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. CCaaS providers supply a complete pay-as-you-go “service” and eliminate the need for in-house servers, maintenance, software upgrades, and more. This eliminates significant personnel, operational, and maintenance expenses, while at the same time delivering a service where all upgrade features are included seamlessly. This allows call centers to focus on what they do best, which is providing seamless and personalized customer service. Powerful contact center software and functionality that was once accessible only to the largest corporations is now available to any sized business, large or small.
CCaaS solutions provide many advantages over traditional, on-premises systems. CCaaS solutions provide much more flexibility, greater features, better security, and higher scalability at a fraction of the cost. With providers being tasked with maintaining and developing the contact center software, contact centers can forego the need of having on-site IT professionals and maintenance costs, saving contact centers money.
To provide call centers with the flexibility and scalability that they need, Bright Pattern’s CCaaS solutions are built for the cloud and provide many powerful features at a fraction of the cost.
BRIGHT PATTERN’S CONTACT CENTER SOLUTIONS
Bright Pattern’s contact center software provides the flexibility and efficiency that your contact center needs. Our CCaaS solution provides powerful call center functionality that an on-premises solution will have, and more. With Bright Pattern’s omnichannel platform, a call center agent can have seamless interactions across all channels with any customer, giving the customer a seamless, personalized customer experience. Track the customer’s journey from the beginning to the end with the many features that Bright Pattern’s powerful CCaaS call center software provides.
- True Omnichannel
- Inbound Call Center
- Outbound Call Center
- Blended Call Center
- Salesforce Integration
- Supports all digital channels (e.g., chat, email, SMS, messengers, etc.)
- Automatic Call Distribution (ACD)
- Interactive Voice Response (IVR)
- Single Customer View
- Computer Telephony Integration (CTI)
- Intelligent Call and Digital Routing
- Omnichannel Quality Management
- Click-to-call, Click-to-chat
- Predictive, Progressive, Automatic, and Preview Dialing
- Single Sign-on (SSO)
- Rich Administrator and Supervisor Tools
- AI Capabilities via Integration with Third-Party Providers
- Call Recording
- Screen Recording
- Built-in Knowledge Base
- Omnichannel Agent Desktop
UPGRADE YOUR CONTACT CENTER HASSLE-FREE
Bright Pattern’s cloud based call center solution provides the flexibility and efficiency your call center needs. Our powerful cloud contact center software provides greater functionality compared to a traditional, on-premises solution without the hassle of having to maintain and upgrade a traditional, on-premises solution.
With an on-premises solution, upgrades are a hassle. You are virtually guaranteed to be behind on releases and need to maintain any integrations you may have. Adding new channels (e.g., live chat, voice, social media, SMS, chat, messaging, video, etc.) to the contact center’s existing channels is a major hassle, requiring professional IT teams to install and add new hardware and software to support these channels. Even minor upgrades to support new call center functionality are a pain to support, needing professional IT to make changes to the contact center’s technology.
With Bright Pattern CCaaS, upgrading your contact center is automatic. Every customer receives new features constantly and seamlessly, letting you have 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.
FULL CONTACT CENTER FUNCTIONALITY WITH NONE OF THE MAINTENANCE
CCaaS opens the doors for any-sized businesses, large or small, to provide great customer service. With Bright Pattern’s cloud based contact center software, you can get all the functionality you need at a fraction of the cost.
Bright Pattern’s CCaaS solution provides advanced call center features, like interactive voice response (IVR), advanced automatic call distributors (ACD), and predictive dialers, to help you connect with callers more efficiently. IVR, ACD, and predictive dialers can be used to streamline your conversations and make customer service more efficient. Route callers to the right agent using ACD, or make outbound calls more efficient using predictive dialers. These features, once available only to call centers with the most sophisticated on-premises systems, are now available to any contact center through the cloud.
ABSOLUTELY NO DOWNTIME, NO MATTER WHAT
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 business continuity in the case of a local disaster or facility interruption. Because 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 customers uninterrupted.
LEAD YOUR CUSTOMERS THROUGH THEIR JOURNEY WITH CRM INTEGRATIONS
Customers want personalized, seamless experiences with your company. Leading a customer through the customer journey has never been easier with Bright Pattern CRM (customer relationship management) integrations. 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 including Microsoft Dynamics 365, Salesforce, Oracle Service Cloud, ServiceNow, and Zendesk. Track information like call records, sales process, and journey progress with each customer through the CRM integration, leading to more sales opportunities and increased customer loyalty.
COMPREHENSIVE DATA PRIVACY AND SECURITY ON THE CLOUD
Bright Pattern’s CCaaS call center software is fully secure for any interaction. Our call center software is HIPAA compliant, GDPR compliant, and PCI DSS 3.2 compliant, with SOC2/3 coming in late 2019.
Bright Pattern’s software adheres to all HIPAA compliance regulations to ensure that call centers are providing great customer experience while maintaining compliance to HIPAA laws.
Features built-in to support HIPAA compliance include:
- Roles-based access controls
- Encryption of data transmissions
- Powerful scripting language to collect, transfer, and process caller data
Bright Pattern’s software adheres to all PCI standards in order to protect customer’s sensitive payment card information. It has received an independent third-party PCI DSS 3.2 compliance certification from CompliancePoint.
ADVANCED BRIGHT PATTERN CONTACT CENTER SOFTWARE AS A SERVICE
CCaaS is very popular, with good reason. Providing flexibility, scalability, value, and accessibility, CCaaS gives businesses of any size the opportunity to provide seamless, personal customer service.
Bright Pattern’s contact center software is CCaaS as well as truly omnichannel. With Bright Pattern, you can provide seamless conversations that can be carried across any channels (e.g., voice, social media, live chat, SMS, chat, messaging, video, etc.). Effortlessly switch between all channels while maintaining context and relevant information across all channels. Even after the call, Bright Pattern let’s you go further and trace the customer journey through our comprehensive CRM integration. Bright Pattern integrates with major CRMs, including Microsoft Dynamics 365, Salesforce, Oracle Service Cloud, ServiceNow, and Zendesk. Bright Pattern’s contact center software is also HIPAA- and PCI-compliant, utilizing comprehensive, advanced security features to protect all sensitive customer information. All of these benefits are provided on the cloud for an affordable, pay-per-use price.