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.