Win New Clients by Offering Innovative Services
Companies today are struggling with managing the various forms of communications demanded by their customers. As such, BPOs must respond by offering cutting-edge solutions to these needs. Bright Pattern addresses these challenges by delivering a fully integrated omnichannel contact center solution in which, regardless of the form or forms of communication a customer may choose, a BPO will be able to retain context and deliver a personalized experience.
In short, the service provider marketplace is more competitive than ever. BPOs must deliver advanced technology solutions that enable them to offer highly differentiated services that 1) win new client business, and 2) improve the customer experience for the end user. Bright Pattern’s cloud contact center solution for BPOs responds to those needs.
Easily Add Additional Channels
Meet today’s customer experience expectations by using any combination of inbound, outbound as well as a full range of digital capabilities including mobile, SMS, live web chat, voice, messaging and web calling. Offer virtual queue on inbound calls to improve customer satisfaction during peak loads and provide mobile app communications to reduce time spent in phone queues and to personalize communications.
Offer High Agent Time Utilization
Blended multichannel operation lets an agent work on multiple chats, respond to overriding phone calls, and work on email only when there is a lull in other activities. True predictive dialing keeps agents busy with low abandonment rates, even with low-answer-probability lists (five percent occupancy improvement with the same abandonment rate over a competitor in a recent trial).
Integration Ecosystem and Out-of-the-Box CRM Integrations
Increase agent productivity with integrated 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.
Retain Clients Better
Offer flexible client reporting options, including custom reports, automated delivery, and direct reporting data access. Build trust with your clients by providing them with quality control and oversight options, including direct client access to monitoring, call grading, ad-hoc reporting, and customer survey data. In addition, get direct access to real-time web-based dashboards, with client service data and periodic scheduled reports with email delivery and details about client operations.
Fast Client Ramp Up
Set up new clients and change existing services quickly and easily. Make changes quickly and easily in our intuitive web UIs. Services and clients are easily managed with Bright Pattern’s system management tools. Bright Pattern’s web-based Agent Desktop works in Citrix, works through firewalls, and boasts built-in softphone and other telephony features for easy deployment.
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.
Meet Clients’ Compliance Requirements
Bright Pattern’s data centers and technology are compliant with a number of industry standards. Maintain compliance by partnering with Bright Pattern for compliance with HIPAA, PCI, TCPA, and other security standards.
Bright Pattern provides high availability software with multiple deployment options to support mission-critical business. Experience SaaS with 99.996% uptime and disaster recovery from our data centers. Private or hybrid cloud allows you to run Bright Pattern’s fault-tolerant system yourself, retaining full control over the operation. It is easy to switch or balance between deployment options at any time with our tenant export/import capabilities. Bright Pattern also offers great flexibility to accommodate BPO data center hosting and network infrastructure. The on-demand pricing structure is critical for all types and sizes of BPOs.
Operate with Advanced Enterprise Functionality
Bright Pattern’s tailored program for BPOs delivers fault tolerant high availability software paired with a mobile customer care feature suite and professional services. Some highlights of the program, which spans technology, packaging, and service, include:
- Public, private, and hybrid cloud contact center deployment models as well as a “white label” option for qualified outsourcers.
- Advanced contact center technology with the Rich Contact Experience mobile customer care feature suite to enable outsourcers to attract and establish long-term relationships with the largest brands.
- Deployment and optimization services from a dedicated professional services team comprised of veteran contact center experts.
- Competitive telco rates and the option to bring your own telco (BYOT).
- Flexible billing for the ultimate in scalability.