Reimagine Your CX with Bright Pattern

Why an Omnichannel Solution?

Omnichannel software allows your call center to utilize multiple digital channels to improve customer satisfaction, and allows customers to utilize the channels of their choice to connect with your business. An omnichannel call center provides many benefits including:

Improved Customer Experience
More Personalization in the Customer Experience
More Future-Proof Customer Experience
Easier for Agents to Follow the Customer Journey
More Touchpoints for Agents to Connect With Customers On
More Context During an Entire Customer Journey
Easier Ability to Perform Quality Management Depending on Platform
Ability to Easily Add New Digital Channels

Artificial Intelligence

Best of breed AI to help your agents and customers

Bots

Brighter bots to help your customers with seamless handoff to agents

Video Chat

Video chat for personalized customer service

Email

Fast and easy email communication

Messengers

Communicate on messengers … WhatsApp, Facebook Messenger, LINE, Viber and more

SMS

Asynchronous chat to connect with your customers on the go

Chat

Enrich customer experience with web chat

Voice

Inbound Calls, Outbound Campaigns, IVR, and Callback

In-App

Power your mobile app experience with embedded chat, video chat, messaging, and document and picture sharing

What Channels Can an Omnichannel Contact Center Software Support?

An omnichannel call center software supports all channels, including both traditional channels and digital channels. Bright Pattern, however, supports more channels than other vendors. Bright Pattern supports established channels like:

Bright Pattern also supports channels that are on the cutting-edge of innovative customer communication, including:

Quality Management on Every Channel with Omni QM

Omni QM is Bright Pattern’s system of quality management that is fully omnichannel and allows supervisors to review 100% of all interactions on all channels. Omni QM is possible because Bright Pattern is fully omnichannel and built to be omnichannel from day one. Bright Pattern’s Omni QM technology allows a call center team to proactively monitor customer interactions in the contact center on all channels. Allow your team to monitor 100% of all interactions on all channels through powerful best-of-breed AI integrations and advanced analytics with a unified reporting dashboard. Bright Pattern makes it easy for your team to monitor channels like voice, email, video, live chat, SMS, messengers, and more to ensure that your teams are delivering the best service possible.