Omnichannel Contact Center Software

What is an Omnichannel Contact Center?

An omnichannel call center software is a contact center solution that allows your contact center to provide seamless customer experience on any communication channel, and seamlessly switch between these communication channels without losing context. An omnichannel contact center allows your agents to provide an exceptional customer experience through multiple digital and traditional channels, like voice, email, text messaging, SMS, video chat, web chat, messenger apps, and more. Interactions on these channels can then be transferred to other supported channels, all while the agent maintains the context of the conversation. Omnichannel software solutions create more meaningful, personalized customer experiences.

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Why an Omnichannel Solution?

Omnichannel software allows your call center to utilize multiple digital channels to improve customer satisfaction, and allows customers to utilize the channels of their choice to connect with your business. An omnichannel call center provides many benefits including:

  • Improved Customer Experience 
  • More Personalization in the Customer Experience 
  • More Future-Proof Customer Experience
  • Easier for Agents to Follow the Customer Journey 
  • More Touchpoints for Agents to Connect With Customers On
  • More Context During an Entire Customer Journey 
  • Easier Ability to Perform Quality Management Depending on Platform 
  • Ability to Easily Add New Digital Channels

What Digital Channels Should My Omnichannel Contact Center Support?

Your omnichannel contact center should support modern digital channels on top of traditional channels to give the customer as many options as possible. Traditional call center channels include voice call and email. New digital channels that your contact center should support include web chat, SMS, text messaging, mobile apps, messenger apps, and video calls. These digital channels allow your business to reach out to more customers, and gives customers the opportunity to choose the channel they want to use to communicate with your business, leading to a more personalized customer experience.

Artificial Intelligence

Best of breed AI to help your agents and customers
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Bots

Brighter bots to help your customers with seamless handoff to agents
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VIDEO CHAT

Video chat for personalized customer service
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Email

Fast and easy email communication
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SMS

Asynchronous chat to connect with your customers on the go
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Messengers

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

Enrich customer experience with web chat
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Voice

Inbound Calls, Outbound Campaigns, IVR, and Callback
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In-App

Power your mobile app experience with embedded chat, video chat, messaging, and document and picture sharing
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What is Omnichannel Quality Management?

Bright Pattern’s platform provides a unique feature called omnichannel quality management. Omnichannel quality management, or Omni QM, allows supervisors and administrators in the contact center to monitor 100% of interactions on all channels. This is done due to Bright Pattern’s natively-built omnichannel platform and powerful AI integrations, which gives call center supervisors the opportunity to easily pool data into an easy-to-use and easy-to-understand dashboard. Omnichannel quality management enables call center managers and supervisors to conduct performance management with important interaction information, ensure customer preferences are being met, and ensure excellent customer interactions. Optimize the workforce and ensure smooth contact center operations. Furthermore, utilize the reporting dashboard and customize preferences and APIs to ensure that the data you’re getting from omnichannel quality management is useful and meaningful for your business.

Why is Omnichannel Better than Multichannel?

Omnichannel and multichannel are different types of call center platforms and can change how your call center delivers customer experience.

A multichannel call center, by design, may create friction in the customer journey. A multichannel contact center may support digital channels, but there is no seamless switching between communication channels and context is hard to transfer between channels. Furthermore, these channels are often bolted-on to an existing solution, meaning that adding new channels, upgrading hardware and software, and maintaining a multichannel platform can be costly and difficult. This means that there is not a single customer view and there can be disruptions in the seamless customer journey. A multichannel contact center may even lead to a bad customer experience.

An omnichannel contact center allows call centers to add new channels seamlessly, and allows for seamless switching between digital channels without losing context. This means an omnichannel platform can save time and money, improve customer experience, improve various KPIs and metrics, and improve workforce performance.

Other Important Call Center Technology for Your Call Center Software

Aside from fully capable omnichannel, there are many other features your omnichannel solution providers should support that can improve efficiency in your call center. These tools include:

  • Conversational Interactive Voice Response (IVR): Deliver self-service to customers through AI-powered speech analytics and recognition
  • Scenario Builder: Utilize powerful drag-and-drop tools, APIs, and features to build out customized use cases 
  • CRM Integrations: Comprehensive and seamless Omnichannel CRM integrations to deliver customer information to the agent’s fingertips
  • Multiple Dialing Modes: Automated outbound dialing with numerous options to customize the platform to the needs of your outbound campaign. 
  • Automatic Call Distributor (ACD): Distribute customer calls and interactions fairly among agents to maximize workforce efficiency.

Time to Go Live

Bright Pattern
1.4 Months
CCaaS Average
2.77 Months
NICE InContact
2.59 Months
Genesys PureCloud
3.75 Months

Important Considerations when selecting an Omnichannel Communication Platform

When selecting an omnichannel solution, there are factors that one should consider before selecting a solution that is suitable for your business. Some of the important considerations to make include:

  • Whether the Omnichannel Platform is Natively-Built 
  • High Reliability and Uptime 
  • Reliable, Highly-Capable Customer Support
  • Fast and High ROI 
  • AI Integrations
  • Ability to Add New Channels Easily 
  • Agent Assistance Tools 
  • Scalability, Flexibility, and Adaptability
  • Open APIs for Easy Integrations with Third-Party Software

“Due to the simplicity of the platform, Bright Pattern offers low license costs and professional services at a fraction of the cost of other cloud-based vendors.”

- Frost & Sullivan

5 Benefits and Opportunities for Omnichannel Contact Centers

Omnichannel communication is a unique tool made possible by the digital age of technology. Every interaction with a customer is a chance to leave an impression, and the right contact center automation tools can help drive results with several key benefits and opportunities.

Omnichannel contact center solutions not only improve your customers’ experiences with your company but also increase your agents’ efficiency, since they have the freedom to answer simple questions quickly and grow as employees by focusing on more complex work. There are five main benefits that Bright Pattern has observed that can take cloud-based contact centers to the next level.

Creative a Cohesive Customer Experience

It's vital to build a consistent customer journey across channels. Omnichannel call center software is a unique opportunity to centralize your data integration and reach audiences with a reliable brand voice. If an audience member receives the same standard greeting with a branded catchphrase across five different platforms, this creates connectivity. Suppose another customer has a case number they received in an email, but they reply on Facebook Messenger. This situation presents a unique opportunity to win the customer with a response relevant to that case number.

Offer Instant Gratification

Modern customers expect instant connectivity on the platform they use to communicate with companies. Smartphones have increased this expectation by enhancing in-app chats, phone support, live chat and social media. Omnichannel support has now made it possible to widen your scope of customer engagement by being available to this audience on a regular basis, regardless of what platform they use to engage with your brand.

Reach a Wide Variety of Audiences

Omnichannel contact center solutions help you to reach various new audiences. For example, a clothing business may have two shopping or advertising channels on Facebook and Instagram. Typically, a Facebook audience skews to older demographics, while Instagram has a youthful target audience. Customer support on these two platforms reaches a wide selection of the population. An omnichannel contact center solution allows you to widen your communication channels and have an abundance of opportunities for old and new customers.

Gain Customer Insights

Omnichannel platforms like chats and social media leave an opportunity to record and analyze written data. When you leverage this properly, it becomes an opportunity to gain deeper insights into how customers view your brand. Candid conversations with agents often reveal trends in frequently asked questions (FAQs) and pain points. Great analysis can even lead to the invention of new products or features that solve common user problems.

Boost Agent Productivity

In a traditional phone call setting, agents can only handle one lengthy conversation at a time. With an omnichannel cloud contact center, agents can reply to a Messenger chat question and a text in minutes without lengthy formalities. The faster that your agents can respond to simple questions, the more time they can devote to complex situations that need attention. This software solution allows you to “wow” customers by going the extra mile to find a pleasing solution.

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.

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.

Empower Agents

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

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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

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 and touchpoints to provide CX over, including digital communication like chatbot, webchat, mobile apps, social media platforms, and messengers 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 omnichannel call center can provide remarkable customer experiences on a lot more channels than traditional call center solutions. For example, a customer that connects through a channel of their preference, such as a voice interaction. When their channel of preference changes, this conversation can be switched to social media platforms, messengers, webchat, and many more. 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 and live 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.

The omnichannel cloud contact center is the future of CX and customer engagement. With omnichannel, your call 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.

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