Voice Calls


All interactions are orchestrated from cradle-to-grave with scenarios– in case of voice calls, the scenarios are combining IVR and routing in a continuous call flow, from identification, segmentation, and service selection to call distribution and survey.

During heavy call volumes, customers can hang up and receive a call when a representative is available, thanks to our virtual queue.

Web-based Agent Desktop provides full support for voice, including transfers, hold/retrieve and conferencing with a multitude of devices, including built-in (no Java) softphone plugin for use with a USB headset.

Make sure to review the complete functionality of Bright Pattern Cloud Contact Center Software

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