OMNICHANNEL CONTACT CENTER PLATFORM
Delivering great customer service means communicating efficiently across all preferred channels to create a seamless and effortless customer experience from beginning to end. Customer expectations continue to rise and customer service call centers need to find a strategic way to compete for new business and increase customer loyalty. The best way to elevate the experience you provide is to offer omnichannel support to customers through a single platform that empowers agents.
Bright Pattern customer service call center software can help you exceed customer expectations by delivering support to customers on any channel, any device, anytime, anywhere. Whether you are a retailer trying to build your in-app presence, a travel company struggling to implement web chat, or a bank that needs to embark on a digital transformation in order to remain relevant, Bright Pattern customer service call center software can help.
The Bright Pattern cloud customer service call center solution leverages the information contained in your favorite CRM application to provide revolutionary omnichannel capabilities for your call center.
Customers expect personalization and context-rich interactions, as well as the ability to choose and switch communication channels whenever they want (e.g., chat, SMS/text messaging, voice, etc.).
Bright Pattern addresses this challenge by delivering a powerful omnichannel contact center platform that provides the flexibility to switch between communication channels—from voice calls and messaging apps like Facebook Messenger to SMS/MMS, video, and more—while delivering the most relevant data from your customer service application for a more personalized customer experience.
The Bright Pattern customer service call center solution supports search, identification, and screen-pop functionality, in addition to features like click-to-call and real-time statistics dashboards. Our unified omnichannel Agent Desktop makes it easy for agents to manage all communication channels.
AI-POWERED CUSTOMER SERVICE SOFTWARE
Our customer service cloud call center solution also provides powerful artificial intelligence (AI) and bot solutions to give agents and customers enhanced automation to accelerate time to resolution and improve the customer experience. Our AI call center solution includes both customer-facing solutions for routine interactions, as well as agent-facing solutions to provide agents suggestions and information for more sophisticated issues. Bright Pattern customer service call center solutions work with AI-powered bots and cognitive technologies of many third-party vendors, including Google, Amazon, and IBM.
The Bright Pattern customer service call center solution will enable you to offer the best customer support experience possible. Easily manage customer communications across all channels, seamlessly switch between them, increase sales, provide premium support, and boost agent performance and morale all while enhancing the customer experience. With all the advantages of the Bright Pattern omnichannel customer service call center solution, you’ll have everything you need to turn your customer service cloud call center into a powerful customer experience center.
BENEFITS FOR BRANDS
Build Personalized Customer Relationships
Exceed customer expectations and create loyal customers by providing a personalized, seamless customer journey on all preferred channels.
Higher Level of Service
By offering innovative omnichannel service, you will retain current customers and win new customers who are leaving competing brands where they experienced poor service.
Real Time Analytics
Access real-time and historical reports to increase the day-to-day operational efficiencies of your customer service center, plus important KPIs like CSAT and NPS.
BENEFITS FOR CUSTOMERS
Fast resolution remains a top priority for customers. Offer self-service channels with the option to escalate to a live agent to reduce customer effort and time spent on phones.
Increase customer satisfactions by providing all preferred channels, including inbound and outbound voice, chat, email, SMS, video, chatbots, and social messengers.
Support Is Always Accessible
Allow customers to reach your contact center from anywhere around the globe at any time. Ensure global reach and business continuity with 100% uptime.
CUSTOMER SERVICE CONACT CENTER KEY FEATURES:
- Omnichannel cloud-based contact center
- Inbound call center
- Outbound call center
- Blended call center
- All digital channels (e.g., chat, email, SMS/MMS, messengers, video, etc.)
- Automatic call distribution (ACD)
- Single customer view
- Unified omnichannel user interface
- Computer telephony integration (CTI)
- Screen-pop functionality
- Conversational IVR
- Intelligent call and digital routing
- Interactive Voice Response (IVR)
- Omnichannel quality management across all channels
- Click-to-call, click-to-chat capability
- Predictive, progressive, automatic, and preview dialing
- Single sign-on (SSO)
- Rich administration and supervisor tools
- AI capabilities via integration with third-party providers
- Screen/call recording
- Real-time quality monitoring