Bright Pattern Call Center Software for Financial Services
Financial Institutions today are struggling to manage the various forms of communication demanded by their customers. Customer expectations have increased dramatically over the years and they expect personalization and the ability to choose their preferred form of interaction (i.e. chat, messaging, SMS. voice, etc.). Bright Pattern has addressed this challenge by delivering a fully integrated omnichannel contact center platform in which, regardless of the form or forms of communication a customer may choose, the context of each interaction is retained and it is treated as a single conversation.
Provide an Omnichannel Experience to Customers at Every Stage of Their Journey
Digital transformation is a imperative for today’s financial institutions, and omnichannel is critical in reimagining the customer journey. According to McKinsey & Company, digitized entrants hold 17 percent of global revenue, yet 47 percent of digital revenue. In the financial services sector, this is now closer to 50/50. Omnichannel and moving to digital accelerates this transformation and creates new opportunities for enhancing the customer journey by developing new customer segments and increasing revenue.
Omnichannel Support for Voice, Video, and Digital Channels
Provide consistent customer service with multichannel interactions via voice, email, SMS, social messenger apps, and video. Driving additional revenue efficiently is key to continued success. When a customer comes to the bank wanting a credit card, it is to purchase goods and services. The credit card is a means to an end. Suggesting new purchases or linking to certain sites enhances the customer journey and experience.
Outbound Calling Campaigns
Bright Pattern’s outbound contact center helps you automate and organize outbound calling campaigns and resources. Increase productivity by rapidly calling leads with Bright Pattern’s predictive dialer. The advanced algorithm ensures increased occupancy and regulatory compliance.
Banking Call Center Software
Retail banking is more competitive than ever and consumers are starting to demand an omnichannel experience similar to what they are getting from other companies. As the banking industry is faced with adding channels, it is also battling increasing security threats. Bright Pattern Contact Center software helps banks meet customer demands with the highest security standards. Bright Pattern also meets the global needs of banks reaching across different geographies and time zones.
Integrate with Existing CRMs Out of the Box
Increase agent productivity with an integration UI, click-to-call, screen pop, and activity history automatically saved with each ticket. Bright Pattern has out-of-the-box integrations with top CRM providers, including Salesforce, Microsoft Dynamics, Zendesk, Oracle Service Cloud, and ServiceNow.
Unified Agent Desktop
Consolidating customer data, communication tools, and easy-to-access information into a single desktop is critical in servicing your customers. The decluttered Agent Desktop puts actionable customer data and knowledge at your agents’ fingertips so they can solve customer problems, not hunt for information. By bringing all customer data to a single screen, agents are empowered to personalize each interaction.
Maintain PCI Compliance
Finance and banking require higher levels of security and compliance to protect all customer data and avoid litigation. It is important to have special security standards in place to prohibit agents from viewing sensitive information and to protect customer information from outside sources. Bright Pattern is PCI DSS 3.2 compliant and has received an independent third-party compliance certification from CompliancePoint.
CompliancePoint is a skilled team of contact center compliance consultants with a successful history of consulting and auditing Fortune 500 firms and global industry leaders.