In order to deliver a superior customer experience, it is imperative that call center agents have relevant information that is personalized for each customer. CRM call center software achieves this by allowing contact center agents to access information quickly and immediately address customer issues.
The Bright Pattern omnichannel call center CRM software solution delivers a rich user experience across all channels, including voice, chat, email, text messaging, social media, messengers, and more.
Through Bright Pattern’s partnerships, Bright Pattern brings together the industry’s leading CRM solutions with the most advanced contact center CRM software solution available in the marketplace. Our omnichannel contact center solution integrates seamlessly with all popular CRM solutions, including Microsoft Dynamics 365, Salesforce, Oracle Service Cloud, Zendesk, and ServiceNow.
OMNICHANNEL AGENT DESKTOP
In order for call center agents to deliver a premium customer experience, it is critical that they have the best tools and technology possible. Using the best call center software available is one of the top ways to improve agent performance and satisfaction.
To address this issue, Bright Pattern offers a unified Agent Desktop that allows agents to access any interaction on any channel. This enables agents to see the entire conversation with full context, resulting in a more effective and personal customer experience.
Our omnichannel Agent Desktop allows contact center agents to have context across all communication channels, deliver insights into a customer’s journey, and prioritize work based on agent availability and skills.
Bright Pattern offers many benefits to your call center agents, including single sign-on (SSO) functionality. Just log on one time and you are ready to go across all Bright Pattern applications. Agents also use an intuitive user interface that presents all information on a single screen, saving them time from having to switch between channels. Screen pop, click-to-call, a built-in knowledge base, and real-time statistics are just a few other features that help increase agent productivity.
An integrated CRM system and call center software solution also simplifies routine tasks and high-frequency requests, allowing agents to work smarter and handle higher call volumes without sacrificing quality or job satisfaction. Agents can also employ powerful macros to assist in basic tasks, further streamlining their workflow and allowing them to focus on more complex tasks and delivering high-quality service.
The Bright Pattern CRM call center integration offers a dynamic way to conduct your business. Our solution puts your customer database in your agents’ hands, helping them to deliver a much more personalized and effective experience. By combining customer information and customer interactions, your agents will have everything they need to deliver an outstanding customer experience across all communications channels.
Bright Pattern also integrates with powerful artificial intelligence (AI) and bot solutions to give agents and customers enhanced automation to speed up time to resolution and improve the customer experience. Bright Pattern works with AI-powered bots and cognitive technologies of third-party vendors, including Google, Amazon, IBM, and others.
KEY FEATURES OF BRIGHT PATTERN CALL CENTER CRM SOFTWARE
- Omnichannel cloud-based CRM contact center solution
- Single customer view
- Screen pop
- Interactive Voice Response (IVR) technology
- Built-in knowledge base
- Omnichannel call center quality assurance tools and reporting
- Campaign management
- Inbound call center
- Outbound call center
- Blended call center
- CTI (Computer Telephony Integration)
- Artificial intelligence (AI)
- Single sign-on (SSO)
- Reporting and analytics
- Click-to-call and click-to-chat capability
- All media channels supported
- Predictive dialer
- Progressive dialer
- Preview dialer
- Call recording
- Screen recording
- Social media
CUSTOMIZE CUSTOMER JOURNEYS
Offering seamless, personalized experiences to customers and improving agent morale and productivity isn’t where the benefits end. Bright Pattern’s omnichannel contact center platform can also provide custom journeys for customers based on defined business rules and preferences. Access the most relevant data from the Bright Pattern CRM call center software solution to build the strongest customer relationships.
Bright Pattern’s drag-and-drop journey-building application, Scenario Builder, provides all the tools needed to create the customer journey that best fits your business strategy.
Business rules are easy to create, modify, and maintain. Priority customers can be offered a top-tier chat as soon as they log in for immediate assistance, or they can be routed to an agent who is familiar with their needs. Using best research business practices, customers can be routed for either email, text messaging, live chats, or phone calls based on previous user history or preferred contact method.
Use the Bright Pattern Contact Center CRM solution to develop the business and communication strategy that best fits your organization. Access CRM data to make outbound calls, send SMS notifications, or deliver premium customer service to your most-valued customers. You decide the strategy and channel and Bright Pattern will ensure that your customers receive a personal and successful interaction experience.
BUILT-IN QUALITY MANAGEMENT
A contact center’s most important function is to deliver a great customer experience, and call center quality assurance is the primary means to deliver what the customer wants with maximum effectiveness and efficiency.
Effective call center quality assurance best practices allow a call center to proactively monitor interactions, discover areas for improvement, and provide remediation and training for call center agents where required. It is the cornerstone of your call center because it delivers actionable insights and allows you to continuously improve interactions between your customers and agents while meeting business objectives. When done right it will improve first call resolution; reduce average handle time, transfer, and callbacks; identify process areas for improvement; improve both the customer and agent experience; and incorporate the voice of the customer through feedback.
Bright Pattern QM Pro allows quality managers to evaluate only those interactions, positive or negative, that fall above or below a certain threshold or measurement. We utilize advanced technologies, including AI, sentiment, keyword search, and more, to help quality managers to quickly identify and review the interactions that are most important to the business.
QM Pro documents the criteria for each type of channel interaction so that your agents know exactly what the business is expecting of them. Evaluation forms can be developed by channel, and questions can be weighted to focus and measure those activities that are most critical to the customer experience.
The QM Pro solution includes call center quality assurance calibration capabilities, such as the ability to compare multiple evaluators and close variations between them, which guarantee that the scoring process is objective and equitable for agents.
In addition to call center quality assurance evaluators being calibrated for consistency, it is also important that agents are included in the process to gain buy-in and create positive reinforcement for remediation activities. We provide you with the ability to allow agents to score themselves and then be evaluated by their supervisors, as well as a dispute resolution process in the event that the agent feels that the supervisor evaluation was unfair. By gaining agreement on performance scoring, agents and supervisors can engage in positive dialogue about how to improve performance.
QM Pro helps agents to receive immediate feedback via a dashboard showing their scores and evaluations. The dashboard directs agents to the specific interactions that were evaluated, with notes and attachments for quicker resolution and implementation.
Because QM Pro is fully embedded in the Bright Pattern call center solution, there is no need for complex integrations in order to access interactions and data. All recordings, transcripts, and associated metadata are native to the solution. With one common user interface to set up, manage, and operate, you are able to maximize your time on improving the quality of the customer experience.
Bright Pattern brings together the most advanced contact center solution with the most popular CRM applications in the market. By combining your call center communications channels to your favorite CRM software solution, you will give call center agents the ability to communicate on the channel the customer prefers, identify and route interactions to the most appropriate person, and screen pop information about the account, such as open cases, order information, or support activities, directly to the agent’s screen. Turn your favorite CRM application into a communications platform and empower your agents with the most advanced cloud-based call center in the market.
BRIGHT PATTERN CALL CENTER SOFTWARE
The choice of enterprises of all sizes and across various industries