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Omnichannel Contact Centre – Any Digital Channel on Bright Pattern

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Connecting with Any Customer On Any Channel with Bright Pattern

Bright Pattern is an omnichannel contact centre platform that connects your business with customers on any digital channel. Bright Pattern’s platform is much more advanced than other solutions out there because it offers true omnichannel. This lets your agents communicate with any customer on a single agent desktop. 

Eliminate the need for different screens and different browsers by streamlining the entire communication process onto one browser. Adopting Bright Pattern’s platform will skyrocket your customer satisfaction scores, save your business a ton of labor and money, and destroy all existing barriers or friction in your CX experience. 

What is an Omnichannel Contact Centre?

An omnichannel contact centre software is software that lets you communicate with customers on any communication channel. Provide a seamless customer experience on any channel and allow interactions to be switched onto any other communication channel. Your business can support any digital channel, like voice, email, web chat, chatbot, SMS, text messaging, video chat, social media communication, messenger apps, and more. Omnichannel contact centres give you the power to support all these channels and switch between them freely.

Omnichannel is the best option for your customer service operations in a CX landscape that has moved far beyond voice-only customer service. 

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Why an Omnichannel Solution?

Omnichannel software allows your call centre to utilize multiple digital channels to improve customer satisfaction, and allows customers to utilize the channels of their choice to connect with your business. An omnichannel call centre provides many benefits including:

  • Improved Customer Experience 
  • More Personalization in the Customer Experience 
  • More Future-Proof Customer Experience
  • Easier for Agents to Follow the Customer Journey 
  • More Touchpoints for Agents to Connect With Customers On
  • More Context During an Entire Customer Journey 
  • Easier Ability to Perform Quality Management Depending on Platform 
  • Ability to Easily Add New Digital Channels
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What Channels Can an Omnichannel Contact Centre Software Support?

An omnichannel call centre software supports all channels, including both traditional channels and digital channels. Bright Pattern, however, supports more channels than other vendors. Bright Pattern supports established channels like: 

  • Voice and Phone Calls
  • Email
  • Web Chat
  • SMS and Text Messaging

Bright Pattern also supports channels that are on the cutting-edge of innovative customer communication, including:

  • Video Calling
  • Mobile App Communication 
  • Live Chats
  • Messenger Apps 
  • Social Media
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Artificial Intelligence

Best of breed AI to help your agents and customers
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Bots

Brighter bots to help your customers with seamless handoff to agents
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VIDEO CHAT

Video chat for personalized customer service
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Email

Fast and easy email communication
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SMS

Asynchronous chat to connect with your customers on the go
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Messengers

Communicate on messengers … WhatsApp, Facebook Messenger, LINE, Viber and more
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Chat

Enrich customer experience with web chat
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Voice

Inbound Calls, Outbound Campaigns, IVR, and Callback
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In-App

Power your mobile app experience with embedded chat, video chat, messaging, and document and picture sharing
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Multichannel Contact Centre vs. Omnichannel Contact Centres

Multichannel differs greatly from omnichannel by how smooth the journey is for the customer. Customers don’t want a tough time getting the support they need, and a multichannel setup only sets up roadblocks that make it hard for them to solve their issues. 

It is true, a multichannel contact centre supports the same digital channels as an omnichannel contact centre. But a multichannel contact centre does it worse, forcing friction and disorder onto the customer experience. A multichannel contact centre does not support seamless channel switching. If a customer wants to interact on another channel, they need to disconnect the current interaction and reopen the interaction on another one. They also get disconnected from the agent that is currently working on their issue and have to go to a completely new agent. This further complicates the experience since the customer has to repeat the issue from the beginning. 

Multichannel offering covers some of the same service channels that an omnichannel, ranging from traditional to digital channels. But a multichannel contact centre doesn’t allow for the conversation to switch between the channels smoothly. Customers that want to interact on another channel need to disconnect from the current interactions and reopen the interaction on another one, often having to go through a different live agent than the previous one. This means customers have to repeat themselves, leading to a disjointed customer experience. A multichannel offering is oftentimes also consisted of separate, bolted-on systems that are disjointed from one another, 

An omnichannel approach eliminates friction in a customer journey by allowing customers to seamlessly switch between channels while the context of the conversation is saved and followed by the agent. Your business can communicate with customers on their preferred channel, helping you meet customers preferences more consistently. For example, a customer interaction can start on a web chat on the website. This inbound interaction can then be switched to another one of the customer’s preferred channels. Customer service agents can switch the web chat conversation into a text message conversation, allowing the customer to begin texting the agent while the customer history of the conversation is still at the agent’s fingertips. 

Benefits of Omnichannel Customer Experience

Providing an omnichannel experience is one of the best ways to boost customer satisfaction and exceed customer expectations. Providing omnichannel customer service provides a wide number of benefits for your business. Here are some of the benefits of implementing omnichannel communications and delivering omnichannel experiences to customers: 

  • Delivering omnichannel experiences means that customers get a personalized experience that allows for quick and efficient channel switching. 
  • Grow your business to adapt to new channels that enter the digital CX space, including messenger apps, web chat, and more. 
  • Improve customer satisfaction by meeting them on the channels they want to utilize to connect with your business.
  • Improving workforce management through specialization of agents and improving the way agents can follow the customer’s journey with your contact centre

Advanced Omnichannel Routing in Your Cloud Contact Centre

Advanced interaction and call routing is a necessity in omnichannel contact centres. Implementing advanced routing allows businesses to streamline the way customers communicate with the contact centre. It can also create a consistent experience when customers are being routed to different channels within the same customer journey. Your contact centre providers need in their platform advanced ACD algorithms to help drive conversations to the right resource. Effectively directing the customer to the right resource quickly and effectively across any channel is great for delivering great CX and keeping customers happy.

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Quality Management in an Omnichannel Cloud Contact Centre

Quality management in a contact centre can often be difficult for many businesses, especially those that support a number of different channels and allows customers to connect on a wide range of digital channels. Traditionally, many businesses utilize sampling, which means that supervisors only review a small portion of conversations, usually on one channel, for quality management. This leaves a lot of gaps in knowledge, leaving a lot of the interactions in the contact centre unreviewed and missing areas of improvement. With omnichannel quality management in contact centre solutions, businesses are able to monitor 100% of all interactions on all channels in real-time, giving supervisors in the contact centre a birds-eye view of how their operations are doing. With Bright Pattern’s Omni QM platform, supervisors can view the metrics and KPIs of their contact centre, and get a comprehensive view of CX operations by being able to monitor 100% of all interactions on all channels. This allows them to optimize the customer journey, improve customer engagement, and improve customer retention by identifying areas of improvement. 

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Real-Time Interaction Intervention

One of the special features of having an omnichannel quality management platform with built-in AI and sentiment detection is real-time analytics. This, in turn, means that through sentiment and text analysis, negative interactions can be detected in real-time by the AI. These negative interactions that are detected in the moment can then be routed to a retention specialist, who can salvage the interaction. The recording of the interaction and customer information is then sent to a supervisor, who can review them and retrain the agent accurately. 

Use cases like this highlight the possibility with an omnichannel quality management platform, as on Omni QM with AI integrations, supervisors can prevent any bad interaction from being unseen and can gain a comprehensive real-time view of the contact centre. 

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Time to Go Live

Bright Pattern
1.4 Months
CCaaS Average
2.77 Months
NICE InContact
2.59 Months
Genesys PureCloud
3.75 Months

Quality Management on Every Channel with Omni QM

Omni QM is Bright Pattern’s system of quality management that is fully omnichannel and allows supervisors to review 100% of all interactions on all channels. Omni QM is possible because Bright Pattern is fully omnichannel and built to be omnichannel from day one. Bright Pattern’s Omni QM technology allows a call centre team to proactively monitor customer interactions in the contact centre on all channels. Allow your team to monitor 100% of all interactions on all channels through powerful best-of-breed AI integrations and advanced analytics with a unified reporting dashboard. Bright Pattern makes it easy for your team to monitor channels like voice, email, video, live chat, SMS, messengers, and more to ensure that your teams are delivering the best service possible. 

Customizable for Any Customer Journey

With the right platform, the online customer journey can be customized to specifically tailor specific use cases. For example, with the Bright Pattern omnichannel contact centre software, your supervisors and administrators can customize the customer journey map and tailor it to serve specific customer service experiences, allowing your business to see greater customer success. This is done through Bright Pattern’s drag-and-drop Scenario Builder, which adds functionality in how your call centre customizes the customer’s journey. The Scenario Builder provides plug-and-play APIs that help integrate your business phone system or business communications within Bright Pattern’s omnichannel platform. This adds functionality and advanced technology to your CX experience. Help direct customers to customer support in a streamlined, efficient manner, and breakdown silos in communication that may exist in a traditional multichannel solution.

“Bright Pattern's Omni-Enterprise capability within its larger platform is now bringing voice and digital communication to any employee via mobile devices to improve CX... Simple platform with fast setup times - half the industry average.”

- Frost & Sullivan

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Tips to Transition Your Contact Centres to an Omnichannel Contact Centre Solution

Going from a multichannel contact centre platform to an omnichannel CX platform can be easy and painless. There are some best practices for omnichannel contact centres that you should follow to ensure that the transition to an omnichannel solution is an easy and seamless experience for your business, agents, and customers. Here are the tips and best practices to best implement your omnichannel strategy. 

  1. Understand the Customer Journey 
    Understanding the customer journey in your contact centre is the first step to implementing omnichannel effectively in your contact centre. Every business and every industry has different needs out of their contact centre, and the customer needs for different industries vary. Because of this, one of the best ways to start implementing omnichannel is figuring out what channels customers use the most. Journey mapping is critical to ensure that all customer touchpoints that are the most critical are being met.This ensures that your contact centre provides the right personalized experience that your customers are looking for, and that your contact centre is tailored to support these customers on their preferred channels. Once the most important communication channels are established and working well, adding more channels on top should be easy and seamless depending on the platform. This will ensure that the workflows that are built for your business are important and tailored to your use case. 
  2. Identify the Top Channels 
    Implementing omnichannel and making the transition seamless starts with the top channels that your contact centre supports. Channels like email, web chat, messenger apps, voice, and more are all utilized by customers, but figuring out the top channels is critical in implementing omnichannel and transitioning smoothly. Start with the top 3 channels that your contact centre utilizes, and slowly add more channels over time as other channels become very established as part of the customer experience.
  3. Implement a Cloud-Based Solution 
    Another aspect of implementing omnichannel centres for CX is ensuring that the platform is hosted on the cloud rather than on-premise. In the modern digital age of communication, channels are rapidly evolving, with the emergence and increase in popularity of channels like messenger apps and social media. By hosting your platform on the cloud, your business can easily add new channels to the contact centre, improving omnichannel customer service and keeping up with the changing customer needs. 
  4. Have an Effective Quality Management System in Place 
    Having an effective quality management system in place is necessary when implementing new channels as part of an omnichannel platform. This starts out by having a system in place to score agents and retrain them. It then moves on to implementing the right platform that can help your contact centre detect negative interactions, and having the tools to find them. Finally, figuring out what metrics your industry or use case most heavily relies on for better CX is critical in implementing effective quality management in your contact centre. 
  5. Effective, Comprehensive Agent Training 
    Adding new channels and implementing an omnichannel cloud contact centre means that agents need to be trained on how to best deliver customer service. Omnichannel call centres support a wide range of traditional and digital channels, and providing an omnichannel experience can be a daunting task for agents. With the right training in your omnichannel cloud contact centres, call centre agents can better deliver a personalized experience for the customer, while improving your call centre’s employee experiences as well. 

Providing Seamless Cross-Channel Experiences

Part of the beauty in an omnichannel platform is being able to provide a seamless cross-channel experience. Allow customers to switch between any different number of channels effortlessly while the agent follows along with the full context of the conversation at their fingertips. 

Providing a cross-channel experience makes for a great and modern customer journey that’s very high-tech, advanced, and personalized. By allowing customers to utilize any channel they want and switch between channels, customers are able to have more flexibility in how they communicate with your business, and your business is able to reach a larger audience. Providing a cross-channel experience also breaks down the silos between channels, removing any disjointed feelings the customer may have during their journey through multiple channels. 

Integrating AI Into Your Call Centre

Integrating artificial intelligence into your contact centre is a great way to boost productivity of agents while improving CX. Integrating AI gives the opportunity for call centres to utilize self-service options, like interactive voice response. With the power of natural language processing, or NLP, conversational AI can be used to help guide the customer through self-service IVR menus. Through effective IVR systems, your customers can be directed to knowledge bases that can help them resolve their own issues. When that option is exhausted, customers can be easily directed to live agents that will help them on their issues, no matter what channel they connect on.






Integrating Call Centre Tools Into Your Contact Centre

While having an omnichannel platform that supports all channels in a seamless customer journey is important, it’s also important to be able to easily integrate other call centre tools into your contact centre platform. This means integrating things like workforce management tools, customer record management systems, AI, Microsoft products like Microsoft Teams, and more. This means finding a platform with open APIs that allow you to easily integrate the tools you need to run a seamless, effective contact centre operation. Bright Pattern provides open APIs that can help your call centre integrate many different tools and advanced technology into the platform, including open APIs for various different record management systems, Microsoft Teams, workforce management solutions, best-of-breed AI, and more. Bright Pattern’s open API can also be integrated into your preferred record management system, allowing Bright Pattern to be a complement to your existing solutions easily.

Bright Pattern’s Comprehensive CRM Integrations

Bright Pattern allows businesses to integrate any third-party CRM, including Salesforce, Zendesk, Microsoft Dynamics 365, and Oracle ServiceCloud. Bright Pattern can even integrate a natively-built record management system, adding omnichannel cloud communication software to your existing CRM. Bright Pattern utilizes open APIs to integrate with many CRMs and can be custom tailored to integrate with your existing CRM, making accessing a database easy and effective. This means that customer information can be delivered right to the agent’s fingertips for a better customer experience.









Using a CRM in an Omnichannel Call Centre

Having a CRM integration in your omnichannel CX software is critical for providing seamless customer experiences while allowing the customer service agent to keep up with the customer journey. Keeping up with multiple channels in an omnichannel system means needing an advanced record management system that can keep track of the customer journey. 

With the right platform, integrating a comprehensive CRM is critical as it improves agent productivity and allows agents to improve customer service by keeping up with the conversation. A CRM integration delivers customer data to the fingertips of the agents, allowing them to keep up with the customer no matter which communication channel they are on. On Bright Patterns platform, for example, customer data can be popped up for the agent at the moment customers engage with the call centre, allowing live agents to catch up on the context of the conversation. 

Why Customer Journey Mapping is Important

Mapping the customer journey is important for an omnichannel contact centre because from doing that, you can get an idea of the most popular channels that your customers utilize as well as the typical journey of customers and the channels that they switch between. By mapping the customer journey and figuring out which channels are the most popular, your business can create specially-tailored customer journeys that are best suited to be the most efficient and effective in handling the customer’s issue. This, in turn, makes the contact centre more efficient, helps empower agents, and moves the customer through the customer journey more seamlessly. 

Customized Channel Flows for Common Customer Interactions

Customizing the way the customer journey goes, from how channels are switched to the different options for switching from one channel to the next creates a personalized, yet efficient workflow that can help you not only deliver a better experience, but also get them through the customer journey more efficiently. Tailoring the experience to specific workflows makes contact centre operations more streamlined and efficient, as agents can be trained thoroughly on the customer journey and know how to handle the interaction. It also leads to more efficient routing and use of queues, making contact centre operations more effective and creating a more frictionless customer journey.

Bright Pattern features a robust Scenario Builder that tailors the customer journey to match any use case, and allows supervisors and administrators to develop workflows that perfectly match the customer journey and make it as efficient and smooth as possible for both the customer and the agent. 

Improving Inbound Interactions With Self-Service

Inbound interactions are the main focal point of customer service for many businesses. As a result, many businesses receive a ton of inbound interactions on all different types of channels. To help make the contact centre more efficient while giving the customer more options, self-service can be implemented as part of the customer journey. This self-service, however, needs to be a part of the customer journey and needs to have many options for customers to seek other forms of assistance with the interaction. Depending on the technology in the platform, your business can be capable of providing personalized, effective self-service. 

With Bright Pattern, for example, your contact centre can integrate AI and speech recognition to implement a powerful conversational IVR. Instead of needing to utilize a number pad on their phone, customers can utilize the power of their natural speech to navigate the menu, leading to a more personalized experience while being able to help the customer faster. Rather than having the customer wait for their options and enter the corresponding number, they can now use their natural voice to faster navigate the menu and get the assistance they need.

Providing Personalized Inbound Interactions Through Any Channel

For a modern omnichannel contact centre, accepting inbound interactions through any channel is critical. This means channels like voice, email, text messaging, messenger apps, and more are required to be part of the contact centre. However, inbound interactions should also be personalized to provide the best possible customer experience. Personalizing inbound interactions is done through integrating self-service, integrating CRMs and record management systems, training agents, and supporting the channels that customers want to use. A customer should be able to switch between the channels seamlessly, personalizing the CX journey.

Unified Agent Desktop

Our omnichannel contact centre 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 centre 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 Omnichannel Features

Add New Channels Easily

Add new digital channels to your omnichannel experience easily with cloud-based omnichannel capabilities and upgrade your customer service strategy.

No Downtime

Based on the cloud and powered by an Active-Active architecture, Bright Pattern’s contact centre solution will never have downtime.

Speech and Text Analysis

Utilize powerful speech analytics and text analysis to rate sentiment of a customer or provide agent assist during an interaction.

Gain Insight

Utilize KPIs and analytics within our contact centre software to gain insight into your contact centre’s operations and customer behavior for better call centre quality assurance.

Empower Agents

Boost contact centre agents and contact centre managers performance with advanced features like Unified Agent Desktop and different channels of communication.

Looking Beyond the Contact Centre - Omni-Enterprise CXTM

Implementing omnichannel in the contact centre is great for a personalized, seamless customer journey. However, implementing omnichannel beyond the contact centre is now possible. Extending the omnichannel experience beyond the contact centre and into other departments within the company is now a possibility with Bright Pattern Mobile App. 

Bright Pattern Mobile App puts the power of Bright Pattern’s agent desktop into the smartphones of employees and contact centre agents. It is supported on both iOS and Android. With a simple download and login, Bright Pattern Mobile App allows agents and employees to connect with customers through their own smartphone. It supports both voice and text messaging. Notes can be taken within the mobile app during interactions, which are synced with Bright Pattern’s database so that it can be accessed later on any device, whether it is a desktop computer or Bright Pattern Mobile App once again. 

Bright Pattern Mobile App extends omnichannel capabilities outside the contact centre by giving employees all throughout the company access to powerful call centre technology. This means employees in retail stores, in more specialized departments, or in-field employees can all participate in the customer journey. Call centre agents can utilize the Mobile App to communicate with employees in other departments of the company and bring these knowledge experts into the conversation. Furthermore, employees can utilize the Mobile App to directly contact their clients, customers, and callers. This means that specialized knowledge workers can participate in the CX journey, breaking down organizational silos within the company and extending omnichannel capabilities to the whole company. 

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Powerful Integrations

Microsoft
Zoho
Salesforce
Zendesk
Pipkins
NICE
Aspect
Oracle
Monet

Additional Bright Pattern Features

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

“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

Omnichannel service, omnichannel solution, and omnichannel call centre are common terms in the contact centre industry, especially among contact centre leaders. But what is true omnichannel, and what should a ture omnichannel cloud contact centre be capable of?

Omnichannel cloud contact centres should be capable of utilizing a number of channels and touchpoints to provide CX over, including digital communication like chatbot, webchat, mobile apps, social media platforms, and messengers like Facebook Messenger and WhatsApp alongside traditional channels like voice interaction, email, and texting. The key difference between omnichannel and multichannel is the ability to switch between channels while keeping the customer’s perspective intact. With true omnichannel, your omnichannel call centre can provide remarkable customer experiences on a lot more channels than traditional call centre solutions. For example, a customer that connects through a channel of their preference, such as a voice interaction. When their channel of preference changes, this conversation can be switched to social media platforms, messengers, webchat, and many more. The live agent is able to follow the entire customer service interaction from a single interface, allowing them to closely follow customer needs. Customer service agents and live agents will have an easier time with customer engagement through omnichannel service, allowing them to deliver CX effectively, keep up with customers on all touchpoints, and provide a great experience.

Omnichannel communication is the next level from multichannel communication, and many contact centre leaders are looking for an effective solution to prevent silos and unify all service channels in their omnichannel cloud contact centre.

The omnichannel cloud contact centre is the future of CX and customer engagement. With omnichannel, your call centre can reduce pain points in the customer journey, increase the number of satisfied customers, increase customer engagement, deliver remarkable customer experiences, and improve employee productivity effortless channel switching.

Live agents, with omnichannel service, are much more powerful than live agents relying on multichannel communications. Omnichannel communication is the next level from multichannel communication, and many contact centre leaders are looking at it as an effective solution to unify service channels in their omnichannel cloud contact centre. In an omnichannel call centre, all customer service channels are usable and the conversation can be switched among any channel. A conversation with a chatbot or a conversation in a chat with a live agent can be transferred to a messaging app like WhatsApp, which can then be switched to a social media interaction. Conversations can be switched depending on what customers or agents prefer.

With Bright Pattern’s omnichannel retail software and omnichannel contact centre software, your business can utilize the power of our cloud to connect with customers on any sales channel. With the cloud, you can reduce operational costs while improving functionality by customizing the platform with your desired APIs and scenarios, with CRM integrations like Salesforce and Microsoft Dynamics. With Bright Pattern’s omnichannel retail software, the customer service function within your business can shine.

Bright Pattern is suitable for any business as well, whether your business is based in ecommerce and online purchases, or relies on brick and mortar stores to sell a great product to shoppers. Bright Pattern’s omnichannel retail software provides communication and sales channels to help connect the best agents with shoppers, allowing your customers to get access to your great product.

Bright Pattern’s omnichannel retail software provides many features to help your customer service function, and help your agents quickly solve complex issues while building customer trust.

OmniQM is Bright Pattern’s omnichannel quality management system that helps your supervisors monitor 100% of interactions on all channels in the contact centre. OmniQM can function on all digital and traditional channels, with a reporting dashboard that can be set with specific preferences and metrics for reporting. OmniQM utilizes automation to monitor all channels, and preferences can be set as well for when a supervisor should be alerted of a low scoring interaction. If a low scoring interaction is detected, that interaction can be routed to a retention specialist while the full interaction is saved for review.

OmniQM can also help improve workforce management by allowing supervisors to determine where the contact centre can improve. By pinpointing specific key issues, supervisors can improve KPIs and metrics like customer satisfaction, average handling time, first contact resolution, and more.

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