Cloud-Based Omnichannel Contact Center Software

Intelligent routing engine with all channels unified—rather than a multichannel system that lacks context and personalization. Most contact center solutions still rely on the multichannel “siloed environments,” or separate touch points, resulting in friction for the customer journey.

Consider the situation of a customer speaking to an agent in one channel and then having to be switched to a different agent on another. These compartmentalized experiences create friction both ways, and today’s customers don’t view companies in silos. They’re used to being able to shop in stores if they so choose, or shop online with the same company and have a consistent and personal experience with either option. They’re expecting the same of all their interactions, and the best companies unify all communication channels and create brand loyalty thereby exceeding customer expectations.

Bright Pattern’s advanced omnichannel call center solution allows companies to deliver a rich and personal “all-in-one” solution for contact centers that can be easily implemented. With all communication channels for agents and customers included natively, there are no integrations or disparate systems to get used to, and attention can be focused solely where it needs to be—on the customer. With the Bright Pattern omnichannel contact center solution’s intelligent omnichannel routing capability, customers are automatically directed to the correct resources for their needs, and they are connected to the right agent with the appropriate skill level for the situation if further assistance is required.

The majority of companies that have successfully become omnichannel businesses start by using the platform to unify channels they are already using.

For example, a multichannel contact center that primarily relies on voice options and web chat can first work on joining these two channels to create a frictionless customer service experience. Once this is done, additional preferred channels can be added based on customer and business needs as well as overall company strategy.

The Bright Pattern omnichannel contact center solution is all about reducing effort for your customers and providing them the best seamless experience you can offer.  An omnichannel platform is key for success in today’s market, as well as the future, and Bright Pattern can help your business begin its journey right away.