURITY

Bright Pattern’s call center software is fully HIPAA compliant, PCI DSS 3.2 compliant, TCPA compliant, and GDPR compliant.

HIPAA COMPLIANCE

Bright Pattern’s cloud-based omnichannel call center software adheres to all HIPAA compliance regulations to ensure that call centers are providing a great customer experience while maintaining compliance to HIPAA laws.

PCI COMPLIANCE

Bright Pattern’s software adheres to all PCI standards in order to protect customer’s sensitive payment card information. Bright Pattern has received an independent third-party PCI DSS 3.2 compliance certification from CompliancePoint.

GDPR COMPLIANCE

Bright Pattern is fully compliant with GDPR regulation and has many systems in place to support GDPR compliance. Any interaction is capable of being erased and sensitive data is capable of being restricted to users with special security administration privileges.

TCPA COMPLIANCE

Bright Pattern has a separate server for dialing that removes automated dialing capabilities. We integrate with third-party services that check against Do Not Call lists in accordance with TCPA laws and FCC regulations.

OMNICHANNEL FOR PERSONALIZED, EFFORTLESS INTERACTIONS

Customers want to connect with your business on the channels they prefer. Whether they want to contact you through text, email, voice, social media, video, live chat, or web chat, Bright Pattern’s call center software is able to deliver the customer experience your clients expect.

Today customers expect a high level of personalization across all channels. They may start on a website, then move to a chat or SMS before speaking with an agent. With the Bright Pattern omnichannel contact center solution, your agents will have knowledge of all interactions across all channels, and then deliver a context rich and personalized customer experience. An omnichannel solution provides the seamless customer experience that will help build customer relationships, boost customer service, and empower contact center agents.

CALL CENTER SOFTWARE KEY FEATURES

EASE-OF-USE THROUGH UNIFIED AGENT DESKTOP

Bright Pattern is dedicated to making call center software easy-to-use, while being dynamic and powerful. Bright Pattern’s call center software solutions provides a powerful Unified Agent Desktop with customizable APIs so that the best agents can have an easy time navigating during a live call. Through the Unified Agent Desktop, agents can change the conversation between different channels to the channel of choice with the caller, like voice, phone system, email, text, SMS, social media, mobile app, chatbot, video chat, and more, without having to switch out of Bright Pattern’s platform. This makes the agent experience seamless. With CRM system integrations like Salesforce and MS Dynamics, customer’s history and call activity are at the agent’s finger tips, making it easy for agents to perform their functions.

 

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EASE-OF-ADMINISTRATION

On the management side, Bright Pattern’s call center solution allows easy and flexible administration for supervisors leading a sales team, support team, customer support team, or customer experience team. Utilize tools like IVR, ACD, and predictive dialers to streamline the calling process and direct callers to the right agent. Bright Pattern also features a natively embedded quality management system that monitors 100% of all interactions on all channels. With OmniQM technology, utilize call analytics and automation to display contact center information on the dashboard. Allow supervisors to utilize analytics and dashboard information from a user-friendly interface to ensure smooth contact center operations. Whether you manage enterprise companies or small businesses, Bright Pattern’s platform is the best call center software to be custom tailored for your industry.

COMPREHENSIVE QUALITY MANAGEMENT ON ALL CHANNELS

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BRIGHT PATTERN’S SOLUTION

Quality management in Bright Pattern is easy and comprehensive. Thousands of interactions across several channels makes it impossible for supervisors to monitor outbound calls and incoming calls among their different departments, like sales teams and customer support teams. In many cases, both large enterprises, startups, and small companies are only able to monitor less than 1% of all interactions their contact centers are conducting. Bright Pattern can review all of these interactions on all channels.

REVIEW 100% OF ALL INTERACTIONS ON ALL CHANNELS

With Bright Pattern’s cloud contact center platform, you can automatically review 100% of all interactions across all channels in your call center. Bright Pattern can monitor all customer interactions no matter the call volume. Set the dashboard and user-friendly interface to metrics and statistics for your business requirements, and increase customer engagement and ROI. Using the latest in artificial intelligence from Google, IBM Watson, and others, Bright Pattern will perform actions such as keywords search, transcription, call analytics, storage of voice recording, storage of customer’s history and previous interactions, and sentiment and text analytics. Through comprehensive monitoring and analytics, AI can alert supervisors on what channels and interactions need improvement, and allow them to intervene at the right time.



NATIVELY EMBEDDED QA

Bright Pattern’s quality management system is natively embedded into our call center software, ensuring that there is no need to translate the data and information into a third-party platform and manage separate groups of users. This means that any type of call center, whether you’re focused on outbound campaigns, marketing campaigns, outgoing calls, customer engagement, or inbound solutions, Bright Pattern is the best call center software solutions to suit your business requirements. Bright Pattern’s platform provides omnichannel support, meaning all interactions on all communication channels through the cloud solution can be monitored by OmniQM. Increase uptime on all channels, decrease downtime, improve on all KPIs, improve abandonment rate, and increase customer engagement on all interactions, from outbound calls to incoming calls. Another feature that is possible with Bright Pattern’s robust call center solution is AI integration. With AI, supervisors can be alerted when an interaction becomes negative. If an interaction becomes unsatisfactory, AI can detect the call and perform call routing to a retention specialist. Then the interaction history and previous interactions are kept for specific agents, allowing supervisors to conduct retraining of the agent. Through AI and smart call routing, improve customer satisfaction amount inbound callers looking for customer support and outgoing calls. Implementing AI into your quality management system can boost customer satisfaction and streamline your call center. See our AI in action by requesting a demo

FULLY CUSTOMIZABLE FOR YOUR INDUSTRY

Bright Pattern’s call center software is designed with flexibility in mind. Bright Pattern’s call center software can be customized, support customer integrations and a customizable interface with open APIs. Deployment is also a breeze since Bright Pattern is based on the cloud instead of relying on premise hardware, allowing you to support a remote workforce with unlimited agents and remote workers.

Every industry has different needs for their call center solution. Bright Pattern supports a wide variety of use cases, able to power things like outbound campaigns, marketing campaigns, incoming calls, outgoing calls. With the scenario builder, Bright Pattern’s software solution can utilize custom integrations to tailor the software to any size and any purpose, whether your contact center specializes in inbound customer service, outbound sales, or both. Our professional consultants can assist you in creating the most efficient, effective software solution to fit your needs. Or you can easily create and change your software solution yourself, giving your call center flexibility and increasing efficiency.

Whether your industry is in healthcare, high-tech, insurance, or any other industry, Bright Pattern’s dynamic Scenario Builder can be tailored by you or our professional consultants to best fit your needs.

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BRIGHT PATTERN ADVANCED, AFFORDABLE, EFFORTLESS, SEAMLESS CALL CENTER SOFTWARE

TRUE OMNICHANNEL

Bright Pattern’s call center software supports seamless conversations across all channels, all-in-one, easy-to-use, unified Agent Desktop. Our true omnichannel capabilities ensure that your customers receive personalized customer service on any channel they use.

COMPREHENSIVE DATA SECURITY

Bright Pattern’s call center software is also HIPAA, PCI, TCPA, and GDPR compliant, utilizing comprehensive, advanced security features to protect all sensitive customer information.

CLOUD-BASED SAAS

Based on the cloud, Bright Pattern’s call center software provides all of the powerful technology your contact center needs.

CRM INTEGRATION

We also integrate with major CRMs, including Microsoft Dynamics 365, Salesforce, Oracle Service Cloud, ServiceNow, and Zendesk.

AWARD WINNING

Award-winning call center software with omnichannel capabilities and full CRM integrations. Bright Pattern provides seamless conversations across all channels with advanced features.

AFFORDABLE

All of the perks, provided at an affordable, pay-per-use price.

SEAMLESS, EASY CUSTOMER EXPERIENCES WITH BRIGHT PATTERN CALL CENTER SOFTWARE

Award-winning call center software with omnichannel capabilities and full CRM integrations. Bright Pattern provides seamless conversations across all channels with advanced features. Request a demo today and see how we make customer service easy.

FAQs

Bright Pattern is a cloud vendor that provides call center tools over the cloud. This means your call center can get custom integrations, extensions, a business phone system, a CRM system, and advanced call center tools all through a web browser. Bright Pattern’s platform is the best call center solution for easy access to the best call center capabilities. Best of all, compared to premise call center software, all of these features can be implemented in less time. With a premise call center software, updates can take a lot of time to configure. Reliability can also be questionable on a premise platform.
Through data centers with high reliability, Bright Pattern’s cloud platform can be implemented quickly, allowing you to provide advanced phone support, open outbound call centers, run telemarketing campaigns, or run sales calls quickly. in today’s digital world.

Give the right person a custom experience with your phone support , all on a single dashboard and single interface.

Bright Pattern can power outbound call centers through the use of different automatic dialing options, like auto dialers, progressive dialer, preview dialer, and predictive dialer. Whether your outbound call centers are run as a collections agency, for telemarketing purposes, for outbound marketing campaigns, or for outbound sales campaigns, Bright Pattern has the right automatic dialer and auto dialers methodology for your contact center. Utilize scripts and Bright Pattern’s click-to-call browser extension to allow agents to perform more calls in less time.
Bright Pattern’s platform allows for omnichannel routing as well in case a customer performs a callback. Sometimes during automatic dialing, customers aren’t able to pick up. Bright Pattern’s software can detect callback utilizing the customer’s history and agent interactions history, and route the call to specific agents through omnichannel routing.

Bright Pattern’s call center solution integrates with any CRM solution. Bright Pattern integrates with all third-party CRMs, like Salesforce, Microsoft Dynamics, Oracle Service Cloud, and more, and integrates with your native CRM system. Allow your virtual call center to perform lead management with ease, putting customer information right at your agent’s fingertips on the cloud platforms. Information like phone numbers, local numbers, addresses, and personal information is securely stored and plays a crucial role for agents during customer interactions. Whether they’re on a laptop or on a desktop with a headset, agents can utilize integrated CRM solutions with a robust ticketing system and automatic ticket creation within the virtual call center software for better customer experience.
On Bright Pattern’s cloud call center solution, data centers are utilized to securely store data, meaning strong and effective disaster recovery and data protection for a secure overall cloud contact center. Bright Pattern’s cloud contact center platform and software solution let’s agents in your virtual call center effortlessly lead customers and callers through the CX journey.

 

OmniQM is Bright Pattern’s quality management system that monitors all agent interactions. Bright Pattern’s platform is omnichannel, meaning it supports all digital channels like phone call, email, text, SMS, and messenger apps like Facebook Messenger and WhatsApp. With an omnichannel platform, these omnichannel capabilities extend into the quality management system. Allow supervisors to gain insight into their contact center, and increase gamification of the contact center.
With Bright Pattern’s real-time dashboards, get supervisors insight into the agent experience and the performance of various teams, like your remote workforce, remote team, sales team, support team, and others. Bright Pattern is a great option to help supervisors get extensive research into their contact center operations. Ensure that idle time is low, average call duration is reasonable, call volume is being handled, hold time is low, agent uptime is high, and the efficiency of your agents is high. Tailor the dashboards with the methodology that your contact center uses to rate performance. With real-time dashboards and monitoring, your supervisors can even intervene at the right time when an interaction is rated as low, allowing them to make quick decisions at the right time on the spot. Previous interactions, customer’s history, and call scripts with the caller are saved for agent training.

Bright Pattern’s sophisticated interactive voice response system (IVR) can be customized with specific workflows and greetings to match any use cases and queries that are requested of it. Callers want self-service that is effortless and easy-to-use without needing to use a dialpad. With an easy-to-use IVR system, your contact center can operate outside business hours and active user hours, lead management is simpler, simpler queries can be answered quickly, make fewer calls repetitive, custom greetings can be set, and long queues can be shortened all through automation.
With the Bright Pattern IVR system, you can lead the customer through basic functionality as if they were speaking to a live agent through the auto attendant extension. Utilizing sentiment and text analytics, customers can speak with the auto attendant to get simple queries answered rather than use the dialpad, shortening call queues and preventing the phone system from facing long queues. Callers can leverage their natural voice to speak with the auto attendant, personalizing the interaction. If the self-service is not sufficient, the system can perform routing and call routing to the right agent. With effective call distribution and intelligent routing, phone systems can reduce queues and customers can be helped more quickly, whether it’s through self-service or through intelligent routing to the right agent.
With Bright Pattern’s customizable call center systems and IVR system, callers can be led through effortless self-service, powered by natural language processing, AI, and machine learning. Call transfers are a breeze, allowing the customer to get seamless phone support. Utilize technology like AI and machine learning to send customers with queries through an effortless virtual call center with an auto attendant. Set greetings and specific journey flows, allowing customers to get self-service in real time. Bright Pattern’s IVR business system and call center systems can also perform call routing with the auto-attendant when the caller wants to speak with a live agent. Leverage a combination of AI, machine learning, call routing with the phone system, and a powerful cloud contact center platform to beat the competitors in self-service. Get live prospects through the CX journey faster, reduce hold time, and leverage virtual call center software for an effortless customer experience with an auto-attendant.










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