Inbound call center software is often the central point of contact for any business that offers customer service. An inbound call center is generally a call center that exclusively or predominantly handles interactions that are initiated by a customer. In some cases, inbound call centers may take the form of a help desk where calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two for blended call center applications.
Today’s inbound call center agents often communicate with customers through many communication channels, including voice, email, SMS, messengers, and chat.
Inbound call center agent performance is often measured according to call center metrics, including first call resolution (FCR), average handle time (AHT), time in queue, and more. Inbound call centers sometimes stipulate service goals that the center will work toward in a service-level agreement (SLA).
IMPROVE CUSTOMER LOYALTY VIA PERSONALIZATION
Customers expect personalization and the ability to choose their preferred form of interaction (e.g., chat, messaging, SMS, voice, etc.). The Bright Pattern inbound call center solution provides the flexibility to switch between communication channels—from voice calls and messaging apps like Facebook Messenger to SMS/MMS, video, and more—while retaining context for a personalized customer experience. Customers are easily identified, their interactions are personalized, and all interactions are presented in context across all channels and treated as a single conversation.
Bright Pattern also integrates with powerful artificial intelligence (AI) and bot solutions to give agents and customers enhanced automation to speed time to resolution and improve the customer experience.
INBOUND CONTACT CENTER SOFTWARE KEY FEATURES:
- Omnichannel cloud-based contact center
- Inbound call center
- Outbound call center
- Blended call center
- All digital channels (chat, email, SMS/MMS, messengers, video, etc.)
- Automatic call distribution (ACD)
- Computer telephony integration (CTI)
- Screen-pop functionality
- Intelligent call and digital routing
- Interactive Voice Response (IVR)
- Omnichannel quality management across all channels
- Click-to-call, click-to-chat capability
- Predictive, progressive, automatic, and preview dialing
- Rich administration and supervisor tools
- AI integration
- Call recording
- Screen recording
- Built-in knowledge base
- Omnichannel Agent Desktop
- Real-time quality monitoring
OMNICHANNEL INBOUND CALL CENTER
In order to get the most out of your inbound call center software, you need the most advanced omnichannel call center product in the marketplace. Bright Pattern enables a company to deliver actionable information and key data to the most relevant point in the conversation. No matter what channel you are communicating on with your customer, Bright Pattern will ensure a successful customer journey.
MULTICHANNEL VERSUS OMNICHANNEL CALL CENTER SOFTWARE
Both multichannel and omnichannel customer service and contact center solutions involve communicating through multiple channels. The key difference is the customer experience. The customer journey today often involves several channels and touch points, and customers expect their journey to be consistent and personal across all of them.
A multichannel call center software solution is siloed and creates friction in the customer journey. The Bright Pattern omnichannel customer experience platform is built on a single unified architecture that manages all channels natively while maintaining context. The result is a consistent, meaningful, and personal customer experience.
The Bright Pattern omnichannel contact center solution not only enables a seamless transition between channels, but it also allows customers to stay in contact with the same agent, saving them the trouble of having to be transferred to another line or repeating themselves to a different representative.
POWERFUL IVR FOR SELF-SERVICE
Our Interactive Voice Response (IVR) feature supports effective self-service, as it allows you to identify callers and to collect relevant data for precise routing, segmentation, and prioritization. Build sophisticated inbound voice applications that are powerful but easy to use for your callers.
UNIFIED AGENT DESKTOP
While swift and effective customer service is naturally the primary goal of any contact center, it’s imperative to make sure agents have the best tools possible for customer care. In fact, the technology available is one of the top influencers for agent performance and satisfaction.
Without motivated agents, it would be impossible to run an efficient call center. Therefore, getting this aspect of your business right will have positive impacts throughout the organization.
Bright Pattern offers a unified Agent Desktop that allows agents to access any interaction on any channel, be it a phone call, video chat, email, or bot-enabled messaging on a mobile app. Agents can see the entire conversation with full context, resulting in a more effective and personal customer experience.
Customers are happiest when they quickly reach the person who can solve their problem. Agents are only effective when they handle interactions that they are qualified for. Our inbound call center software helps you effectively route incoming interactions to the right person. Take advantage of our advanced skills-based routing capabilities to prioritize agents for certain call types, or to route calls to the appropriate queue. Build sophisticated strategies to reduce hold times, and ensure your callers talk to the right agent, sooner.
Additionally, agent turnover will be greatly reduced thanks to technology that is both powerful and easy to use. Agent turnover is, unfortunately, common in customer care positions—particularly contact centers—and research indicates the problem is increasing. This results in higher costs, lower productivity, and wasted time and money spent hiring and training new agents. A long-term investment in a system that improves call center agent morale will more than pay off in the long run.
INTELLIGENT OMNICHANNEL ROUTING
Another benefit to Bright Pattern’s call center solution is that it offers a powerful omnichannel routing engine with all channels unified—rather than the multichannel approach that lacks context and personalization.
Most contact center solutions still rely on multichannel siloed environments, or separate touch points, resulting in friction for the customer journey. Consider a situation where a customer speaking to an agent on one channel has to switch to a different agent, simply because the customer wants to interact on a different channel. These compartmentalized experiences create friction both ways, and today’s customers don’t view companies in silos.
Bright Pattern’s advanced omnichannel call center solution allows companies to deliver a rich and personal solution for contact centers that can be easily implemented. With all communication channels for agents and customers included natively, there are no integrations or disparate systems to get used to, and attention can be focused solely where it needs to be—on the customer. With the Bright Pattern omnichannel contact center solution’s intelligent omnichannel routing capability, customers are automatically directed to the correct resources for their needs, and they are connected to an agent with the appropriate skill level for the situation if further assistance is required.
Offering seamless and 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. Our drag-and-drop journey-building application, Scenario Builder, provides the tools to create the customer journey that best fits your business strategy.
Business rules are easy to create, modify, and maintain. For example, priority customers can be offered a top-tier chat for immediate assistance. Or, better yet, they could even be set to 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. Business leaders have full control over exactly how the Bright Pattern omnichannel contact center platform helps them achieve their goals
THIRD-PARTY APPLICATION INTEGRATION
Integration with the most popular CRM solutions is built-in and includes solutions like Microsoft Dynamics 365, Oracle Service Cloud, Salesforce, ServiceNow, and Zendesk.
The Bright Pattern omnichannel contact center platform has powerful customer analytics, reporting, and quality management capabilities across all channels in a single view.
Customer analytics are the backbone for providing an exceptional level of customer satisfaction. The more data analytics tools your business has at its disposal to help determine customer buying habits and needs, the better prepared you will be to provide an exceptional customer journey across all channels.
Analyzing customer data collected in a call center will help other areas of business by providing direct insights into the elements that need to be improved or optimized. Aligning with the customer journey can increase company loyalty in many ways, such as providing better support paths to fast resolution, helping agents contact priority customers with personalized offers, and targeting those who are most likely to buy.
Advanced analytic and quality management capabilities are a must for ensuring a well-run call center. In addition to real-time and historical business analytics, Bright Pattern is the first to offer omnichannel quality management across all communication channels, with recordings, transcription, speech analysis, and more.
The Bright Pattern inbound call center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey. As the name suggests, the omnichannel platform allows representatives to engage with customers across a wide variety of channels (e.g., voice, IVR, SMS, chat, messaging, etc.) and effortlessly switch between them, for greater personalization and higher levels of customer satisfaction.