CCaaS: Contact Center as a Service

How CCaaS Works

CCaaS, or “contact center as a service”, refers to call center software and contact center technology that is hosted in the cloud rather than on-premise. CCaaS vendors supply a complete pay-as-you-go “service” and eliminate the need for in-house servers, maintenance, and software upgrades. This, in turn, eliminates significant personnel, operational, and maintenance expenses, while still giving you the communication channels and communications platform to deliver exceptional customer experiences. Powerful contact center solutions and functionality, once accessible to only the largest corporations and business units, is now available to companies of all sizes.

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Upgrade Hassle-Free

Upgrade your contact center automatically. Every customer receives new features constantly and seamlessly, giving you the most advanced software at any given time. This reduces upgrade costs for your contact center and gives your contact center more time to do what it does best, providing seamless, personalized customer support. Implement high levels of scalability and personalization. With Bright Pattern’s 24/7 support team, cloud migration is easy and seamless.

Absolutely No Downtime

Bright Pattern’s cloud based contact center software will always be online and available no matter what. Bright Pattern utilizes advanced active/active architecture, a system that ensures uninterrupted continuity in the case of a local disaster or facility interruption. Since our software is based on the cloud and is CCaaS, if one data center is interrupted, all of the data and call center functionality will be supported by the other data center. This ensures that 24/7 service can be provided to your entire organization so you can achieve your desired business outcome.

Comprehensive CRM Integration

Bright Pattern will fully integrate with your existing core system of record or your favorite customer relationship management system. Bright Pattern’s contact center solution integrates with all major CRMs like Microsoft Dynamics 365, Salesforce, Oracle, ServiceNow, and Zendesk. Track information and customer timelines like call records, sales process, and journey progress with each customer through the CRM integration. Get insight into the customer experience and find new ways to deliver exceptional customer service and boost customer satisfaction.

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.

Why CCaaS?

Full Functionality

All of the call center functionality you need at the tip of your fingers. Get the most advanced features for a fraction of the price.

Save Money

No need for professional IT personnel, expensive hardware, and lengthy upgrades. Having your platform on the cloud reduces cost.

Fast ROI

See returns-on-investment quickly. Bright Pattern’s CCaaS platform has the highest ROI in the industry, backed by G2 Crowd.

No Downtime

Through an advanced Active-Active architecture, there is absolutely no downtime. Keep your contact center running 24/7.

Fast Upgrades

Upgrading your contact center through a cloud platform is hassle-free. Easily add any communication channel you want.

Comprehensive Security

Bright Pattern’s platform is fully compliant with all major regulations, such as PCI, HIPAA, TCPA, GDPR, and SOC.

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Exceed Customer Expectations

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

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Scale your contact center easily to meet demand.

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Any Channel

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

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Quality Management

Ensure consistently excellent quality in your call centers.

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Automate basic tasks and assist agents.

Powerful Integrations


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.”


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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