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Bright Pattern Call Center Software

The choice of enterprises of all sizes and across various industries

Bright Pattern

Bright Pattern is a cloud, multi-tenant architected platform that is secure, compliant and fault-tolerant for continued operations during maintenance updates. It offers detailed reports, quality management tools and CRM integrations. Bright Pattern offers innovative cloud contact center solutions that empower mid- and enterprise-size business to deliver great customer experience across all communications and messaging channels. In 2018, Bright Pattern was recently recognized by Ovum as a Market Challenger and by Gartner as a leader in the Call Center FrontRunners Quadrant. Bright Pattern services customers from its datacenters in the United States, Australia, Tokyo and Singapore.

Inbound Voice Calls & SMS

browser

FULL CALL CONTROL FROM BROWSER

Regardless of the agent call delivery option used—be it a built-in softphone, SIP phone, WebRTC, DID, or dial-out with the line open—calls are fully controlled from the Agent Desktop web application

trans

CALL TRANSCRIPTION

Call transcripts in a customer’s activity history help agents understand the meaning of phone calls quickly, in their context. In addition, transcripts assist managers in easily searching interactions across voice, messaging, and email conversations, as well as leverage cognitive technologies

drop_call

DROPPED CALLS CONVERSATION CONTINUITY

When a customer redials within minutes of dropping a call, the call is delivered to the same agent that helped the customer, bypassing IVR and queues and resuming the interrupted conversation

drop_call

IN-CALL AND STANDALONE SMS MESSAGING

At any time during a call, a customer or an agent may send SMS messages to each other

queue

VIRTUAL QUEUE WITH CALLBACK

During peak call volumes, callers have the option to hang up and receive a callback when an agent becomes available, in the same order that the original call was received

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PRE-RECORDED MESSAGE PLAYBACK

Agents can pre-record frequently used messages in their own voice and play them during calls to improve efficiency and consistency

Routing

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AUTOMATIC CALL DISTRIBUTOR

Calls and other interactions are automatically distributed to the right agents based on a combination of interaction and agent properties

routing

SKILLS-BASED ROUTING

Skills-based routing lets administrators precisely and fairly distribute interactions to agents, targeting the available agents who are best fit to handle the interaction at hand

omni

OMNICHANNEL CAPACITY AND OVERRIDES

A unique agent capacity model used in our BPCC routing engine allows agents to handle multiple interactions of various types with overrides (e.g., calls can override emails)

priority

PRIORITY ROUTING

Contacts who have been identified as high-priority can enjoy shorter wait times—or even no waiting at all—when using our priority-routing feature

region

SAME REGION (FOLLOW-THE-SUN) ROUTING

Same-region routing helps to keep calls closer to agent teams, with global overflow when no one closer is available or when wait times are too long

per_routing

PERSONAL ROUTING

Interactions with an identified contact (i.e., a contact identified using data from a CRM) can be routed to the same agent and/or an agent from the same team who previously helped that contact

Omnichannel Scenarios, IVR and Workflow

ivr

INTERACTIVE VOICE RESPONSE (IVR)

IVR scenarios are easily defined using our drag-and-drop visual editor

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MULTIPLE BUILT-IN INTEGRATIONS FOR DATA ACCESS

A number of data access integrations are available as user-friendly scenario blocks, with point-and-click configuration

rest_api

RESTFUL API AND DIRECT DB ACCESS

Web service access via scenario blocks and blocks for direct DB access offer flexibility beyond integrations offered out-of-the box

email

SMS AND EMAIL CAPABILITIES

Scenarios can send emails and SMS messages for notifications, transcripts, and survey requests, as well as provide confirmation numbers and other written information

automation

WORKFLOW AUTOMATION

After all interactions are finished, many triggers, including call dispositions, can start a workflow scenario that automates processes using scenario-based communication and integration/data access blocks

omniscenario

OMNICHANNEL SCENARIOS

Voice calls, chats, and workflows are driven by the same scenario mechanism, with shared communication and integration/data access blocks

AI, Bots and Cognitive Technologies

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AUTOMATED CONVERSATIONS USING BOTS

A number of bot integrations are available, from simple to complex. Bots can connect agents at any time to keep customer satisfaction high

auto_human

AUTOMATION WITH A HUMAN TOUCH

Bots can connect an agent and an agent can add a bot to a chat conversation to handle simple tasks and frequent requests at any time

agents

INTELLIGENT ASSISTANCE FOR AGENTS

AI systems can be used to track conversations and provide possible replies to agents

tracking

SENTIMENT ANALYSIS, TRACKING AND ROUTING

Sentiment analysis across channels allows agents and supervisors to focus quickly on problematic conversations

quality_mng

QUALITY MANAGEMENT AUTOMATION

Our automated QM features help quality management coaches to select conversations requiring attention

insight

INSIGHT ON CHANGES IN CUSTOMER BEHAVIOR

See what customers are talking about, and track changes of subjects over time

Email Handling

push&pull

PUSH AND PULL DISTRIBUTION MODES

Using the email service queue, messages can be either pushed to “ready” agents or placed into a shared queue for assigned agents to pull

service

SERVICE LEVEL MANAGEMENT

The time remaining before a service level commitment is breached is used to prioritize messages in the queue

keyword

KEYWORD AND SENTIMENT ROUTING

Keywords and sentiment values extracted by Natural Language Understanding could be used to route and prioritize messages

case_track

AUTOMATIC CASE CREATION AND TRACKING

Each message is kept in a case—a virtual folder that is automatically created and updated—with the history of all communications with all related parties, irrespective of channel

follow

FOLLOW-UP QUEUE

Agents can mark replied-to cases for follow-up, and return to them at a later date to prod unresponsive parties or update customers of new developments

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BUILD-IN KNOWLEDGE BASE

A built-in Knowledge Base helps maintain training levels and consistency of replies. Knowledge Base supports full text search, use frequency, and content import and export

Web Chat

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POINT AND CLICK WIDGET CONFIGURATION

All aspects of chat widgets, chat forms, and proactive chat can be edited and customized in our intuitive editor UIs without having to code or re-upload HTML chat snippets

proactive

PROACTIVE CHAT

Using point-and-click configuration, different offers can be popped based on a web page, various other conditions, or in combination

timer

RESPONSE TIMER

A handy visual timer shows agents which customer they are chatting with and how long they have been waiting for their reply

notification

WEB NOTIFICATIONS

Web notifications remind customers about their chat sessions, which helps to reduce customer-abandoned chats

auto_bot

COBROWSING

Customers can share their screens with agents during a chat on a company’s website, allowing agents to follow the customer’s screen movements and clicks

escalation

VOICE AND VIDEO ESCALATION

When enabled, customers and agents can upgrade their chat conversation to a phone call or audio-video call over the Internet at any time

Messaging Apps

richChat

LEVERAGING EXISTING APP FOR RICH CHAT

Customers can chat with agents using their favorite messaging app, with the capability to send stickers, files, emojis, and more

clientLoc

RECEIVE CLIENT'S LOCATION

Agents can receive a customer’s geographic location, directly in a messaging app

msgHop

MESSENGER HOPPING

Switch between messenger apps and SMS texts on the fly for seamless conversation continuation

accIdn

ACCURATE IDENTIFICATION

Customers with known messaging app accounts are automatically identified with 100% accuracy

botAI

BOTS AND AI

Messaging apps and web chat can start with and be handed off to a bot. AI-based natural language understanding is used to analyse chat content for sentiment and subject

pointChnl

POINT AND CLICK CHANNEL ENABLEMENT

Messaging app accounts are easily configured by copying and pasting authorization strings into call center configuration

Contact & Case Management

allLconver

ALL CHANNELS—ONE CONVERSATION

Agents can talk to a person irrespective of the channel or combination of channels used. Calls, chats, and emails can come and go, and the conversation continues

continuity

CONVERSATON CONTINUITY

When a call is dropped, a redial will bring a customer back to the same agent who handled the call. When a customer calls the next day, the customer can start by referring to the email they sent earlier

activity_his

MESSENGER HOPPING

At-a-glance communication history gives agents detailed information about customers, such as the time of the last interaction, transcripts, and notes from agents who handled them

auto_popu

AUTOMATIC CONTACT POPULATION

If a contact is present in a linked CRM, the local contact is created automatically and linked to the source

customer_com

CUSTOMER COMMUNICATIONS HISTORY AT A GLANCE

Messaging apps and web chat can start with and be handed off to a bot. AI-based natural language understanding is used to analyse chat content for sentiment and subject

augmentation

CONTACT DATA AUGMENTATION

Supported data append and augmentation providers can help pre-populate new contact data and augment existing contact data with information in the cloud

Reporting & Analytics

realTime

SUPERVISOR REAL-TIME ACTIONABLE DASHBOARDS

Supervisors can quickly view metrics about their assigned service queues and campaigns, teams and agents with associated statistics, alerts, and actions, all in real time

wallboards

WALLBOARDS WITH POINT-AND-CLICK CUSTOMIZATION

Customizable global and personal wallboards display real-time stats, metrics, and other data for agents, teams, and supervisors

omniReports

OMNICHANNEL REPORTS

Detailed reports include data for all interactions and associated statistics, irrespective of channel

dragDrop

DRAG-AND-DROP REPORT BUILDER

With point-and-click ease, create custom reports by selecting columns to display in each table, saving and scheduling resulting data sets, and more

scheduled

SCHEDULED AND AD-HOC REPORTS

Run reports by setting parameters on the fly, or schedule periodic deliveries with preset values

third_party

3RD-PARTY ANALYTICS DATA ACCESS

Work with data from Tableau, Amazon Quicksight, Zoho Reports, Google Data Studio, Zoomdata, and more

Outbound Voice

modes

ALL DIALING MODES

Predictive, preview, progressive, and manual preview modes let campaign operators tailor dialer for any list quality and/or desired agent engagement

extensive

EXTENSIVE LIST SORTING AND FILTERING

Fine-tune lists by sorting and filtering to maximize output, work with multiple call center operations, move records from campaign to campaign, and prioritize hot leads

optimal

OPTIMAL CALLING HOURS

Maximize answer probability and compliance with safe calling hours windows linked to recorded area and postal codes

accurate

ACCURATE CALL PROGRESS ANALYSIS AND ANSWERING MACHINE DETECTION

Automatically detect when an answering machine or a live person has accepted a call, and know when to leave messages and when to connect live callers to agents—all while staying in compliance and maintaining a high predictive connection rate

rightParty

RIGHT PARTY CONTACT

With predictive permission based dialing, agents reach the correct party every time, thus increasing agent utilization and decreasing call abandonment

calledId

DYNAMIC CALLER ID ASSIGNMENT

Improve the likelihood of a call being answered when dialing from phone numbers close to the target. The caller ID is specified automatically or defined per list record