Bright Pattern’s customer service software and conversational platforms are omnichannel, meaning that agents and customers can have conversations on any channel, and switch the conversation between multiple channels. Bright Pattern’s omnichannel environments includes digital channels like chatbot, SMS, SMS messages, and messenger apps, as well as traditional channels like voice and email.
Bright Pattern’s omnichannel capabilities and software are both inbound and outbound. For inbound interactions, callers can be routed to the right person, especially to an agent in an important role who is suited to help that specific issue. This interaction can take place on any channel and interactions can be transferred to specific departments over any channel. With the addition of an IVR system powered by natural language, analytics, and advanced algorithms, running an inbound call center can be an efficient, frictionless part of your business’s CX strategy. This reduces hold times, helps control call volumes, and increases ROI for your business.
For outbound interactions, Bright Pattern’s contact center solution and software utilizes an automated phone system and predictive dialers that can quickly dial and skip automated responses. Bright Pattern’s call center solution allows customers to callback as well on any channel, increasing satisfaction and leading to a positive customer experience. Bright Pattern’s outbound dialing capabilities can be utilized as part of your CX strategy, and power your outbound CX strategy to be efficient, yet personalized.