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Cloud-Based Call Center Software

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Based on the Cloud

Bright Pattern’s call center software is based on the cloud. Get easy access to advanced features and powerful call center system functionality. When new features and innovative communication channels are added, get instant access to them as well. Access powerful CRM integrations, omnichannel routing, and AI-powered analytics and metrics. Bright Pattern provides a full contact center solution from the cloud.

No On-Premise Hassle

Save costs on infrastructure and support teams with a cloud-based call center solution. Gain access to powerful phone systems and customer support platforms for little cost with a cloud contact center solution. Suitable for businesses of all sizes. All data and functionality is stored securely in data centers. Cloud-based is the modern alternative to premise contact centers.

EXPLORE CLOUD SOFTWARE

Omnichannel Platform

Connect with customers on any channel for a great customer experience. Utilize channels like phone calls, video call, SMS, text messaging, mobile app, live chat, social media, and social channels to connect with customers. Omnichannel interactions boost customer satisfaction and agent productivity, helping you exceed customer expectations. Empower your agents with better business communication and AI-powered cloud solutions

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Comprehensive CRM Integrations

Bright Pattern’s contact center software is able to integrate with any system of records. Bright Pattern is easy to setup can integrate with Microsoft Dynamics 365, Salesforce, Zendesk, ServiceNow, and Oracle Service Cloud. If your business has its own system of records, Bright Pattern can integrate with that as well. Get customer information, like phone numbers, call recordings, and interaction history, available to your agents in real time. Empower your sales team, support team, service team, or help desk.

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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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Bright Pattern Cloud Integration Features

Omnichannel Agent Desktop
Connect all digital channels into one, easy-to-use desktop. Connect voice phone calls, video, live chat, mobile app, social media, and text message interactions all into one seamless experience.
Suitable for Any Business
Bright Pattern’s solution can power any contact center and has the scalability to match businesses of all sizes. Gain access to full call center functionality.
Built-In Quality Management
Implement QA on any customer interaction with AI and automation. Track agent performance through KPIs and metrics, and deliver comprehensive data to supervisors and admin.
High Reliability
Being based on the cloud means high reliability and uptime. Experience no downtime no matter what. Bright Pattern’s 24/7 support ensures business continuity. Deliver great customer experiences 24/7 with greater reliability.
AI-Powered
Bright Pattern’s contact center solution is AI-powered, powered by best-of-breed AI from companies like Microsoft, IBM, and Google.
Workflow Management
Manage the flow of inbound calls, outbound calls, and interactions with intelligent call routing and queue management. Implement workforce management integrations for better customer service.

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Advanced Call Center Functionality, A Fraction of the Price

Bright Pattern’s platform gives cloud contact centers full functionality at a fraction of the cost.

Future-Proof
Easily activate new channels that are introduced to the industry and grow your business at a pace that makes sense for you.
AI Integrations
Utilize powerful AI for basic functions like intelligent routing, predictive dialers, automated outgoing calls, and CRMs. Streamline workflow by routing incoming calls to the right agent, utilizing smart dialers, and automated screen pop with customer info.
Scalability
Omnichannel and cloud-based means high scalability. With just an internet connection, get access to the best call center software on the market.

Powerful Integrations

Additional Bright Pattern Features

Unified Agent Desktop
CRM Integration
True Omnichannel
Cloud-Based
Intelligent Routing
AI-Powered Agent Assistance
Sentiment and Text Analysis
Interactive Voice Response
Built-in Quality Management
WFO and WFM Integration
Call and Screen Recording
Automated Bot Conversations
Drag-and-Drop Scenario Builder
All Digital Channels Supported
Automatic Call Distribution (ACD)
Click-to-Call, Click-to-Chat Capabilities

Cloud-Based Call Center Software

“The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day.”
Derek G.
Director of Contact Center Operations
“It is an extremely robust, while easy to use software. It can handle massive telephony centers with ease while maintaining competitive telco charges.
KC R.
BPO Technology Lead
“Great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.”
Sean Rivers
Director of Operations Technology
“We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.”
Othmar B.
VP Marketing
“I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. ”
Julie T.
Retail Support Representative
“The system was very easy to setup along with training and onboarding from the Bright Pattern team. 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

Frequently Asked Questions

Bright Pattern’s contact center in the cloud is the best choice for any innovative business or organization. Bright Pattern’s software features some of the most innovative technology in the contact center industry, like omnichannel quality management and complete AI integration within the platform. 

Being a contact center in the cloud, Bright Pattern’s platform enables your contact center to be based on the cloud. This opens up the opportunity to seamlessly transition your workforce to a remote setup, giving you the flexibility to hire from anywhere around the world and allowing your agents to work just as efficiently from the comforts of a home office. With Omni QM, ensure that your agents are performing efficiently and effectively even when they’re working from across the globe. 

Bright Pattern is award-winning, being recognized by industry leaders and analysts like Frost & Sullivan, Gartner Digital Markets, Ovum/Omdia, G2 Crowd, and more. Bright Pattern has the #1 ROI and Speed of Deployment, as well as #1 in Platform Functionality, #1 in Relability, and #1 in interoperability. Bright Pattern received outstanding reviews from customers in the call center category, outperforming all legacy call center vendors.

An omnichannel contact center in the cloud is the next generation in how businesses communicate with customers and clients. In a traditional multichannel system, many channels of communication, like voice call, email, texting, and more, are bolted on to an older legacy system. This creates a disjointed experience for both the customer and agent, as the customer and agent have to jump through multiple hurdles to have a communication across multiple channels. 

On an omnichannel platform, all of these channels are united and integrated into one seamless journey. Omnichannel communication allows your customers and agents to start a conversation on one channel, then seamlessly switch between any number of digital channels, making the customer and agent experience frictionless. Start a conversation on voice chat, email, SMS messaging, messenger apps, or texting, and seamlessly move the conversation to another channel. The context of the conversation is kept so that the agent can pick up where the interaction left off, creating an effortless journey for the customer. 

An omnichannel platform can increase customer satisfaction, increase customer engagement, and empower agents through seamless communication and a frictionless journey.

A contact center in the cloud provides unparalleled flexibility and scalability to your contact center solution. By being based on the cloud, Bright Pattern’s contact center solution allows your organization to seamlessly transition to a remote workforce, hire remote agents from anywhere across the globe, and scale your operations for fluctuating seasonal demand.

Being a contact center in the cloud also provides your organization access to the latest in call center technology with little to no installation or upfront costs. Get access to the latest digital channels, powerful AI technology, and AI-powered omnichannel quality management with no hardware or software upgrade costs.

A contact center in the cloud helps remote workforce by hosting the platform on the cloud. Due to the contact center solution being based on the cloud, that means there are no on-premise hardware or software that is required to run your contact center. 

By hosting the contact center in the cloud, your agents can access data and software from anywhere in the world, opening up the opportunity to seamlessly transition to a remote workforce.

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.

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