Bright Pattern Virtual Call Center Software

What Is a Virtual Call Center?

A virtual call center, generally speaking, is a contact center in which customer service agents or representatives are geographically dispersed as opposed to being centrally located in a single location. “Virtual” agents work remotely or from home.

When compared to traditional call centers, virtual call centers have benefits for both their agents and employers. For the call center agents and customer service representatives, in addition to working a call center job from home, they often have flexible hours and no dress-code or commute. For the organization, a virtual call center saves costs associated with call center operations and facilities, and is ideal for companies whose business is seasonal in nature. A virtual call center also enables a business to recruit virtual call center agents from any geography and attract skilled customer care workers, even if they don’t live in close proximity to an office.

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The Bright Pattern Virtual Call Center Solution

The Bright Pattern cloud-based virtual call center solution meets the challenges of a remote call center and enables you to connect with your customers from anywhere in the world across all time zones. With Bright Pattern’s omnichannel virtual call center software, a virtual call center agent can see the entire customer journey across all communication channels and thereby provide a meaningful and personal virtual customer experience even if they are thousands of miles away.

Geographic Flexibility

The Bright Pattern virtual call center solution allows organizations to optimize geographic presence with the ideal combination of local and remote resources. For companies needing agents to provide 24/7 support, the Bright Pattern virtual call center solution provides them with the ability to leverage agents across multiple times zones and select the ideal remote call center agent based on skill, costs, geography, and more. Whether an agent or call center representative is working from an office or home, the Bright Pattern omnichannel virtual call center solution will enable them to provide customers the same level of professional service across all communication channels regardless of location.

Maintains Voice Quality Across Geographies

The farther a call has to stretch geographically, the more likely voice quality will become an issue. Outbound and inbound calls suffer when there are too many hops between the remote customer and virtual call center agent — and call distribution is key.

Bright Pattern’s Automatic Call Distribution (ACD) software routes callers to the optimal agent. Whenever customers call a cloud contact center and wherever they dial from, intelligent call routing will make sure they are serviced by virtual call center agents as close to them as possible where this is the strategy.

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.

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Data Privacy

Businesses also need to be aware of privacy regulations that may vary by location. Some countries require that the data and recording of any call be held in the caller’s region of origin. Bright Pattern’s call center software and virtual call center software ensures customer’s information is secure, whether it’s during outgoing calls, when the information is being stored in the CRM integration, when the information is being used for call routing, or the information is going through a workflow.

Business Continuity

You need to keep your business going no matter what interruptions local offices or business settings face. Bright Pattern’s virtual call center software adapts to this issue by building upon a robust system that is designed to ensure uninterrupted continuity in the case of a local disaster or facility interruption.

You can rest easy knowing that routing software is in place to ensure calls are seamlessly integrated, no matter what happens regionally. A cloud-based call will always get to where it needs to go, and the call log will allow you to stay on top of historical reporting.

Bright Pattern’s virtual call center solution gives you several options to provide business continuity and disaster recovery to ensure that the customer service experience is unchanged.

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Managing Geographically Distributed Virtual Call Centers

Bright Pattern’s virtual call center solution allows you to centrally manage and control administration while at the same time allowing local flexibility. Inbound and outbound call centers can be set up and managed individually while cooperating to maximize service levels. Quality management resources, dialing plans, and routing rules can be defined globally and executed locally. Companies are also provided with global visibility across their locations as well as consolidated reporting.

Bright Pattern’s Virtual Call Center

Bright Pattern’s omnichannel virtual call center solution provides the ability for companies to deliver a consistent and personalized customer experience on any communication channel regardless of location. Remote virtual agents and customer service representatives can see the entire customer journey when required, and deliver the same professional level of service as local agents.

Bright Pattern’s cloud call center software maintains many regional points of presence as well as a large number of regional telecom providers to ensure the highest levels of voice quality and customer satisfaction. In addition, we help you comply with data privacy laws and comply with local regulations by storing information locally where required.

For managing multiple call centers, the Bright Pattern virtual call center solution provides you the ability to manage several locations globally while at the same time maintaining local flexibility. We ensure that you have several options to guarantee business continuity, workforce management, and global visibility across your operations.

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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.

Omnichannel Quality Management

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

CRM Integration

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

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 Virtual Call Centers

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

Microsoft
Zoho
Salesforce
Zendesk
Pipkins
NICE
Aspect
Oracle
Monet

Additional Bright Pattern Features

Frequently Asked Questions

Bright Pattern’s virtual 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 contact center and 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. 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 within the virtual call center software for better customer experience and workforce optimization. Through CRM, your agents can utilize key customer information within their own desktop on their customer service solutions to deliver great customer service experience. Empower agents and improve agent productivity while making the workflow more efficient in your contact center.

On Bright Pattern’s cloud call center solution, data centers are utilized to securely store data from the CRM, meaning strong and effective disaster recovery and data protection for a secure overall cloud contact 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, customer retention is high, 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 intelligent 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 intelligent IVR platform, 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 can also perform call routing through the phone system 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 and gain benefits 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.