The ins and outs of virtual contact centers. What's working, what's not.

1. The Ins and Outs of
Cloud Contact Centers
A min-ebook for customer
experience managers.

2. 2
The Ins and Outs of Cloud Contact Centers
© 2013 Bright Pattern, Inc., All Rights Reserved
You may freely share this publication provided you do
so in its entirety, and un-modified from the original.

3. 3
Table of Contents
The Challenge…….…………………..…..4
Point Solutions………..…………….…….5
Consultant Armies...……..…………..….7
Finding High Quality Agents……...…...9
Siloed Systems……………………..…….11
ServicePattern…………………..………..13

4. 4
The Challenge
Sales and customer service contact centers are under
increasing pressure to increase efficiency and effectiveness
with limited budgets.
This is not news, but these three factors are making the
situation even tougher:
 Slow economic recovery means restricted budgets.
 Hypercompetition increases pressure to deliver.
 Years of empty promises from vendors about how the cloud
would solve your problems.

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What’s Out
Integrating Point Solutions
After months or years of effort, and tens or hundreds of
thousands of dollars, you end up with a brittle system that still
doesn’t:
 Give you 360-degree insight into customers.
 Scale responsively.
 Provide reports with actionable insight.

6. 6
What’s In
Native Multichannel Support
It could not come from any legacy vendor. It had to be built
from the ground up.
 Designed for the way you work and with your goals in
mind.
 Massively scalable, state-of-the-art innovative multichannel
cloud technology.
 Nimble and agile solutions built by the same people who
previously delivered systems handling millions of customer
transactions each and every day.

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What’s Out
Spending Money on Armies of Consultants
A whole industry has grown up to help you integrate point
solutions in your contact center. The results:
 Internal IT staff doesn’t spend time on other priorities.
 Seemingly never-ending integration budget spending.
 Agents still end up with five or more apps on their screen.

8. 8
What’s In
Reallocating Budget to Training
With a holistic cloud platform, the integration is innate—it’s
there from day one. This allows you to:
 Train staff so they are more effective in helping customers
the first time, every time.
 Support additional features and customer engagement
channels.
 Make your customers happier and more loyal.

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What’s Out
Struggling to Find and Keep High Quality Agents
Even in this tough job market, it’s hard to secure high quality
agents and keep them on the phones (or web chat) day after
day.
 Turnover ruins productivity.
 Training costs are too high.
 Lack of staff means longer hold times for customers.

10. 10
What’s In
Tapping Into a National Talent Market
You can hire the best agents to work in your virtual contact
center wherever they are. All they need is a broadband
connection and web browser.
 Tap the pool of national job applicants.
 See when they are online and engaging customers.
 Use whisper coaching, barge-in, and all of the other tools
you would if they were in the same building.

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What’s Out
Siloed Systems and Islands of (mis)Information
When you use multiple point systems, you end up with islands
of information, much of it wrong, and impossible to normalize
for ‘big data’ analysis.
 Customers are frustrated by agents who lack access to ba-
sic information and engagement histories.
 Agents are frustrated by multiple, inconsistent, user inter-
faces.
 Managers are frustrated by an inability to get insightful
cross-functional, cross-channel reports.

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What’s In
Unified Customer Experience
A common cloud platform built from the ground up is the
unifying solution that you always wanted and increasingly need.
 Close more cases on the first interaction.
 Successfully handle more cases with self-service.
 Improve customer satisfaction measurements, and overall
customer experience.

13. 13
What’s In? ServicePattern™
Next Generation Cloud Contact Center Software
ServicePattern has been developed by industry veterans to help
you impove the customer experience and better monetize
customer engagement data.
 Most scalable platform.
 Native multichannel support.
 Unified customer experience.

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Bright Pattern, Inc.
1111 Bayhill Drive
Suite 275
San Bruno, CA 94066
www.BrightPattern.com
Say goodbye to overly complex and costly contact center infrastructure. Bright Pattern offers the next gen-
eration of cloud-based contact center and customer experience management solutions. With flip-the-switch
activation, you can deploy in days and make changes in minutes. As a multichannel, unified, fully featured
solution, our ServicePattern™ platform helps you manage the complete life cycle of customer experience.
Architected from the ground up as a cloud-based service, Bright Pattern offers the right blend of enterprise-
grade functionality, reliability, and scalability not otherwise available in the industry. ServicePattern supports
inbound contact center, outbound contact center, blended and predictive dialer applications.