brightpattern.comBest Omnichannel Call Center Software | Bright Pattern

Products Omnichannel Platform Contact Center as a Service (CCAAS) Call Center Software Solutions Key Features Omnichannel Cloud Call Center Software Bots & AI Capabilities Interactive Voice Response CRM Call Center Software Omnichannel Quality Management Predictive Dialer Contact Center Mobile App CRM Integrations CRM Integrations Microsoft Dynamics 365 Salesforce Zendesk Oracle Service Cloud Hubspot Zoho Other Integrations Microsoft Teams Integrations WFO/WFM Overview ITSM Integrations Ivanti Service Management ManageEngine ServiceNow Pricing Solutions Call Center Software By Industry BPO Tech Healthcare Insurance Retail Travel and Hospitality Financial Services and Banking Telecommunications Government Utilities Education Call Center Software By Function Remote Call Center Solutions Sales and Marketing Customer Service Inbound Call Center Outbound Call Center IT Service Management Solutions Compliance Fully Compliant Call Center Software PCI-Compliance HIPAA Compliance GDPR Compliance TCPA Compliance SOC 2 Compliance Call Center Software for Visually-Impaired By Company Type Enterprise Mid-Sized Business Virtual Call Center Partners Partners Partners Become a Bright Pattern Partner Partner PortalAbout Bright Pattern Why Choose Bright PatternBlog Events News and Press Resources Customers Success Stories Contact Us Bright Pattern Sitemap Request a demo Search Close Play Video about Bright Pattern call center software Powerful, Easiest-to-Use Omnichannel Cloud Contact Center Software Omnichannel Communication Across Voice, IVR, Email, Chat, Text, and Messengers with Omnichannel Quality Management and a Powerful Mobile App Request a Demo # 1 Rated Contact Center #1 Contact Center, IVR, Dialer, CX Solution per TrustRadius 2023. 500 + Global Customers Spanning 26 countries in Americas, Europe, and Asia. # 1 Fastest Time to Deploy #1 per Omdia and G2 Crowd - Half of the Industry Average. Best Call Center Software The best call center software is a critical part of any business’s customer experience strategy. Businesses need the best call center solution for their call centers and contact center to facilitate seamless, personalized customer interactions. Call centers have always played an integral role in a business’s CX operations, being the first touchpoint as part of a customer journey. Call centers have come a long way, going from centers with basic call functionality only to fully-fledged digital interaction centers. Call centers now need to support digital channels like text messaging, SMS, messenger apps, web chat, mobile apps, social media, and more. Having advanced call center software is a necessity for modern customer service. Many people now communicate mainly on digital, mobile channels that extend beyond voice and email. To ensure that your business reaches a wider audience and makes it easier for customers to connect, you need a call center solution that is advanced and flexible that can help your call center agents deliver great customer service in the most efficient manner to your clients. The best call center software needs key features such as: Omnichannel Communication Omnichannel Quality Management Comprehensive CRM Integrations Efficient Automatic Call Distribution (ACD) Advanced Conversational IVR Plug-and-Play APIs for Third-Party App Integrations Efficient Auto Dialing Modes, including Predictive Dialing, Power Dialing, and Preview Dialing AI Integrations and Automation With these features, you can ensure that you are maximizing efficiency in your customer contact center while improving conversion rates, improving ROI, and boosting CSAT. One of the best features to have for your call center software is omnichannel communications. As opposed to a multichannel contact center solution, omnichannel contact center software is able to seamlessly connect with agents on any communication channel and switch between channels effortlessly. Bright Pattern, for example, allows your agents to switch seamlessly between any channel, including channels like: Voice Email Web Chat Text Messaging SMS Video Chat Chat Bot Messenger Apps Social Media …and more! Having a true omnichannel platform is critical to providing meaningful connections to your customers. It can help your business deliver… Flexibility in the CX journey. Personalization of any customer interaction A wider reach to a bigger audience Seamless channel switching A smooth agent experience Frictionless customer journeys from start to finish A boost in CSAT and NPS Better supervision and quality management capabilities Another key feature that the best call center software needs to have is comprehensive omnichannel quality management. Quality management is one of the most important functions within a call center, as it can help identify critical areas of improvement, lead to better agent training, and ensure high customer satisfaction. It can also help prevent negative interactions from being justify in the dark, allowing you to get a better view of your business performance. Compared to traditional quality management, omnichannel quality management allows your supervisors and agents to monitor 100% of interactions on all channels easily. This eliminates the tediousness and difficulty of managing quality on the numerous different communication channels. On the Bright Pattern platform, for example, omnichannel quality management is built-in due to its true omnichannel platform. With Bright Pattern’s platform, data and analytics from all channels are pooled into a supervisor dashboard, which can be used for a birds-eye view of every channel and the performance on these channels. Having an omnichannel quality management platform is a great tool for your business, because: Quality management data can be used by supervisors and administrators to identify key areas of improvement Data can be used to formulate strategies to deliver better customer service In-depth information can be obtained for each and every interaction on all channels Comprehensive feedback can be given to agents for retraining and performance improvement Aside from omnichannel-driven features, the best call center software needs comprehensive integrations with third-party applications. One of the most important integrations that the best contact center solution needs to have is a comprehensive CRM integration. A customer record management system serves as an important library for a business, as it can contain thousands, millions, even billions of important records. These customer records can be utilized to personalize the customer experience, improve interaction resolution time, improve the agent experience, and conduct comprehensive quality management. Because of how essential a CRM is to customer service, your business needs a call center software that can effectively integrate with any CRM, whether it is a third-party CRM or a natively-built CRM system. Bright Pattern’s contact center software, for example, is able to integrate with any CRM ,whether it is a third-party CRM or an in-house built record management system. Bright Pattern can integrate with vendors like: Salesforce ServiceNow Zendesk Hubspot Zoho Microsoft Dynamics 365 Bright Pattern can be nested within the CRM, and Bright Pattern can host the CRM on the agent desktop. Bright Pattern’s contact center solution allows for screen-pops, which means that customer information can be popped up on the screen when an interaction comes in. This gives your agents customer information at their fingertips. Delivering customer information at their fingertips helps them resolve customer issues faster and personalize the experience, boosting CSAT and key performance indicators (KPIs) for your business. Another integration that can provide a nice boost to the ROI and CSAT scores for your business is AI integrations. AI is a powerful tool that can be used for many applications in the contact center world. These applications include: Conversational IVRs that accept customer...