CCaaS: Contact Center as a Service

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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.

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.

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.
Automate basic tasks and assist agents.

Powerful Integrations

Key Features

True Omnichannel
Call Recording
Screen Recording
Intelligent Routing
Inbound Call Center
Outbound Call Center
Blended Call Center
Single Sign-on (SSO)
Single Customer View
Built-in Knowledge Base
Click-to-call, Click-to-chat
Omnichannel Agent Desktop
Advanced call center analytics
Comprehensive CRM Integration
Automatic Call Distribution (ACD)
Interactive Voice Response (IVR)
Integrated Artificial Intelligence (AI)
Computer Telephony Integration (CTI)
Built-in Workforce Management (WFO)
Omnichannel Quality Management
Rich Administrator and Supervisor Tools
Predictive, Progressive, Automatic, and Preview Dialing
Supports all digital channels (e.g., chat, email, SMS, messengers, etc.)

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

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 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.

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