EFFORTLESS OMNICHANNEL CONVERSATIONS START WITH A PLATFORM
Once exclusively for inbound and outbound telephone calls, today’s customer contact centres demand an omnichannel communications capability that can consistently facilitate amazing customer experiences across a growing number of channels. You need a communication management system – a customer experience platform – flexible enough to grow with your business, sophisticated enough to support advances in call centre technology, and powerful enough to increase customer satisfaction without sacrificing agent productivity. The Bright Pattern call centre software allows you and your agents to communicate easily across all channels to reduce effort and increase customer satisfaction and orchestrate a great customer experience.
CONTACT AND CONNECT
Bright Pattern cloud contact centre software maximizes your brand’s opportunities to strengthen customer relationships by offering a personalized customer experience. Through effortless and seamless communications, current customers and potential clients are able to connect with you across multiple channels, whenever they choose. Call centres have long frustrated customers due to extended wait times, limited channels of contact, and inconvenient support operation hours. Going beyond traditional voice and phone system solutions, Bright Pattern’s call centre platform incorporates digital, self-service, and artificial intelligence (AI) options that include interactive voice response (IVR), progressive and predictive diallers, live web chat, chatbots, mobile, text/SMS messaging, email, video chat, social messaging, and more.
DIGITAL AND VOICE: KEY CHANNELS FOR CUSTOMER SUCCESS
Voice remains a critical channel for delivering an exceptional customer experience. The convenience of mobile phones has increased the volume of inbound calls to customer call centres—a trend that shows no signs of slowing down. Recognizing that voice-to-voice call centre experiences are still key to customer satisfaction, the Bright Pattern call management system features automatic call distribution (ACD), computer telephony integration (CTI), personal and priority call routing, call transcription, workflow automation, and other tools for efficient call management. Customers often start with self-service or digital channels, but when they need to verbally communicate with an agent, Bright Pattern uses skills-based routing to connect the caller to the representative who can best assist them. This representative will have all context from previous interactions at their fingertips, in order to offer a personalized effortless customer experience.
To maintain and improve consistency and quality in all customer interactions, Bright Pattern easily enables call monitoring, call and screen recording, call logs, call tracking, historical reporting, data analytics, and more. Contact centre managers can quickly and conclusively access and evaluate agent performance, call centre trends, and call outcomes through Bright Pattern’s comprehensive dashboard.
In addition, Bright Pattern Contact Centre software seamlessly integrates with other business systems, including critical customer relationship management (CRM), marketing, and workforce management software. Intelligent CRM integrations optimize and contextualize customer communications, allowing agents to continue conversations across multiple channels, immediately reconnect dropped calls, and review pre-populated customer data and previous interactions.
CLOUD CONTACT CENTRE BENEFITS
As a cloud-based call centre platform, Bright Pattern frees your company from relying exclusively upon dedicated in-house information technology teams for support. Our software is simple to set up and integrates with other systems out-of-the-box, enabling your contact centre to go live within days. You’ll receive software updates, maintenance, and online support with no disruption to your call centre operation, resulting in little to no downtime and vastly increased productivity. Bright Pattern’s enterprise-grade software-as-a-service (SaaS) solutions provide a wide variety of cloud hosting options to meet your business’ unique demands and requirements.
Bright Pattern understands that a one-size-fits-all approach to call centre software is never an optimal solution for every industry, business size, and call centre function. That’s why our software can be customized for contact centres serving particular company types and scaled for operations from several agents to tens of thousands of concurrent users. Whether your customer contact team specializes in inbound customer support, outbound sales, or a hybrid model, our professional consultants will work with you to create the most efficient and effective software solution to fit your firm’s needs. We work with virtually any type of business, from high-tech to healthcare to hospitality and much more.
WHY CONSIDER THE BRIGHT PATTERN OMNICHANNEL CALL CENTRE CLOUD SOLUTION?
The Bright Pattern all-in-one omnichannel cloud contact centre solution supports all types of interactions in one unified agent desktop. Using omnichannel routing across all popular channels, we can help your contact centre achieve high agent productivity while cutting costs and increasing customer satisfaction. Bright Pattern supports voice, video, and all digital channels, including chat, email, messaging apps, and mobile communications thereby enabling customers to use their favourite channels. Communications can be initiated in one channel and switched to another at the click of a button while maintaining customer context.
Leveraging the exciting cognitive technologies of AI, Bright Pattern Contact Centre software automates tasks for team members and opens new avenues for customer communication. Although there’s nothing like the human touch, the AI-enabled features within Bright Pattern’s platform offer contextual tools to analyse messages and route customer interactions based on emotion and sentiment, and automatically detect and address changes in customer behaviour.
Bright Pattern’s AI assistance complements automated conversations with human intervention. If visitors aren’t satisfied with their chatbot experience, the system will signal an agent to notify them their hands-on assistance is needed and allow them to seamlessly join the chat. Bright Pattern’s AI technology is a valuable tool for agent empowerment, as it provides additional context and personalization that enriches the overall customer experience.
BRIGHT PATTERN CALL CENTRE SOFTWARE
The choice of enterprises of all sizes and across various industries