Inbound Call Center Software

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Omnichannel Contact Center Software

Inbound call center software is often the central point of contact for any business that offers customer service. An inbound call center is generally a call center that exclusively or predominantly handles interactions that are initiated by a customer. In some cases, inbound call centers may take the form of a help desk where calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two for blended call center applications.

Today’s inbound call center agents often communicate with customers through many communication channels, including voice, email, SMS, messengers, and chat.

Inbound call center agent performance is often measured according to call center metrics, including first call resolution (FCR), average handle time (AHT), time in queue, and more. Inbound call centers sometimes stipulate service goals that the center will work toward in a service-level agreement (SLA).

Improve Customer Loyalty via Personalization

Customers expect personalization and the ability to choose their preferred form of interaction (e.g., chat, messaging, SMS, voice, etc.). The Bright Pattern inbound call center solution provides the flexibility to switch between communication channels—from voice calls and messaging apps like Facebook Messenger to SMS/MMS, video, and more—while retaining context for a personalized customer experience. Customers are easily identified, their interactions are personalized, and all interactions are presented in context across all channels and treated as a single conversation. Bright Pattern also integrates with powerful artificial intelligence (AI) and bot solutions to give agents and customers enhanced automation to speed time to resolution and improve the customer experience.

Omnichannel Inbound Call Center

In order to get the most out of your inbound call center software, you need the most advanced omnichannel call center product in the marketplace. Bright Pattern enables a company to deliver actionable information and key data to the most relevant point in the conversation. No matter what channel you are communicating on with your customer, Bright Pattern will ensure a successful customer journey.

Multichannel versus Omnichannel Call Center Software

Both multichannel and omnichannel customer service and contact center solutions involve communicating through multiple channels. The key difference is the customer experience. The customer journey today often involves several channels and touch points, and customers expect their journey to be consistent and personal across all of them. A multichannel call center software solution is siloed and creates friction in the customer journey. The Bright Pattern omnichannel customer experience platform is built on a single unified architecture that manages all channels natively while maintaining context. The result is a consistent, meaningful, and personal customer experience. The Bright Pattern omnichannel contact center solution not only enables a seamless transition between channels, but it also allows customers to stay in contact with the same agent, saving them the trouble of having to be transferred to another line or repeating themselves to a different representative.

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Powerful IVR for Self-Service

Our Interactive Voice Response (IVR) feature supports effective self-service, as it allows you to identify callers and to collect relevant data for precise routing, segmentation, and prioritization. Build sophisticated inbound voice applications that are powerful but easy to use for your callers.

Summary

The Bright Pattern inbound call center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey. As the name suggests, the omnichannel platform allows representatives to engage with customers across a wide variety of channels (e.g., voice, IVR, SMS, chat, messaging, etc.) and effortlessly switch between them, for greater personalization and higher levels of customer satisfaction.

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Unified Agent Desktop

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

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Intelligent Omnichannel Routing Desktop

Bright Pattern’s call center solution offers a powerful omnichannel routing engine with all channels unified—rather than the multichannel approach that lacks context and personalization.

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Customizable Journeys

Our drag-and-drop journey-building application, Scenario Builder, provides the tools to create the customer journey that best fits your business strategy.

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Virtual Contact Center Features

No Downtime
Hosting on the cloud means easy setup with high reliability. With Active-Active architecture, experience no downtime no matter what.
Hassle-Free Upgrade
Get access to the latest technology, all at your fingertips. With only an internet connection, gain access to the newest technology.
Omni QM
AI-powered omnichannel quality management allows admins to monitor interactions with live prospects across all channels.
Fully Compliant
High security call center software. Bright Pattern is fully PCI, GDPR, TCPA, HIPAA, and SOC compliant.
Load Balancing
If one call center is overflowing, another call center from across the world can help with the workload.
Global Flexibility
Optimize your contact center operations for your geographic situation, and optimize local and remote resources.

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Quality Assurance for Remote Agents

Boost customer satisfaction, deliver great customer service, and optimize your call center operations.

QM on All Digital Channels
Ensure quality on all channels, like voice, video, SMS, text, instant messaging, messaging apps, social media, and more.
Real-time Access to All Analytics and Data
Get access to call recordings, sentiment data, and CSAT scores instantly in real-time, with no delay despite geographic distribution.
Remote Coaching and Training
Supervisors can easily coach and train agents based on interaction history and data. Ensure high interaction quality no matter where an agent is located.

Powerful Integrations

Additional Bright Pattern Features

Data augmentation
Call control from browser
Skills based routing
Conversation continuity
Real-time dashboards
Call transcription
Priority routing
Activity history
Omnichannel reports
Call transcription
Same region routing
Scheduled reports
Call transcription
Personal routing
3rd party analytics data