Inbound Call Center Software

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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.

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.

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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.

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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.

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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.

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Omnichannel Quality Management

Ensure consistently excellent customer experiences and optimize call center 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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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.

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

Additional Bright Pattern Features

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

Inbound 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 is a leading provider of AI-powered omnichannel contact center software. Our contact center software is cloud-based and gives you access to powerful contact center technology for a reasonable, pay-per-use price. Bright Pattern’s software is loaded with features like best-of-breed AI, comprehensive omnichannel quality assurance, unified agent desktop, and CRM integration.

Bright Pattern has the highest ROI in the industry and the fastest time to deploy at half the time of the industry average. Our software guarantees fast ROI on your investment through powerful AI, advanced functionality, and omnichannel capabilities.

Adaptable for any industry, Bright Pattern can streamline and boost your CX operations, and deliver exceptional customer experiences on a global scale.
Omnichannel provides the ability to switch between channels effortlessly while the context of the conversation is maintained. Conversations that start as voice calls can be seamlessly switched to other channels like text messaging, messaging apps, video calls, and more, all while maintaining the context of the conversation at the agent’s fingertips. Omnichannel provides flexibility to both the agent and customer, and removes any silos in the customer journey that could lead to a disjointed experience.
Bright Pattern’s AI-powered contact center software provides tools like self-service, conversational IVRs, intelligent routing, and call flow management. These tools help streamline inbound interactions and get customers to the right resource in an efficient manner. Bright Pattern can help you reduce queue times, boost customer satisfaction, and provide an omnichannel experience.

With omnichannel technology, inbound interactions can come through on any channel and be transferred to any other channel easily. Interactions that begin with an inbound phone call can be transferred to channels like text messaging and video chat, with the full context of the conversation still accessible by the agent.
Yes! Bright Pattern is fully compliant with all major laws and regulations. Bright Pattern is fully HIPAA, TCPA, GDPR, SOC2, and PCI compliant. Read more on our compliance page.
Bright Pattern’s contact center software is flexible, dynamic, and cloud-based. Bright Pattern’s contact center solution can be tailored to any industry and any situation. Whether you are trying to improve the customer experience, add new digital channels, notify customers, improve customer service, or increase sales, Bright Pattern can help. Request a demo and see how we can tailor Bright Pattern’s to meet your most pressing business issues.

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