Conversational Interactive Voice Response IVR

Bright Pattern is the perfect digital cloud platform for a contact center that wants to implement the best conversational IVRs with machine learning. Bright Pattern’s IVR beats legacy IVR systems by using intelligent, best-of-breed AI that is capable of understanding customer dialog, dialogues, or query. With text-to-speech, or TTS, capabilities, Bright Pattern powers self-service with voice interactions, something that legacy IVR systems and legacy systems can not do.

Bright Pattern’s self-service options allow for the automation of routine tasks like answering simple questions, checking account balance, making announcements, appointment setting, and other new use cases. Automation helps support agents handle high call volume and handle long queues while meeting and exceeding customers’ expectations for self-service. With an intelligent conversational IVR, agent productivity is improved and the journey for the caller can carry on effortlessly without the need to queue for the next appropriate agent.

Besides the best conversational IVRs, Bright Pattern also supports integrations with any CRM, both third parties and native record management systems. This means caller information can be taken from the caller, and personal information of the customer can be utilized by call center agents when human interaction finally begins. Finally, with the CRM integration, callers can be identified after their first time connecting with the contact center. For example, the next time the caller calls into the contact center, the interactive voice response system can ask for the customer’s account number. This can help the IVR application identify the caller in the CRM, leading to better self-service and a smoother customer journey. Accurately determine a caller’s intent, even before connection with a live agent.

Bright Pattern’s sophisticated IVR technology, IVR phone system, and tool can be customized with specific workflows to match any use case and query that is requested of it. A specific process or IVR script can be set in the inbound IVR system or automated phone system so that a customer’s query is sent to the right person and right place for the fastest possible resolution. Customize menu options and IVR prompts to best support your customers, and make it so that your IVR call center mimics human assistants.

For example, Bright Pattern’s IVR software can start with a greeting of the customer as part of its scripts. After the greeting of the customer, the customer can pick from a wide variety of menu options that are determined by the preferences set by a customer service agent within the IVR application. After picking the right option for the query of the person, the conversational IVR will understand the request of the user, and determine what the best course of action is to resolve the person’s request. The IVR can then perform routing of the conversion to other channels. For complex requests, the IVR can connect the customer to a live agent. The interaction will be distributed to the right agent through the automatic call distributor, or ACD system, that Bright Pattern utilizes.

Bright Pattern’s cloud call center software is perfect for inbound call centers. Bright Pattern utilizes an interactive voice response system with natural language, or natural language IVR, to process customer speech, leading to a more conversational approach in the menus. This makes the IVR feature of Bright Pattern one of the digital touchpoints your call center can use that is very personalized. Incoming callers going through the IVR menu get a personalized experience, much like being helped by a conversational assistant. This can help reduce call abandonment and help CX teams reduce queue times.

Aside from the IVR system, Bright Pattern also utilizes omnichannel communications within the cloud contact center solution to reduce friction in the customer journey by allowing customers to choose any channel of their choice to communicate with your contact center agents.

Bright Pattern also utilizes other features, such as comprehensive CRM integrations, omnichannel quality management, and more to make the customer and agent experience exceptional while boosting key metrics for your call center.

Omni QM is Bright Pattern’s quality management system that enables admins and call centers to monitor call center performance through a variety of key performance indicators, like uptime, first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT). Monitor 100% of interactions on all channels with Bright Pattern’s omnichannel platform. Ensure that the customer experience is exceptional on all channels, and all incoming calls or incoming messages are positive experiences for the customer.

Omni QM makes it easy for your call center admins to monitor the entire contact center from one unified dashboard. Omni QM also allows supervisors and admins to perform real-time intervention on any channel. For example, if a negative interaction is detected on any form of telecommunications or any channel of communication, admins can redirect the call to a retention specialist. The scripts of the conversation are saved for review and agent retraining. With Omni QM, make every experience, including the IVR experience, a great one.

Bright Pattern’s conversational platforms are omnichannel, meaning that agents and customers can have conversations on any channel, and switch the conversation between multiple channels. This includes digital channels like chatbot, SMS, and messenger apps, as well as traditional channels like voice and email. 

Bright Pattern’s omnichannel capabilities 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 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.