Omnichannel Hosted Call Center Solution

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What is a Hosted Call Center? — A Flexible, Scalable Solution

Hosted call center software, also known as virtual call centers, is a call center solution where the necessary data, utilities, software, and advanced features of a traditional contact center are hosted by a third-party service provider. Powerful contact center software, advanced features, and unique functionality that were once accessible only to the largest corporations are now available to businesses of all sizes. Moving customer interactions onto a single platform in a data center allows businesses of all sizes to utilize advanced call center functionality to deliver customer support.

All of the Functionality, A Fraction of the Price

By hosting a call center platform on the cloud, your contact center gets all of the advanced functionality of an on-premise solution. Gain access to comprehensive CRM integration, omnichannel routing, powerful AI and automation, and omnichannel quality management. When unique features and innovations are released, gain access to them instantly with no downtime for upgrading your call center software. All of this, for a fraction of the cost of having an on-premise solution.

VIRTUAL CALL CENTER SOFTWARE

Smart Communication Across All Channels

Connect with customers and clients on any communication channel, including live chat, instant messaging, SMS, texting, social media, voice call, video call, and more. Automate the workflow and manage call volume through the use of powerful automatic call distribution (ACD), intelligent routing, CRMs, predictive dialers, queues, and interactive voice response (IVR). Route your callers to the right agent and boost customer experience.

CLOUD-BASED CONTACT CENTER SOFTWARE

AI-Powered Quality Management

Implementing a quality assurance system in your contact center is made easy with Bright Pattern’s AI-Powered OmniQM. Improve first call resolution, ensure consistent customer service, fill the gaps, and boost agent performance across all channels. Utilize complete call reports, analytics, and data-guided training sessions to boost the performance of your sales team or support team.

EXPLORE CRM INTEGRATIONS

Unified Agent Desktop

Our omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey.

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Omnichannel Quality Management

Ensure consistently excellent customer experiences and optimize call center performance with AI-powered OmniQM.

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CRM Integration

Track the customer journey with your business on any channel. Integrations with all CRM providers or your own system of records.

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Hosted Call Center Features

NO DOWNTIME
Hosting on the cloud means easy setup with high reliability. With Active-Active architecture, experience no downtime no matter what.
FULLY COMPLIANT
High security call center software. Bright Pattern is fully PCI, GDPR, TCPA, HIPAA, and SOC compliant.
AI-POWERED
Utilizing best-of-breed AI like IBM Watson to help with various tasks, like managing call flow, implementing QA, or assisting agents.
HASSLE-FREE UPGRADE
Get access to the latest technology, all at your fingertips. With only an internet connection, gain access to the newest technology.
OmniQM
AI-powered omnichannel quality management allows admins to monitor interactions with live prospects across all channels.
UNIFIED AGENT DESKTOP
Allow agents to view all information and conduct interactions from an easy-to-use desktop dashboard.

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Seamless Agent and Customer Experience

Sales agents, support teams, and call center agents can easily deliver exceptional customer service.

Smart Dialers
Utilize advanced dialers to dial customers in an efficient and compliant manner.
Interaction History
Comprehensive interaction history for seamless service and smooth business communication.
AI Integration
Powerful AI for agent assist, voice service, quality assurance, and more.

Powerful Integrations

Key Features

True Omnichannel
Call Recording
Screen Recording
Screen-pop
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

“A very easy deployment and great capabilities”
Tripp Kerr
Management Consulting
“Bright Pattern is helping us with our Customer Service department. 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
“Helps me to provide my clients with an omnichannel contact center platform in the cloud that is both affordable and efficient.”
Howard L.
VP Solutions Consulting
“Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Eu volupat odio facilisis mauris.”
Sal R
Knees of Customer Support
“Bright Pattern is an innovative and easy to use omnichannel contact center software”
Derek Greenwood
Telecommunications

Frequently Asked Questions

Hosted call center software is a customer experience solution where the necessary data, utilities, software, and features of a traditional contact center are hosted by a third-party provider. Hosted call center software provides flexibility and value that is unmatched by traditional on-premise solutions. Powerful contact center software and functionality that was once accessible only to the largest corporations is now available to any business, large or small. 

In the past, contact centers were primarily run with on-premises software systems. This meant software was downloaded and maintained on-premise. This required a significant upfront investment,  ongoing investment in terms of IT professionals and operational costs, and constant upgrades. Due to this, access to powerful contact center functionality was limited only to the largest companies, and even then, it was difficult to maintain. 

Over time, many companies realized that there were huge benefits to taking the traditional call center software and hosting it in the cloud. Rather than having a costly on-premise solution managed by a professional IT team, contact center solutions can now be managed, upgraded, and provided as a service by contact center vendors. 

Having a hosted contact center provides many advantages over traditional on-premise solutions. One advantage is decentralization of the contact center. Rather than having all agents working in the same location, agents can now work from home or remotely. Businesses can hire call center agents from anywhere around the world and agents can work flexible hours. Hosted call centers are also extremely scalable, able to add or subtract seats as needed. This is ideal for businesses that are seasonal in nature.
Bright Pattern’s hosted call center software is fully and is both HIPAA compliant and PCI DSS 3.2 compliant. 

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.

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