For a contact center in the cloud, quality assurance ensures that your workforce, whether they’re on-premise, remote, or international, is performing as efficiently as possible and providing the best possible customer experience.
Bright Pattern’s contact center in the cloud features integration with best-of-breed AI, like IBM Watson, Google, and Microsoft AI. Utilizing best-of-breed AI, Bright Pattern’s quality assurance system can monitor 100% of all interactions on all channels. Using sentiment and text analytics, Bright Pattern allows you to monitor 100% of all interactions on any digital channel. This data is compiled in an easy-to-use format for scoring and training purposes.
Bright Pattern’s AI also allows supervisors and administrators to intervene in real-time if an interaction goes negative. Through sentiment and text analytics, the AI can detect when a customer interaction has gone negative and allow the call to be routed to retention specialists. The data from the interaction is then stored and can be used for retraining purposes.
Quality assurance allows contact centers to hire remote agents from anywhere across the world, and ensure that all agents are effective and efficient. Quality assurance ties together teams and ensures that customer service quality is maintained, no matter where any agent is located.