Customers benefit when contact center services are convenient, need-focused, and offered through a range of access points. Bright Pattern’s ServicePattern contact center solution maximizes customer service with a blended interaction distribution that enables agents and customer contact through voice, web chat, e-mail, mobile app, and even video where suited to the needs of business. Agent desktops are equipped with a web application providing a multitude of tools to allow fine-tuned control of customer transactions with support for 4 major browsers. With an adaptable UI and access-based features, ServicePattern delivers a service that will drive business forward into the digital age.
Robust Management Tools
Supervisors are well-supported and empowered with a full suite of embedded applications in the ServicePattern platform for tracking agent performance, analyzing call data, and predicting future levels of business all activated within a few clicks. Agent statistics are updated and collated real-time within minutes, enabling quick feedback and rapid improvement. Customized alerts can raise awareness of trending issues and anomalies while screen and call monitoring are implemented seamlessly to allow improved quality management.
Support for Omnichannel & IVR
Controls for IVR and other options are supported by a visual web UI that enables drag-and-drop activation of scenario blocks for a workflow customized to unique business needs.
Outbound Call Automation
ServicePattern increases agent productivity in outbound dialing by supporting a predictive dialer with top-of-the-line algorithms to optimize sales leads and maximize agent time. The campaign operator dashboard contains multiple features to ensure right party contact scenarios in geographically relevant locations, with filtering for Do-not-call lists and other state-based regulations (Safe calling hours, curfews, TCPA, etc).
Security and Compliance
ServicePattern comes pre-loaded with all necessary standards and oversights required to comply with important regulations such as HIPAA, PCI, and TCPA. Data is encrypted and role-based to protect client information.
From confusing email thread order to limitations on signatures, daily logouts, and difficulty in searching for past emails, it presents several challenges for users.
Bright Pattern has been instrumental in helping us tailor the product to meet our requirements. It excels in user adoption, issue reduction, and responsive customer support. While the Salesforce integration could benefit from improvement, it does not overshadow our overall positive experience with Bright Pattern.
The Average Wheelhouse score for the Contact Center category is 7.7
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