Bright Pattern CCaaS

What is CCaaS?

CCaaS, or “contact center as a service”, refers to call center software that is hosted in the cloud rather than on-premise. A CCaaS solution eliminates the need for in-house servers, maintenance, and software upgrades. This, in turn, eliminates significant expenses on operations and personnel while still giving your call center access to powerful call center technology and communication channels to deliver exceptional customer experiences. Powerful contact center solutions and functionality, once accessible to only the largest enterprises and businesses, are now accessible to businesses of all sizes.

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“Due to the simplicity of the platform, Bright Pattern offers low license costs and professional services at a fraction of the cost of other cloud-based vendors.”

- Frost & Sullivan

Why CCaaS?

Investing in a cloud call center solution is often lower than their traditional, on-premise contact center counterparts. There are substantial savings to cost and increases in ROI that can be felt by switching to a CCaaS solution. Some benefits include: 

  • Lower Upfront Investment: The initial costs for a cloud-based CCaaS are lower than installing phone lines or dedicated computer networks that typically power a traditional call center.
  • Reduced Personnel Costs:  Technology like chat, automated routing and other communication channels help businesses serve customers faster with fewer agents.
  • Fewer Maintenance Costs: Cloud-based CCaaS solutions require less maintenance than in-house networks that deal with outages, unplanned repairs and other potential issues.  
  • Reduced Downtime: CCaaS solutions minimize downtime and increase reliability because there’s no need for repair, maintenance or hardware installation.
  • Ability to Support Remote Workforce: Cloud-based CCaaS allows you to balance remote, in-person and hybrid workers with one streamlined solution.
  • Better Workforce Management: Workforce and performance management tools maximize call center productivity and improve key performance indicators (KPIs). 
  • Easier Supervision: CCaaS has enhanced supervision features that allow managers to make better decisions, thanks to reporting, automatic suggestions and tracking. 
  • Easy Access to the Best Technology: CCaaS solutions give you access to the most advanced call center technology without worrying about upgrading hardware, installing new software or employing an on-site maintenance team.
  • Scalability Up and Down: Unlike traditional call centers that require hiring additional employees or expensive hardware and software to meet increased needs, CCaaS solutions let you make adjustments, add features and install updates with minimal effort.
  • Monthly Updates: CCaaS can combine with the most advanced information technology service management (ITSM) technologies to offer system updates, helping companies enhance and automate their service management capabilities.

Contact Center v.s. Call Center

In the customer experience industry, many businesses often get call centers and contact centers mixed up. Call centers focus on incoming and outgoing voice calls, which often severely limit how a business can communicate with it’s customers. Call centers may not be able to provide as modern and dynamic of a customer service as businesses need to adapt to the new digital age. 

Contact centers are much more capable and involve numerous channels, including email, web chat, video calls, messenger apps, text messaging, and more. Contact centers offer more options for customers and provide a more dynamic customer experience, leading to higher customer satisfaction and a more modern customer experience.

What Digital Channels Should My Contact Center Support?

Your contact center should support modern digital channels to provide the best possible customer experience. Some digital channels your contact center should support include web chat, SMS, text messaging, mobile apps, messenger apps, and video calls. These digital channels allow your business to connect with a wider audience, and allows customers to choose the channels that they want to connect with your business on, leading to a more personalized customer experience.

Useful Call Center Technology for Your Call Center Software

There are many features that your call center software should support that can improve the efficiency of your call center and improve customer satisfaction. These communication tools include:

  • Omnichannel Communication: Support customer interactions on all communication channels, like SMS, MMS, text messaging, video chat, messenger apps, mobile apps, and more.
  • Interactive Voice Response (IVR): IVRs are software that allow customers to utilize their phone keypad or voice to browse through a self-service menu. 
  • Omnichannel Quality Management: Omnichannel quality management allows supervisors to monitor 100% of interactions on all channels. 
  • CRM Integrations: CRM integrations allow your contact center to utilize customer information during interactions to improve efficiency. 
  • Predictive Dialing: Intelligent dialers go through numbers quickly to find the callers and and connect them to live agents. 
  • Automatic Call Distributor (ACD): Automatic call distributors fairly and efficiently distribute calls to the right call center agent.

Time to Go Live

Bright Pattern
1.4 Months
CCaaS Average
2.77 Months
NICE InContact
2.59 Months
Genesys PureCloud
3.75 Months

Omnichannel v.s. Multichannel Capabilities

Omnichannel and multichannel are two different types of call center platforms and can alter how your contact center performs customer interactions.

In a multichannel contact center, different communication channels are siloed and there is friction in the customer experience. There is not a single customer journey, since they need to start from the beginning when they try to connect on another channel. This disrupts the customer experience and can lead to a disjointed, negative customer journey.

An omnichannel call center platform allows customers to switch between any channels seamlessly, all while the agent is following the context of the conversation. This means when customers switch to another communication channel, they can pick up right where they left off with the agent. This creates a more personalized, seamless customer experience.

What Industry Regulations Should CCaaS Comply With?

Because call center software can be deployed in a wide variety of industries, varying from financial institutions to retail stores to healthcare providers, it is important that the call center software is secure and able to comply with the different regulations that are present in these industries.For a contact center focused on the healthcare industry, call centers need to focus on HIPAA. For a contact center focused on processing payment information, call center software needs to be compliant with standards set by the Payment Card Industry Data Security Standard, or PCI DSS. For call centers focused on outbound dialing, call center software needs to be compliant with regulations set by the Telephone Consumer Protection Act, or TCPA.Finally, all call center software should be SOC 2 compliant.

What Are Some Good KPIs to Track in Your Call Center Software Solution?

Measuring key performance indicators, or KPIs, in a call center software solution is a requirement for call centers that want to optimize performance and improve workplace efficiency, all while improving customer satisfaction. The first KPI to track in the contact center is the average time to answer. Average time to answer is a metric that evaluates the amount of time that an inbound interaction needs until it is answered by an agent. Another KPI is the average abandonment rate, which measures the number of callers that are disconnected before they can reach an agent. First call resolution, or FCR, is an important measurement that determines a call center’s ability to resolve customer issues on the first interaction. Average idle time is the idle time that an agent spends. Finally, average hold time is the amount of time that a customer is put on hold during an interaction, which plays a role in contributing to overall call length. 

Improving KPIs in the call center means having an effective platform that can support omnichannel capabilities as well as advanced call center technology.

"We have not had a single outage in more than 6 years … if a platform goes down for even 20 minutes that’s probably a loss of a hundred thousand dollars in lost business.”

CEO for luxury BPO, Vipdesk

“Bright Pattern simply flipped a switch, and our ServiceNow, Microsoft Dynamics, and Microsoft Teams integrations worked perfectly.”

Senior Director of CX - YMCA of the North (world’s largest YMCA with 3800 employees)

Important Considerations when selecting a CCaaS Contact Center Solution

When selecting a CCaaS call center solution, it is important to consider many factors that may make one solution much more suitable for your organization than others. Some of the important considerations to make include:

  • Fully Capable Omnichannel Communication 
  • High Reliability and 100% Uptime
  • Highly-Rated Customer Support from Provider 
  • Low Total Cost of Ownership (TCO)
  • Flexible Pricing
  • Flexibility and Scalability Up and Down 
  • No Business Interruptions from Software Upgrades 
  • Integrations with Many Different Third-Party Technologies 
  • Adaptability to Any Use Case Through Scenario Builder

Let us know if you’re interested.

Find out what makes our customers so excited about working with Bright Pattern. Reach out today to schedule your free product demo.

Powerful Integrations

Microsoft
Zoho
Salesforce
Zendesk
Pipkins
NICE
Aspect
Oracle
Monet

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Exceed Customer Expectations

A CCaaS platform will boost customer satisfaction and lead to a great customer experience.

Scalability

Scale your contact center easily to meet demand.

Any Channel

Reach customers on any channel, like SMS, text messaging, messaging apps, social media, voice call, and more.

Quality Management

Ensure consistently excellent quality in your call centers.

AI-Powered

Automate basic tasks and assist agents.

Additional Bright Pattern Features

Users Love Bright Pattern

“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.”

Derek G.

Director of Contact Center Operations

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

KC R.

BPO Technology Lead

“Great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.”

Sean Rivers

Director of Operations Technology

“We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.”

Othmar B.

VP Marketing

“I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. ”

Julie T.

Retail Support Representative

“The system was very easy to setup along with training and onboarding from the Bright Pattern team. We use Bright pattern for inbound transactions, such as incoming calls, emails and chat. The reporting tools are easy to use and propvide the SLA data required for our partners.”

Sal Y.

Head of Customer Support

Frequently Asked Questions

Omnichannel contact center as a services (CCaaS) is the next generation in how businesses communicate with customers and clients. In a traditional multichannel system, many channels of communication, like voice call, email, texting, and more, are bolted on to an older legacy system. This creates a disjointed experience for both the customer and agent, as the customer and agent have to jump through multiple hurdles to have communication across multiple channels.

On an omnichannel CCaaS, all of these channels are united and integrated into one seamless journey. Omnichannel communication allows your customers and agents to start a conversation on one channel, then seamlessly switch between any number of digital channels, making the customer and agent experience frictionless. Start a conversation on voice chat, email, SMS messaging, messenger apps, or texting, and seamlessly move the conversation to another channel. The context of the conversation is kept so that the agent can pick up where the interaction left off, creating an effortless journey for the customer.

An omnichannel CCaaS can increase customer satisfaction, increase customer engagement, and empower agents through seamless communication and a frictionless journey.

A CCaaS solution give you seamless, easy access to the latest technology through the cloud. However, certain pieces of technology will give your contact center an edge in providing excellent customer service.

One technology that is crucial for any CCaaS solution is AI integration. AI opens the doors for many different, innovative applications for contact centers. Innovative, practical applications like omnichannel quality management and sentiment/text analysis rely on powerful, best-of-breed AI. Bright Pattern’s CCaaS solutions integrates with Microsoft, Google, and IBM Watson AI, giving you access to powerful AI that can be used in practical, but innovative ways.

Another thing to look for in your CCaaS solution is seamless remote work capabilities. Being based on the cloud gives your contact center the opportunity to transfer to a remote workforce at a moment’s notice, with all the functionality of a traditional on-premise solution. Whether it’s due to emergencies, convenience, or flexibility, a seamless transition to a remote workforce is crucial for CCaaS solutions in the modern day.

Last, but not least, every CCaaS solution needs a comprehensive quality management system. With Bright Pattern’s Omni QM technology, your contact center is able to conduct quality assurance on 100% of interactions on all channels. This gives you and your supervisors a birds-eye view of your contact center, giving you a complete picture of what’s working and what’s not in the contact center. Omni QM also allows for real-time intervention. When a customer interaction is detect as going negative by AI analysis, the call can be automatically routed to a retention specialist, while the data from that interaction is saved for agent retraining.

CCaaS helps remote workforce through it’s cloud capabilities. Being based on the cloud means all the necessary hardware and software are stored in a cloud center. Bright Pattern’s CCaaS solution is stored with reputable, reliable cloud providers, like Google Cloud, Amazon AWS, and Microsoft. Being stored in the cloud means your agents can receive the same powerful call center functionality from anywhere in the world with just an internet connection.

Bright Pattern’s CCaaS solution enables AI-powered omnichannel quality management anywhere in the world. Even if your contact center workforce spans the globe, you can monitor all interactions on all channels easily, tying your remote workforce together into a unified team. Ensure efficiency and great customer service, no matter where the agent is located on the globe.

A CCaaS solution provides unparalleled flexibility and scalability to your contact center solution. By being based on the cloud, Bright Pattern’s CCaaS solution allows your organization to seamlessly transition to a remote workforce, hire remote agents from anywhere across the globe, and scale your operations for fluctuating seasonal demand.

Being a CCaaS solution also provides your organization access to the latest in call center technology with little to no installation or upfront costs. Get access to the latest digital channels, powerful AI technology, and AI-powered omnichannel quality management with no hardware or software upgrade costs.

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