Remote Call Center Solutions

What is a Virtual Call Center for Remote Agents?

Virtual call centers are cloud-based contact centers that give enterprises the ability to decentralize their contact center operations. Virtual call centers and a remote call center solution saves organizations costs while allowing customer service teams to deliver high quality of service. Virtual call centers allow organizations to recruit customer support agents from anywhere in the world, allowing their customer service teams to attract a wide array of talent just from a flexible call center solution. Virtual contact center solutions allow businesses to acquire call center agents from across the globe. This allows call centers to have a geographically dispersed workforce rather than having them all located in a single site. Virtual call center agents can work remotely from home or at various centers around the world.

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The Bright Pattern Virtual Call Center Solution for Remote Agents

Bright Pattern’s cloud-based virtual call center solution and remote contact center software for remote agents delivers all of the benefits of a traditional contact center solution while providing the additional benefits of the flexibility gained by supporting a remote call center with virtual call center agents. Our virtual contact center software solution allows your organization to “flex” during peak or low times, recruit talent from any geography, and deliver a complete omnichannel customer experience. In addition, Bright Pattern provides a powerful omnichannel quality management solution that allows you to score 100% of all customer interactions and manage agent performance to boost agent productivity among remote workers. Track the entire customer journey in your remote call center. Track important KPIs and omnichannel interactions to ensure that the entire customer journey has high quality of service. This combination of advanced omnichannel virtual contact center software with embedded quality management makes Bright Pattern the clear choice for delivering the best customer and agent experience.

unified agent desktop

Business Continuity

Keep your business going no matter what. Bright Pattern’s robust system and Active-Active architecture ensure uninterrupted continuity even in the case of a local disaster or facility interruption. Intelligent routing and call logs ensure that calls go to the right agents in the right locations and that admins receive access to comprehensive reporting.

Maintain Quality Across the Globe

The farther a call has to stretch geographically, the more likely voice quality will become an issue. Prevent this through Bright Pattern’s advanced ACD software, which intelligently distributes calls and routes callers to the optimal agent. Bright Pattern maintains several local points of presence and a large portfolio of telecom providers to ensure that callers are connected directly to agents who are answering inbound calls and located in the same geography, and they are only routed to remote locations if local agents are not available.

Remote Call Center Staff

Remote Workforce E-Book

Geographically Distributed

Utilizing virtual call center solutions to centrally manage your contact center while maintaining local flexibility. Inbound and outbound call centers can be set up and managed individually while providing maximum service levels. Quality management resources, dialing plans, and routing rules can be defined globally and executed locally.

Geographic Flexibility

Optimize your geographic presence with an ideal combination of local and remote resources. For companies needing agents to provide 24/7 support, Bright Pattern provides them with the ability to leverage agents across multiple time zones and select the ideal remote call center agent based on skill, costs, geography, and more. Allow your agents to provide the same level of professional service across all communication channels regardless of location. If agents need assistance, utilizing remote communications like Slack or Microsoft Teams integration for easy assistance.

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Built-In Quality Assurance

Monitor 100% of all interactions on all channels. AI-powered, built-in quality assurance ensures remote agents are providing excellent customer experiences no matter where they are. Bright Pattern’s OmniQM system allows supervisors to score, coach, and help remote agents. Access comprehensive interaction recordings in remote data centers and review sentiment and speech analytics of remote agent’s interactions. Do all of this in real-time, with no delay even while geographically dispersed.

Data Privacy

Bright Pattern is fully compliant with major international and domestic regulations, including but not limited to PCI, HIPAA, GDPR, TCPA, and SOC. Due to Bright Pattern’s globally-usable software, Bright Pattern will host customer information locally in compliance with local rules, maintain local points of presence to store calls, and provide local calling numbers in-country as required.

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OmniQM 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.

Unified Agent Desktop

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

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

Frequently Asked Questions

Bright Pattern’s remote call center software utilizes the power of our cloud technology and omnichannel interactions to power your customer experience and provide exceptional customer experiences. Bright Pattern’s virtual call center software is within the cloud. This means that all call center technology and office technology needed to build strong customer relationships and a seamless customer experience are accessible through cloud call center software on a single interface. Customer service teams within a remote call center can work from anywhere and get the job done remotely through a virtual call center software.

With a remote contact center solution as well as an omnichannel contact center solution, Your cloud contact center can power inbound and outbound call center capabilities with ease while being more cost-effective.

A cloud call center solution and customer service solutions can give your customer service call center access to powerful technology. This includes powerful IVRs for omnichannel routing and intelligent call routing, auto dialer, predictive dialing capabilities, automation capabilities, comprehensive CRM integrations, and communications on all channels like voice, SMS, social media, web chat, MMS, chatbot, voicemail, text, smart phones, and mobile applications. Power a full customer experience with customizable features through just a browser.

Bright Pattern’s call center solution integrates with any CRM solution. Allow your virtual call center to perform lead management with ease, putting customer information right at your agent’s fingertips on the cloud platforms. Whether they’re on a laptop or on a desktop with a headset, call center agents in your cloud call center can utilize integrated CRM solutions within the virtual call center software for better customer experience and workforce optimization.

On Bright Pattern’s cloud call center solution, data centers are utilized to securely store data, meaning strong and effective disaster recovery and data protection for a secure overall cloud contct center. Bright Pattern’s cloud contact center platform and software solution let’s your call center agents and sales team in your virtual call center effortlessly lead customers and callers through the CX journey.

OmniQM is Bright Pattern’s quality assurance system. Utilizing AI, OmniQM allows for detailed analyses and analytics of every interaction, ensuring remarkable customer experiences with every interaction. OmniQM makes agent management easy, allowing your call center to ensure that a qualified agent is delivering a good customer experience, employee productivity is high, customer connection is being made, best practices are being followed, and every service moment is impactful.

With Bright Pattern’s real-time dashboards, get supervisors insight into the agent experience and the performance of various teams, like your remote workforce, remote team, sales team, support team, and others. Ensure that idle time is low, average call duration is reasonable, call volume is being handled, hold time is low, agent uptime is high, and the efficiency of your agents is high. With real-time dashboards and monitoring, your supervisors can even intervene at the right time when an interaction is rated as low, allowing them to make quick decisions at the right time on the spot. Previous interactions and scripts with the caller are saved for agent training and can be utilized to create agent scorecards.

Gain the competitive advantage with the best call center platform, be empowered to make quick decisions during inbound customer service, ensure a smooth agent experience, utilize workforce management tools, and find new opportunities to build strong customer relationships in today’s digital world. 


Bright Pattern’s sophisticated IVR, or interactive voice response system, can be customized with specific workflows to match any use cases and queries that are requested of it. With legacy contact center technology, self-service can be slow and troublesome. The pain of your system can be felt by customers, leading to a negative customer experience for the caller.

With Bright Pattern’s customizable call center systems and IVR, callers can be led through effortless self-service, powered by natural language processing, AI, and machine learning. Utilize technology like AI and machine learning to route calls and customers with queries through an effortless virtual call center with an auto-attendant. Bright Pattern’s IVR business systems and call center systems can also perform call routing with the auto-attendant when the caller wants to speak with a live agent.

Bright Pattern’s phone support system and IVR system also has advanced call distribution (ACD), allowing for a fair distribution of calls to the next available agent or specific agents. With smart call routing, intelligent IVR, an advanced IVR system, and a user-friendly interface for the agents, Bright Pattern provides the best call center tools and best call center solutions to boost customer engagement and transform your inbound contact center.

Leverage a combination of AI, machine learning, call routing with the phone system, and a powerful cloud contact center platform to beat the competitors in self-service and route calls with ease. Get live prospects through the CX journey faster, reduce hold time, and leverage virtual call center software for an effortless customer experience with an auto-attendant.

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