3rd Party Remote Call Monitoring Feature

Texas, the Lone Star state, isn't normally affected much by severe winter weather. Nevertheless, it had a rare taste of it late last month when freezing rain, snow and plummeting temperatures whipped across the state. Schools were closed and business shut down. But, the Houston-based logistics and fulfillment company Zoyto remained unfazed and work went on as usual thanks to Bright Pattern’s next generation virtual contact center solution, Service Pattern.

ServicePattern enables remote agents, located anywhere, to work with full supervision. It provides next generation cloud contact center capabilities for managing the complete life cycle of customer engagement. It is designed to provide all the same applications and operational simplicity customer service agents have in a contact center.

Zoyto, intent on ensuring business continuity, was smart enough to realize that contact center agents would find it difficult to commute the next day because of bad weather. So, it asked agents to take their headsets along with them home and work from there.

“Our agents used their own home computers, both Apple (News - Alert) Macs and PCs, across a number of operating systems,” said Liz Chandler, director of contact center services, and added, “All they needed were their headsets, Internet access and a web browser.”

Zoyto weathered the storm admirably. Contact center agents did a full day's work, managers and supervisors monitored activities from home, and business didn't stop for a minute. Zoyto thus scored over the countless other Houston area businesses that remained closed.

Bright Pattern’s cloud contact center solution is designed to be easy to use, and with its flip-the-switch activation, can be deployed in just a few days. The platform helps lower costs, improve efficiency and unify the customer experience.

“Businesses that have not yet moved to the cloud are more likely to be shut down in response to severe weather events,” said Konstantin Kishinsky, CEO of Bright Pattern. “Zoyto, leveraging next generation cloud contact center technology, in contrast, was not impacted at all, and is learning from the event how to improve employee satisfaction and reduce turnover.”