Omnichannel Contact Center Software

AI-Powered Interactions on Any Channel

Bright Pattern’s omnichannel contact center solutions allow your contact center to provide a seamless customer experience on any communication channel. Provide customer service on any preferred channel and use any digital channels for an integrated experience, while maintaining real-time information, personal information, and customer context across all channels as if it were a single conversation. Connect with clients on channels like phone call, voice call, video call, live chat, SMS, text messaging, mobile apps, social media, and more. By utilizing an omnichannel approach and an omnichannel strategy, provide a consistent experience in your contact center that exceeds customer expectations.

Play Video

Multichannel Vs. Omnichannel

In a multichannel contact center, different communication channels are siloed and create friction in the customer journey. There is not a single customer view, affecting efficiency, disrupting a seamless experience, and even leading to a bad experience. With an omnichannel customer experience and omnichannel contact center software, your contact center can provide an exceptional customer experience by utilizing omnichannel tools to increase engagement in different channels, and switch between different channels to support business needs. This creates a more meaningful, personalized customer experience.

Artificial Intelligence

Best of breed AI to help your agents and customers
LEARN MORE

Bots

Brighter bots to help your customers with seamless handoff to agents
LEARN MORE

VIDEO CHAT

Video chat for personalized customer service
LEARN MORE

Email

Fast and easy email communication
LEARN MORE

SMS

Asynchronous chat to connect with your customers on the go
LEARN MORE

Messengers

Communicate on messengers … WhatsApp, Facebook Messenger, LINE, Viber and more
LEARN MORE

Chat

Enrich customer experience with web chat
LEARN MORE

Voice

Inbound Calls, Outbound Campaigns, IVR, and Callback
LEARN MORE

In-App

Power your mobile app experience with embedded chat, video chat, messaging, and document and picture sharing
LEARN MORE

True Omnichannel Routing

Bright Pattern’s omnichannel solutions means routing to the right agent or sales associate can be done effortlessly and in less time, allowing omnichannel contact centers to deliver a seamless experience across channels like phone calls, SMS, social media, email, web chat, and more. Improve efficiency, increase customer retention, boost agent performance, and improve issue resolution speed. Routing can be done based on AI-powered self-service options, customer data and interaction history, or specific agents and service levels. Route to different agents or a specific agent with ease. Omnichannel routing and implementing an omnichannel strategy can transform your cloud contact centers, improving agent experience and reducing frustration, improving the efficiency of your customer support and customer service teams, and delivering a seamless experience in your omnichannel contact center.

Quality on 100% of All Interactions on All Channels

Ensure high customer satisfaction in 100% in your omnichannel cloud contact center. Being built as an omnichannel platform and integrating best-of-breed artificial intelligence for automation, OmniQM enables call center managers and supervisors to conduct performance management with call recordings and other important information, ensure customer preferences are being met, and ensure excellent customer interactions. Through an omnichannel approach, implement workforce optimization and ensure smooth contact center operations. Through a reporting dashboard with customizable preferences and APIs, conducting performance management within Bright Pattern’s omnichannel software requires less time and empowers supervisors, allowing them to catch all customer complaints. Retain loyal customers, improve efficiency, meet and exceed customer demands, reduce frustration, and deliver a great customer service experience.

Unified Agent Desktop

Our omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey.

Omnichannel Quality Management

Ensure consistently excellent customer experiences and optimize call center performance with AI-powered OmniQM.

CRM Integration

Track the customer journey with your business on any channel. Integrations with all CRM providers or your own system of records.

Bright Pattern Omnichannel Features

Add New Channels Easily

Add new digital channels to your omnichannel experience easily with cloud-based omnichannel capabilities and upgrade your customer service strategy.

No Downtime

Based on the cloud and powered by an Active-Active architecture, Bright Pattern’s contact center solution will never have downtime.

Sentiment Analysis

Utilize powerful sentiment analysis to automatically rate a customer’s mood during an interaction in real-time.

Speech and Text Analysis

Utilize powerful speech analytics and text analysis to rate sentiment of a customer or provide agent assist during an interaction.

Gain Insight

Utilize KPIs and analytics within our contact center software to gain insight into your contact center’s operations and customer behavior for better call center quality assurance

Created with Sketch.
Empower Agents

Boost contact center agents and contact center managers performance with advanced features like Unified Agent Desktop and different channels of communication.

Get More Info and Pricing

Unified Communications for Businesses of All Sizes

Bright Pattern’s omnichannel call center software is accessible to businesses of all sizes and is suitable for any situation, taking your omnichannel contact center to the next level. It can be utilized by any industry or vendor, like retail business, online stores, online business, and brick and mortar stores. Bright Pattern’s omnichannel contact center is the best platform and contact center solutions to beat the competition in customer experience, allowing your omnichannel contact center to beat the competition, improve efficiency, beat the competition, meet customer demands, and deliver exceptional customer experience.

Future-Proof

Easily activate new channels that are introduced to the industry and grow your business in the best way possible. Use a single platform to deliver on an omnichannel strategy with your omnichannel contact center solution and deliver better customer experience.

Scenario Builder

Utilize powerful drag-and-drop tools, APIs, and features to create the customer journey that best fits your business strategy, and take your omnichannel cloud contact center to the next level.

Scalability

Omnichannel and cloud-based means you can scale our software to suit any sized business. Our cloud customer experience platform is perfect for businesses with seasonal needs.

Powerful Integrations

Microsoft
Zoho
Salesforce
Zendesk
Pipkins
NICE
Aspect
Oracle
Monet

Additional Bright Pattern Features

Related Resources

Users Love Bright Pattern

“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

Omnichannel service, omnichannel solution, and omnichannel call center are common terms in the contact center industry, especially among contact center leaders. But what is true omnichannel, and what should a ture omnichannel cloud contact center be capable of?

Omnichannel cloud contact centers should be capable of utilizing a number of channels to provide CX over, including digital communication like chatbot, webchat, mobile apps, social media platforms, and messenger apps like Facebook Messenger and WhatsApp alongside traditional channels like voice interaction, email, and texting. The key difference between omnichannel and multichannel is the ability to switch between channels while keeping the customer’s perspective intact. With true omnichannel, your contact center can better service customers, form stronger customer connection, and provide exceptional experience on all service channels by reducing paint points and friction in the customer journey. For example, a customer that connects through a voice interaction can then be switched to a chat channel or web chat, which can then be transferred to a WhatsApp conversation. The live agent is able to follow the entire customer service interaction from a single interface, allowing them to closely follow customer needs. Customer service agents will have an easier time with customer engagement through omnichannel service, allowing them to deliver CX effectively, keep up with customers on all touchpoints, and provide a great experience.

Omnichannel communication is the next level from multichannel communication, and many contact center leaders are looking for an effective solution to prevent silos and unify all service channels in their omnichannel cloud contact center.

Omnichannel is the future of CX. With omnichannel, your omnichannel cloud contact center can reduce pain points in the customer journey, increase the number of satisfied customers, increase customer engagement, deliver remarkable customer experiences, and improve employee productivity effortless channel switching.

Live agents, with omnichannel service, are much more powerful than live agents relying on multichannel communications. Omnichannel communication is the next level from multichannel communication, and many contact center leaders are looking at it as an effective solution to unify service channels in their omnichannel cloud contact center. In an omnichannel call center, all customer service channels are usable and the conversation can be switched among any channel. A conversation with a chatbot or a conversation in a chat with a live agent can be transferred to a messaging app like WhatsApp, which can then be switched to a social media interaction. Conversations can be switched depending on what customers or agents prefer.

With Bright Pattern’s omnichannel retail software and omnichannel contact center software, your business can utilize the power of our cloud to connect with customers on any sales channel. With the cloud, you can reduce operational costs while improving functionality by customizing the platform with your desired APIs and scenarios, with CRM integrations like Salesforce and Microsoft Dynamics. With Bright Pattern’s omnichannel retail software, the customer service function within your business can shine.

Bright Pattern is suitable for any business as well, whether your business is based in ecommerce and online purchases, or relies on brick and mortar stores to sell a great product to shoppers. Bright Pattern’s omnichannel retail software provides communication and sales channels to help connect the best agents with shoppers, allowing your customers to get access to your great product.

Bright Pattern’s omnichannel retail software provides many features to help your customer service function, and help your agents quickly solve complex issues while building customer trust.

OmniQM is Bright Pattern’s omnichannel quality management system that helps your supervisors monitor 100% of interactions on all channels in the contact center. OmniQM can function on all digital and traditional channels, with a reporting dashboard that can be set with specific preferences and metrics for reporting. OmniQM utilizes automation to monitor all channels, and preferences can be set as well for when a supervisor should be alerted of a low scoring interaction. If a low scoring interaction is detected, that interaction can be routed to a retention specialist while the full interaction is saved for review.

OmniQM can also help improve workforce management by allowing supervisors to determine where the contact center can improve. By pinpointing specific key issues, supervisors can improve KPIs and metrics like customer satisfaction, average handling time, first contact resolution, and more.

Schedule My Demo