WHAT IS A HOSTED CALL CENTER? — A FLEXIBLE, SCALABLE SOLUTION
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 CONTACT CENTER SOLUTIONS
Bright Pattern’s hosted call center solution provides the flexibility and efficiency that your call center needs. Our cloud contact center software enables you to connect with your customers from anywhere in the world across all time zones. With Bright Pattern’s omnichannel hosted call center software, a call center agent can have seamless interactions across all channels with any customer, giving the customer a personalized and context rich experience. Track the customer’s journey from the beginning to the end with the many features that Bright Pattern’s powerful hosted call center software provides.
- True Omnichannel
- Inbound Call Center
- Outbound Call Center
- Blended Call Center
- Salesforce Integration
- Supports all digital channels (e.g., chat, email, SMS, messengers, etc.)
- Automatic Call Distribution (ACD)
- Interactive Voice Response (IVR)
- Single Customer View
- Computer Telephony Integration (CTI)
- Intelligent Call and Digital Routing
- Omnichannel Quality Management
- Click-to-call, Click-to-chat
- Predictive, Progressive, Automatic, and Preview Dialing
- Single Sign-on (SSO)
- Rich Administrator and Supervisor Tools
- AI Capabilities via Integration with Third-party Providers
- Call Recording
- Screen Recording
- Built-in Knowledge Base
- Omnichannel Agent Desktop
REACH CUSTOMERS ANYWHERE AT ANYTIME
The Bright Pattern hosted call center solution allows organizations to optimize geographic presence with the ideal combination of local and remote resources. For companies providing 24/7 support, the Bright Pattern hosted call center solution gives them the ability to leverage agents across multiple times zones and select the ideal remote call center agent based on skill, costs, geography, and more. Whether an agent or call center representative is working from an office or home, the Bright Pattern omnichannel hosted call center solution will enable them to provide callers the same level of professional service across all communication channels regardless of location.
EFFORTLESS AND PERSONAL OMNICHANNEL EXPERIENCE FOR YOUR CUSTOMERS
Customers want to connect with your business on the channels they prefer. Whether they want to contact you through text, email, voice, social media, video, or web chat, Bright Pattern’s omnichannel contact center software accommodates all channels and merges them to create one seamless customer journey.
Whenever a new channel needs to be added to your call center software, Bright Pattern’s cloud-based software can add it quickly and easily. Our hosted call center software is quick to implement and very flexible compared to a traditional, on-premise solution.
ALL OF THE CONTACT CENTER FEATURES WITH NONE OF THE HASSLE
Using a hosted call center solution means all the functionality you want in your contact center with none of the costs and hassle of an on-premise solution. Bright Pattern’s hosted call center solutions provides advanced call center features, like interactive voice response (IVR), advanced call distributors (ACD), chat, email, messaging, SMS, predictive dialing and more. These advanced features can streamline the customer experience, provide a more context rich and personalized experience, and help you provide faster service to your customers.
In the past, having an advanced call center for your business meant spending tons of money fixing and maintaining an on-premise call center and requiring a dedicated in-house IT staff. With Bright Pattern’s hosted call center software, you can get all the functionality you need at a fraction of the cost.
MAINTAIN VOICE QUALITY ACROSS THE GLOBE
The farther a call has to stretch geographically, the more likely voice quality will become an issue. Outbound and inbound calls suffer when there are too many hops between the remote customer and the call center agent — and call distribution is key.
Bright Pattern’s Automatic Call Distribution (ACD) software routes callers to the optimal agent. Whenever customers call a cloud contact center and wherever they dial from, intelligent call routing will make sure they are serviced by call center agents as close to them as possible where this is the strategy.
Bright Pattern maintains several local points of presence and a large portfolio of telecom providers to ensure that callers are connected directly to agents who are answering inbound calls and located in the same geography, and they are only routed to remote locations if local agents are not available.
LEAD YOUR CUSTOMERS THROUGH THEIR JOURNEY WITH CRM INTEGRATIONS
Customers want personalized, seamless experiences with your company. Leading a customer through the customer journey has never been easier with Bright Pattern CRM (customer relationship management) integrations. Bright Pattern will fully integrate with your existing system of records or customer relationship management system. Bright Pattern’s contact center solutions integrates with all major CRMs including Microsoft Dynamics 365, Salesforce, Oracle, ServiceNow, and Zendesk. Using customer relationship management software (CRM), you can streamline workflow, track a sales process, and keep track of your clients. Through CRM integrations, you can boost customer satisfaction, leading to more sales opportunities and increased customer loyalty.
COMPREHENSIVE DATA PRIVACY AND SECURITY ON THE CLOUD
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.
ADVANCED CONTACT CENTER SOFTWARE ON THE CLOUD WITH BRIGHT PATTERN
Hosted call center solutions are very popular, with good reason. Providing flexibility, value, and accessibility, hosted call center software gives businesses of any size the opportunity to provide seamless, personal customer service.
Bright Pattern’s cloud contact center software powers omnichannel conversations. With Bright Pattern, you can provide seamless conversations that can be carried across any channels (e.g., voice, IVR, social media, SMS, chat, messaging, video, etc.). Effortlessly switch between all channels while maintaining context and relevant information across all channels.. Bright Pattern integrates with any major CRMs, including Microsoft Dynamics 365, Salesforce, Oracle, 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 perks, provided on the cloud for an affordable, pay-per-use price.