클라우드, 프라이빗 클라우드 및 온프레미스에서 동일한 소프트웨어를 사용할 수 있는 Bright Pattern AI 기반 컨택 센터 솔루션

Bright Pattern 의 온프레미스 및 프라이빗 클라우드 컨택 센터 솔루션

Bright Pattern’s On-Premise Contact Center Solutions

On-Premise Contact Center Solutions + Private Cloud Contact Center Solutions

Bright Pattern의 CCaaS 제품 외에도 Bright Pattern은 온프레미스 및 프라이빗 클라우드에서도 동일한 소프트웨어를 제공합니다. 온프레미스 및 프라이빗 클라우드 솔루션은 옴니채널 커뮤니케이션, AI 기반 품질 관리, AI 기반 상호 작용 분석, 포괄적인 CRM 통합 등 Bright Pattern의 클라우드 기반 솔루션과 똑같은 강력한 기능을 제공합니다. 퍼블릭 클라우드, 프라이빗 클라우드, 온프레미스 중 어떤 것을 선택하든 항상 가장 최신의 소프트웨어가 제공되므로 컨택 센터는 최신 고객 경험 기대치에 맞춰 최신 기능에 즉시 액세스할 수 있습니다.

Bright Pattern Offers the Same Software on-Premise as on the cloud

온프레미스에서 클라우드와 동일한 소프트웨어를 제공하는 Bright Pattern

클라우드 플랫폼이 업그레이드되면 온프레미스 플랫폼도 업그레이드됩니다. 온프레미스 솔루션은 클라우드 솔루션의 모든 기능을 갖추고 있으며, 주요 클라우드 제품만큼의 성능과 풍부한 기능을 갖추도록 지속적으로 업그레이드됩니다. Bright Pattern AI 제품군 및 WFM과 같은 추가 모듈을 포함하여 Bright Pattern의 최신 개발 및 기능에 즉시 액세스할 수 있습니다.

온프레미스 소프트웨어는 클라우드 소프트웨어와 완전히 동일하기 때문에 필요한 경우 Bright Pattern 컨택 센터 플랫폼을 클라우드로 빠르고 쉽게 이동할 수 있습니다. 상담원 재교육이 필요하지 않고 모든 데이터를 전송할 수 있으며, 온프레미스에서 클라우드로의 전환은 비즈니스 중단 없이 이루어질 수 있습니다.

Bright Pattern기반 온프레미스 컨택 센터 현대화

Bright Pattern의 소프트웨어는 완전한 옴니채널이며 AI로 구동되는 현대적이고 혁신적인 컨택 센터 플랫폼입니다. 다른 많은 온프레미스 솔루션이 현대화되지 않고 업데이트되지 않는 반면, Bright Pattern의 온프레미스 콜센터 솔루션은 업계에서 가장 진보된 솔루션이며 새로운 기능으로 지속적으로 업데이트됩니다. Bright Pattern은 음성, 이메일, SMS, 문자 메시지, 메신저 앱, 영상 채팅, 모바일 앱, 소셜 미디어 등 모든 디지털 및 기존 채널을 지원합니다. 대화형 IVR, 품질 관리, 자동 채점, 고객 의도 분석, 상호 작용 분석 등과 같은 새롭고 고급스러운 AI 고유 기능을 제공합니다.

On-Premise Contact Center With Bright Pattern

온프레미스 콜센터 소프트웨어를 위한 AI 기반 주요 기능

Bright Paattern은 AI를 활용하여 Bright Pattern AI 제품군의 주요 기능을 강화합니다. 이러한 AI 기능은 다음과 같은 기능을 지원합니다:

셀프 서비스

자연어 처리 및 대규모 언어 모델을 통해 컨택 센터는 챗봇과 대화형 IVR을 만들 수 있습니다.

품질 관리

모든 상호작용을 분석할 수 있으며, 부정적인 것으로 감지된 상호작용은 수퍼바이저가 분석할 수 있도록 선별하여 어떤 상호작용도 체크되지 않은 채로 남겨둘 수 있습니다.

상호 작용 분석

모든 채널의 상호작용을 분석하세요.

실시간 상담원 지원

Bright Pattern은 텔레프롬프터 기능을 갖추고 있으며 컨택 센터에서 상담원이 달성해야 할 대화 목표를 설정할 수 있습니다. 상담원은 비즈니스 목표를 향해 대화를 유도하는 데 도움이 되는 제안 응답과 대화 체크리스트를 받게 됩니다.

고객 의도

AI는 모든 상호작용을 분석하고 컨택 센터에서 지속적으로 나타나는 키워드나 감정을 감지할 수 있습니다. 고객 의도는 시장 동향을 연구하고, 고객 여정의 문제점을 파악하고, 전반적인 비즈니스 동향을 파악하는 데 사용될 수 있습니다.

자동 채점

AI는 모든 상호작용을 분석하고 컨택 센터에서 지속적으로 나타나는 키워드나 감정을 감지할 수 있습니다. 고객 의도는 시장 동향을 연구하고, 고객 여정의 문제점을 파악하고, 전반적인 비즈니스 동향을 파악하는 데 사용될 수 있습니다.

온프레미스 법률 및 규제

고객이 온프레미스 또는 프라이빗 클라우드 솔루션을 선택하는 주된 이유 중 하나는 법적 및 규제 요건 때문입니다. 일부 정부에서는 특정 업계가 데이터 보안 및 개인정보 보호와 관련된 특정 요건을 준수하도록 요구합니다. 즉, 일부 국가에서는 데이터 보안 및 개인정보 보호를 이유로 퍼블릭 클라우드 배포를 금지할 수 있습니다. 이는 금융, 의료, 보험, 공공 부문 및 정부와 같은 산업에서 가장 흔하게 발생합니다.

Bright Patterns Data Sovereignty and Security

온프레미스 데이터 주권 및 보안

완전한 데이터 주권을 누리세요. 국가 또는 지역의 경계를 넘어 데이터 전송 및 저장을 안전하게 보호하세요. Bright pattern의 플랫폼은 다양한 기능을 통해 완전한 데이터 주권을 제공합니다:

온프레미스 컨택 센터 소프트웨어 선택 시 고려해야 할 사항

기업이나 조직에서 온프레미스 컨택 센터 솔루션을 찾고 있다면 고려해야 할 몇 가지 중요한 사항이 있습니다:

프라이빗 클라우드를 지원하는 Bright Pattern

Bright Pattern의 강력한 AI 기반 옴니채널 컨택 센터 소프트웨어를 프라이빗 클라우드 데이터 센터에서 호스팅할 수 있습니다. 소프트웨어와 데이터를 자체 데이터 센터에서 호스팅하여 비즈니스가 데이터 주권을 유지하고 맞춤형 보안 및 규정 준수 요건을 준수할 수 있도록 모든 최신 AI 기반 컨택 센터 기능에 액세스할 수 있습니다.

BrightPattern Private Cloud
On-Premise and Cloud Contact Center Hybrid Model

온프레미스 및 클라우드 컨택센터 하이브리드 모델

Bright Pattern을 사용하면 온프레미스와 클라우드를 함께 사용할 수 있습니다. 소프트웨어 기능, 보고, 데이터 스토리지, 데이터 처리 등 클라우드에서 원하는 기능과 온프레미스에서 원하는 기능을 선택해 사용할 수 있습니다. Bright Pattern은 특정 비즈니스 요구사항에 맞게 조정할 수 있는 유연한 솔루션입니다.

Bright Pattern의 클라우드 기반 버전으로 간편하게 마이그레이션 하기

클라우드로 전환하기를 선택한 경우 Bright Pattern은 Bright Pattern 컨택 센터 플랫폼을 클라우드로 빠르고 쉽게 이동할 수 있습니다. 온프레미스와 클라우드 모두에서 완전히 동일한 플랫폼입니다. 상담원 재교육이 필요하지 않으며 온프레미스에서 클라우드로의 전환은 단 며칠 만에 완료할 수 있습니다.

Easy Migration to the Cloud-Based Version of Bright Pattern
Why On-Premise and Private Cloud Remain a Viable Choice

온프레미스 및 프라이빗 클라우드가 여전히 유효한 선택인 이유

기업이 온프레미스를 계속 유지해야 하는 이유는 여러 가지가 있습니다.

기업이 온프레미스를 선택하는 주된 이유 중 하나는 데이터 보안 때문입니다. 많은 콜센터, 특히 정부나 금융 기관과 같은 서비스 부문에 서비스를 제공하는 콜센터는 대량의 개인 정보를 처리합니다. 이러한 기관에서는 이러한 데이터를 기밀로 유지하기 위해 자체 데이터 센터에 데이터를 저장하는 것을 선호합니다.

기업이 온프레미스를 선택하는 또 다른 이유는 워크플로 또는 CX 에코시스템 내에서 레거시 시스템을 사용하기 때문입니다. 레거시 시스템을 사용하고 있고 이러한 레거시 시스템을 통해 CX를 제공해야 하는 기업의 경우, 온프레미스 솔루션을 기존 워크플로우 및 CX 에코시스템에 통합하는 것이 더 쉬울 수 있습니다. Bright Pattern은 모든 기록 관리 시스템을 통합할 수 있고 모든 CX 에코시스템에 원활하게 통합할 수 있어 복잡한 워크플로우와 레거시 통합을 유지하고자 하는 기업에 완벽한 솔루션입니다.

많은 기업이 필요한 하드웨어와 인프라에 많은 투자를 해왔으며, 이러한 기존 하드웨어와 인프라를 필요로 하는 복잡한 워크플로우를 설정해 놓았습니다. 이들은 이러한 기존 인프라를 보완하면서 최신 주요 기능과 커뮤니케이션 채널에 액세스할 수 있는 컨택 센터 플랫폼을 원합니다.

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On-Premise Contact Center Solutions

On-premise contact center solutions offer businesses complete control over their customer service operations by hosting all hardware and software within their own facilities. These centers provide robust, customizable systems that can be tailored to meet specific business needs. By using on-premise solutions, companies maintain full access to and management of their data, ensuring enhanced security and compliance with industry regulations. This model is particularly advantageous for organizations with stringent data security requirements or those that handle sensitive customer information. Moreover, on-premise solutions can integrate seamlessly with existing enterprise systems and offer reliable performance without dependency on internet connectivity, which can be crucial for uninterrupted service.

These solutions come with advanced features such as automatic call distribution (ACD), interactive voice response (IVR), and detailed call routing capabilities. They support various communication channels, including voice, email, chat, and social media, ensuring that businesses can engage with customers through their preferred platforms. On-premise contact centers also enable real-time monitoring and analytics, allowing supervisors to track agent performance, call quality, and customer satisfaction metrics. This visibility helps in making data-driven decisions to improve service levels and operational efficiency. However, the initial setup costs and ongoing maintenance of physical infrastructure and software licenses can be higher compared to cloud-based solutions, making on-premise systems a significant investment for long-term benefits.

Private Cloud Contact Center Solutions

Private cloud contact center solutions offer the flexibility and scalability of cloud technology while maintaining the security and control of on-premise systems. These solutions are hosted on a private cloud, providing businesses with a dedicated, secure environment that can be customized to meet specific operational needs. With private cloud contact centers, companies can scale their infrastructure up or down based on call volumes and business requirements, ensuring optimal resource utilization and cost efficiency.

Private cloud solutions support a wide range of communication channels, including voice, chat, email, and social media, enabling businesses to provide omnichannel customer service. They come equipped with advanced features such as IVR, ACD, CRM integration, and real-time analytics, which enhance agent productivity and customer satisfaction. The cloud-based nature of these solutions allows for remote work capabilities, giving agents the flexibility to operate from anywhere, which is particularly beneficial for businesses with distributed or remote teams.

Security and compliance are key advantages of private cloud contact centers. These solutions offer robust security measures, including data encryption, secure access controls, and compliance with industry standards like ISO-27001. Additionally, private cloud providers typically offer service level agreements (SLAs) that ensure high availability and reliability. This model also reduces the need for significant upfront investments in physical infrastructure and allows for a pay-as-you-go pricing approach, making it a cost-effective option for many businesses. The ability to quickly deploy and scale solutions, along with ongoing updates and maintenance handled by the cloud provider, further enhances operational efficiency and reduces the burden on internal IT teams.

Overall, private cloud contact center solutions offer a balanced approach, combining the strengths of both on-premise and public cloud models to deliver a secure, flexible, and scalable customer service platform.

Enhancing Customer Support with Private Cloud-Based Contact Center Solutions

In today’s fast-paced business environment, efficient customer support is crucial for maintaining strong customer relationships and ensuring customer satisfaction. Cloud-based contact center solutions offer a modern approach to managing customer interactions, providing businesses with advanced features and flexibility. These solutions enable companies to handle high call volumes and multiple communication channels, such as phone calls, chat, and social media, seamlessly. By utilizing cloud technology, contact centers can achieve higher uptime and reliability, ensuring uninterrupted service for customers.

Key Features of Modern On-Premise Call Center Software

Modern call center software comes with a comprehensive suite of features designed to improve agent productivity and customer experience. Features like automatic call distribution (ACD), interactive voice response (IVR), and intelligent routing help in efficiently managing incoming and outbound calls. Additionally, real-time analytics and reporting provide valuable insights into call center operations, enabling supervisors to monitor agent performance and make data-driven decisions. Integration with CRM systems further enhances the functionality, allowing agents to access customer data and interaction history quickly.

The Benefits of Private Cloud-Based Contact Centers

Cloud-based contact centers offer several benefits over traditional on-premises solutions. One of the main advantages is scalability; businesses can easily scale their operations up or down based on demand without the need for significant upfront investments in hardware. The pay-as-you-go pricing model also helps in reducing costs, as companies only pay for the resources they use. Moreover, cloud contact centers provide greater flexibility, allowing agents to work remotely and ensuring business continuity even during disruptions. Enhanced security measures and compliance with industry standards, such as ISO-27001, ensure the protection of customer data.

Enhancing Customer Experience with Omnichannel Support

Providing a seamless customer experience requires support across various communication channels. Omnichannel contact centers integrate different interaction channels, including voice, email, chat, and social media, into a single platform. This integration allows agents to view the full context of customer interactions, regardless of the channel used, and deliver personalized support. Advanced features like chatbots and AI-generated responses further enhance customer service by providing instant assistance and resolving common queries efficiently.

Choosing the Right On-Premise Contact Center Solution

Selecting the right contact center solution depends on several factors, including business needs, call volume, and budget. For businesses with high call volumes and complex requirements, cloud-based solutions offer the flexibility and scalability needed to meet their demands. On the other hand, small businesses or those with specific compliance requirements may opt for on-premises solutions. Evaluating key features, such as CRM integration, real-time monitoring, and workforce management capabilities, is essential in making an informed decision. Providers like Bright Pattern offer robust platforms with a range of features to suit different business needs.

Future Trends in On-Premise Contact Center Technology

The contact center industry is continually evolving, with new technologies and innovations shaping the future of customer support. Cloud-based solutions and AI-driven automation are at the forefront of this transformation, enabling businesses to deliver faster and more efficient service. The adoption of unified communication platforms and advanced analytics tools is also on the rise, helping companies gain deeper insights into customer behavior and improve operational efficiency. As businesses continue to prioritize customer experience, the demand for flexible, scalable, and feature-rich contact center solutions will only grow.

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