Bright Pattern WFM
We provide AI-driven workforce management solutions to optimize staffing, improve agent productivity, and enhance customer experiences. Our services include accurate forecasting, smart scheduling, real-time monitoring, and AI-driven analytics to ensure seamless operations.
Workforce Management Solutions
We provide advanced Workforce Management (WFM) solutions to help businesses optimize their contact center operations. Our WFM services ensure that the right number of skilled agents are available to meet customer demands efficiently.
Accurate Forecasting
Predict call volumes and customer interactions to optimize staffing levels.
Smart Scheduling
Ensure the right agents are assigned at the right time to maximize efficiency.
Real-Time Monitoring
Track agent performance and customer interactions across all channels.
AI-Driven Analytics
Gain actionable insights for improved decision-making and resource allocation.
Cost Optimization
Reduce labor costs while maintaining high service quality.
Workforce Management
Forecasting
Forecasting is a five-step process to predict interaction volumes, handling times, and staffing needs by entering general information and historical data.
Effective forecasting relies on historical data, which must be validated and normalized to eliminate outliers and ensure accuracy.
Use Historical Data to forecast Volume, AHT & Staffing
Manual override options Available for forecasted volume, AHT, and required staffing
What if Scenarios
Identifies Key Metrics such as required SLA’s, Occupancy, etc required for Desired Scheduling
Creates the Basis for Scheduling
Scheduling
The shift overview screen allows planners to create, optimize, and edit agent schedules, providing insights on staffing needs and agent assignments.
The mobile app enables agents to check their schedules anytime, view shift details, manage time off requests, and track their approval status.
Automated shift generation
Break optimization
Shift editor to create/edit shifts or record time offs
Intraday
Intraday management involves monitoring real-time data against forecasts, enabling responsive action to unexpected events.
If actions deviate from the forecast, one can trigger a reforecast, adjusting intervals and percentages to recalculate for the rest of the day.
Reforecasting based on actuals
Allows adjustments for extraordinary events and anomalies
Alert management
Real-Time Adherence
The request view allows approvers to manage manual approval requests by searching or filtering and easily approve pending requests.
Monitor real-time agent adherence by org unit, skill/service, or scheduled activity
Adherence metrics for today/yesterday/this week/this month on group and individual level
Detail comparison of scheduled vs. actual agent activity
Reports and Analytics
By comparing historical data, forecast scenarios, and actual results, one can identify the best-performing forecasting method and adjust assumptions to optimize future predictions. This iterative process helps improve staffing levels, service levels, and overall workforce efficiency.
Validate Data and Identify Exceptions
Normalize Data by Setting thresholds to automatically identify outliers
Identify Special events and Exceptions
Goal: Use Data as Basis for Forecast
Synergy From Our Integrated Platform
ACD + QM + WFM + AI = A Powerful Synergy
- Intelligent routing: AI analyzes data to determine the optimal agent, considering factors like agent skills, sentiment analysis, and historical performance.
- Predictive routing: AI can predict call volumes and types, allowing for proactive staffing adjustments and reduced wait times.
- Natural language processing and AI Virtual Agents (NLP/LLM): AI-powered Virtual Assistants automate routine inquiries
- Automated quality assessments: AI analyzes Interactions to identify quality issues, such as adherence to scripts, tone of voice, and problem-solving skills.
- Sentiment analysis: AI can gauge customer satisfaction by analyzing the emotional tone of conversations.
- Predictive analytics: AI can identify trends in quality metrics and predict areas where training or process improvements are needed.
- Predictive workforce scheduling: AI can forecast call volumes and agent availability more accurately, leading to optimized staffing levels.
- Real-time agent performance monitoring: AI can track agent metrics in real time and identify potential issues or opportunities for improvement.
- Agent attrition prediction: AI can analyze agent data to predict attrition risk and take proactive steps to retain top talent.
- Built on A Single Platform
- All Technology Necessary to speed time to Benefit and Customer Value
- Enhanced customer experience: Improved routing, faster response times, and more personalized interactions
- Increased operational efficiency: Optimized staffing, reduced costs, and improved agent productivity
- Data-driven decision-making: AI provides valuable insights into customer behavior, agent performance, and operational effectiveness
- Scalability: AI can handle increased call volumes and complexity without compromising quality
Contact Center Agent Experience
Mobile app to manage agent’s schedule
- Time off and shift change requests
- Rule-based auto-approval with manual exceptions
- Shift bidding/trading
Agent preferences and availability for greater scheduling flexibility
Bright Pattern
Delivering the Next Generation Communications Platform
Real-Time Agent Assist
AI-driven guidance for agents during live interactions.
Sentiment Analysis
Detects customer emotions in real time.
Intent Analysis
Identifies customer intent for faster resolution.
LLM
Enhances chatbot and agent responses with AI.
Supervisor Alerts
Notifies supervisors of critical interactions.
Autoscoring
Automatically evaluates agent performance.
Teleprompter
Provides scripted prompts for agents.
Transcription
Converts voice calls to text instantly.
AI Virtual Agent
Automates customer interactions with AI.
Interaction Analytics
Extracts insights from customer conversations.
NLU
Improves AI’s ability to understand language.
Workforce Management
Optimizes agent scheduling and workload.
