Cloud-Based Omnichannel Contact Center Software

Request a Quote

AI-Powered Interactions on Any Channel

Bright Pattern’s omnichannel contact center solutions allow your contact center to connect with customers on any communication channel. Provide customer service on any channel and seamlessly switch among any digital channels during an interaction, while maintaining context and relevant information across all channels as if it were a single conversation. Connect with clients on channels like voice call, video call, live chat, SMS, text messaging, mobile apps, social media, and more.

ARTIFICIAL INTELLIGENCE

 Best of breed AI to help your agents and customers

BOTS

Brighter bots to help your customers with seamless handoff to agents

VIDEO CHAT

Video chat for personalized customer service

EMAIL

Fast and easy email communication

SMS

Asynchronous chat to connect with your customers on the go

MESSENGERS

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

CHAT

Enrich customer experience with web chat

VOICE

Inbound Calls, Outbound Campaigns, IVR, and Callback

IN-APP

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

ARTIFICIAL INTELLIGENCE

 Best of breed AI to help your agents and customers
  • ARTIFICIAL INTELLIGENCE

     Best of breed AI to help your agents and customers

  • BOTS

    Brighter bots to help your customers with seamless handoff to agents

  • VIDEO CHAT

    Video chat for personalized customer service

  • EMAIL

    Fast and easy email communication

  • SMS

    Asynchronous chat to connect with your customers on the go

  • MESSENGERS

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

  • CHAT

    Enrich customer experience with web chat

  • VOICE

    Inbound Calls, Outbound Campaigns, IVR, and Callback

  • IN-APP

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

Multichannel Vs. Omnichannel

On a multichannel system, different communication channels are siloed and create friction in the customer journey. Switching among channels is not effortless and customers get a disjointed experience. With an omnichannel customer experience, the customer experience is streamlined with a single unified architecture that manages all channels natively while maintaining context. This creates a more meaningful, personalized customer experience.

EXPLORE OMNICHANNEL

True Omnichannel Routing

Bright Pattern’s omnichannel solutions means all channels are unified rather than siloed. This means routing can be done effortlessly and allows companies to deliver a rich and personal “all-in-one” customer experience. Routing can be done based on AI-powered self-service options, customer data and interaction history, or agent’s skill level and experience.

EXPLORE ROUTING

Quality on 100% of All Interactions on All Channels

Ensure high customer satisfaction in 100% of all interactions on all channels. Being based on a single unified architecture and integrating best-of-breed artificial intelligence for automation, OmniQM enables call center managers and supervisors to monitor agent activity and ensure consistently excellent customer interactions. Through an omnichannel approach, implement workforce optimization and ensure smooth contact center operations.

EXPLORE QUALITY ASSURANCE

Unified Agent Desktop

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

REQUEST DEMO

Omnichannel Quality Management

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

REQUEST DEMO

CRM Integration

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

REQUEST DEMO

Bright Pattern Omnichannel Features

Add New Channels Easily
Add new digital channels to your omnichannel experience easily with cloud-based omnichannel capabilities.
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 for better call center quality assurance
Empower Agents
Increase customer engagement and boost contact center agents performance with advanced features like Unified Agent Desktop and seamless communications.

Get More Info & Pricing


Unified Communications for All Businesses

Bright Pattern’s omnichannel call center software is accessible to businesses of all sizes and is suitable for any situation.

Future-Proof
Easily activate new channels that are introduced to the industry and grow your business at a pace that makes sense for you.
Scenario Builder
Utilize powerful drag-and-drop tools and features to create the customer journey that best fits your business strategy.
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

Additional Bright Pattern Features

Unified Agent Desktop
CRM Integration
True Omnichannel
Cloud-Based
Intelligent Routing
AI-Powered Agent Assistance
Sentiment and Text Analysis
Interactive Voice Response
Built-in Quality Management
WFO and WFM Integration
Call and Screen Recording
Automated Bot Conversations
Drag-and-Drop Scenario Builder
All Digital Channels Supported
Automatic Call Distribution (ACD)
Click-to-Call, Click-to-Chat Capabilities

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

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.

Schedule My Demo