AI-Powered Inbound Call Center Software

Omnichannel Contact Center Software

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.

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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.

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.

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.

Multichannel vs. 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.

Unified Agent Desktop

Our omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey.

Omnichannel Quality Management

Ensure consistently excellent customer experiences and optimize call center performance with AI-powered OmniQM.

CRM Integration

Track the customer journey with your business on any channel. Integrations with all CRM providers or your own system of records.

Inbound Call Center Integration Features

Omnichannel Agent Desktop

Connect all digital channels into one, easy-to-use desktop. Connect voice phone calls, video, live chat, mobile app, social media, and text message interactions all into one seamless experience.

Suitable for Any Business

Bright Pattern’s solution can power any contact center and has the scalability to match businesses of all sizes. Gain access to full call center functionality.

Built-In Quality Management

Implement QA on any customer interaction with AI and automation. Track agent performance through KPIs and metrics, and deliver comprehensive data to supervisors and admin.

High Reliability

Being based on the cloud means high reliability and uptime. Experience no downtime no matter what. Bright Pattern’s 24/7 support ensures business continuity. Deliver great customer experiences 24/7 with greater reliability.

AI-Powered

Bright Pattern’s contact center solution is AI-powered, powered by best-of-breed AI from companies like Microsoft, IBM, and Google.

Workflow Management

Manage the flow of inbound calls, outbound calls, and interactions with intelligent call routing and queue management. Implement workforce management integrations for better customer service.

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Robust Analytics

The Bright Pattern omnichannel contact center platform has powerful customer analytics, reporting, and quality management capabilities across all channels in a single view. Bright Pattern’s software allows inbound call center services to monitor 100% of interactions on all channels, ensuring exceptional customer service on all inbound services. Track important metrics and critical KPIs through an easy-to-use dashboard, and deliver exceptional customer experiences.

Customer analytics

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.

Direct insights

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.

Quality management

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.

Powerful Integrations

Microsoft
Zoho
Salesforce
Zendesk
Pipkins
NICE
Aspect
Oracle
Monet

Additional Bright Pattern Features

Cloud-Based Call Center Software

“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

Bright Pattern inbound call center solution is the perfect platform for an inbound call center service. Bright Pattern can power inbound call centers of any size and handle large amounts of incoming calls seamlessly. Bright Pattern’s call center software has powerful, advanced features to assist inbound centers, such as self-service menus to help lower queue times, advanced ACD capabilities to help queue times and direct calls to the right agent, and an easy-to-use agent dashboard on the agent’s screen to help them deliver great customer service.

Bright Pattern’s contact center software is omnichannel capable, meaning interactions and any inquiry can be routed to different channels. A phone call, for example, or an interaction that started through social media can be switched to a messenger interaction, ensuring that the customer has a smooth experience from start to finish. This kind of omnichannel routing ensures a quick resolution to customer issues, and seamless inbound interactions

Furthermore, all interactions can be saved with a CRM integration feature, meaning supervisors can review call recordings of incoming calls for later agent training and review and supervisors can ensure their inbound call center service is going well in real-time through the customizable dashboard.

Bright Pattern’s call center services are a great option for any industry, whether you run a business process outsourcing (BPO) business, a large enterprise with a big call center, or a small business. Bright Pattern’s software is based on the cloud, which means it can be adapted to businesses of any size. With a cloud-based call center solution, your business or contact center can scale to any number of agents. Utilize advanced call center technology to adapt to any number of inbound callers, while maintaining an affordable inbound call center service due to the reduction of maintenance costs as well as the removal of software and hardware maintenance costs.

Bright Pattern’s inbound call center software offers comprehensive CRM integration as well, meaning crucial information like phone numbers, interaction history, call recordings, negative and positive attitudes during interactions, and other information is available for agents to access. 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’s call center software also allows supervisors to monitor interactions in the inbound call center. Supervisors can get access to dashboards for unified reporting, and access interaction information like call recordings, customer sentiment, and more for agent training.

OmniQM is Bright Pattern’s omnichannel quality management system that helps your supervisors monitor 100% of interactions on all channels in the contact center. 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 center 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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