Remote Call Center Solutions

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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 save organizations facilities costs, operating costs, data center expenses, and more. Virtual call centers also allow an organization to access talent from anywhere in the world with just an internet connection. Virtual contact center solutions enable an organization to choose highly skilled call center agents from across the globe or lower cost geographies as appropriate. 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.

The Bright Pattern Virtual Call Center Solution for Remote Agents

Bright Pattern’s cloud-based virtual call center solution for remote agents delivers all of the benefits of a traditional contact center solution while providing the additional benefits of the flexibility gained through the use of remote workers. 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 better manage remote workers. 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.

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 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.

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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.

REQUEST A DEMO

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

New integrations soon

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