How Bright Pattern and Dizzion team up to create an evolved, disruptive solution for advanced contact centers

1. CONTACT CENTERS
OF THE FUTURE
As customer service trends change and consumer demands for service and security
expand, contact centers need to evolve in order to keep up. What services, features and
technology will BPOs and contact centers need going forward to capture more business
and meet client demands?
DIZZION.COM | BRIGHTPATTERN.COM

2. CONTACT CENTERS OF THE FUTURE
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Contact centers are the main point of consumer contact for businesses across industries.
From technical support to ordering services, a poor contact center experience for a
consumer can taint their opinion of a company.
With this much responsibility and pressure, business process outsourcers (BPOs) and
contact centers need to offer the must cutting edge solutions and service options in
order to provide the best experience and win (and keep) business.
Dizzion, a provider of fully managed VDI and end user computing solutions, and Bright
Pattern, a provider of cloud contact center software, teamed up to take a look at six
contact center trends you absolutely can’t ignore.
REMOTE AGENTS
OMNICHANNEL
COMMUNICATION
SECURITY
TECHNOLOGY
INTEGRATION
COMPLIANCE
THE CLOUD

3. The workforce’s desire to work remotely is growing, and smart BPOs will take advantage
of this trend. Hiring remote agents not only gives contact centers access to a larger (and
often more affordable and loyal) pool of talent, the practice also saves money.
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Remote Agents
The Competitive Advantage
• Easily provide access to agents with expertise, specific talents,
language skills or local licensing
• Increase employee retention
• Scale fast since you’re not confined to a local agent pool
• Ensure full-day coverage by having agents across time zones
• Lower overhead means higher profit margins — companies can save
$10,000 annually per remote worker
of employees think a
flexible and remote work
schedule would increase
their productivity
65%
Key
Question
Will you provision remote workers with devices or implement a BYOD
+ virtual desktop model?

4. Businesses and the public are becoming hyper aware of the dangers of a data breach.
With the average cost of a breach reaching $4 million and more than 50% of consumers
saying they’d switch brands if they don’t feel their data is secure, clients are going to
demand strong security measures from the BPOs handling their sensitive customer data.
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Security
The Competitive Advantage
• Isolated desktop environments keep client data separated and secure
• Tight user controls lets clients decide what data and functions agents
can and can’t access
• Detailed security plans can help win business
• Good security can support your good reputation, attracting more
clients
the number of data
breaches reported in
2016 — a record high
1,000+
Key
Question
How do you extend security and control measures to all agents,
regardless of location or device?

5. Compliance fines are increasing, both for the companies that own the data and for business
associates that might be responsible for a breach (like a contact center). The successful
BPOs of the future will have a well-defined way to address top compliance standards (like
PCI and HIPAA) and solutions in place to back up those plans.
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Compliance
The Competitive Advantage
• Client demand for compliance is growing — be able to say “yes”
when asked if you offer a compliant solution
• Be a better business partner by making it easier for client
organizations to achieve and maintain compliance
• Offer compliant services with work at home agent solutions
the average total cost
of a data breach
$4m
Key
Question
Is every part of your service offering (including the software vendors
you work with) compliant?

6. Modern consumers are demanding more personalized customer service across all the
channels they use in their personal lives. In order to meet these expectations, contact
centers need technology that supports integrated multichannel communication and enables
customers to communicate on the channel they prefer – from phone to social media.
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Omnichannel Communication
The Competitive Advantage
• Enable clients to provide convenience and choice to their
customers with channels that fit into their lifestyle
• Maintain rich context across all channels to improve the customer
journey
• Provide personalized interactions with customers to improve
CSAT and increase lifetime value of the consumer
Key
Question
Does your contact center software vendor offer omnichannel
capabilities with omnichannel routing and seamless escalation
between channels?
the average number
of customer service
channel choices
9

7. Take advantage of today’s technology solutions to increase agent productivity. Select
contact center software that offers out-of-the-box CRM integrations with leading CRM
providers. It is important to partner with a contact center vendor that provides a seamless
integration to top CRM providers with an integrated user interface, click to call, screen
pop and activity history that is automatically saved with the ticket.
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Technology Integration
The Competitive Advantage
• Increased agent productivity through automation and single sign-on
• Integration minimizes the need to repeat information on transfer
and allows personalized interaction based on prior CRM data
• Out-of-the-box integrations provide cost savings, as there is no need
to install and maintain integration software on agents’ computers
of customer support
channel data is not
shared between teams
42%
Key
Question
Do you have a unified agent desktop across all channels in
your CRM?

8. To survive in this economy, customer support and contact centers require fast, flexible,
reliable and efficient technology to provide a top notch customer experience. Many BPOs
looking for a new contact center vendor are switching to a pure cloud product to reap the
many benefits provided over a premise-based solution.
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The Cloud
The Competitive Advantage
• Cloud solutions are fast and easy to deploy, meaning quicker time
to productivity
• Transform financial structure from large, upfront CAPEX required
with premise-based technology to consistent monthly OPEX
• Because cloud solutions are often delivered as a managed service,
the provider is responsible for upgrades and maintenance
of businesses feel
cloud computing
has given them a
competitive advantage
74%
Key
Question
Is the cloud solution scalable and reliable enough for your contact
center needs?

9. ABOUT
DIZZION
Dizzion is a global provider of end user computing
services, including cloud delivered Desktops as a
Service (DaaS) and complementary offerings like secure
endpoints, application delivery and storage. The company
delivers the next generation of virtual desktop solutions
to meet the demands of a global workforce in industries
with stringent security and compliance needs, including
BPO/contact center, financial services, healthcare, legal
services and insurance. Dizzion’s mission is to enable
users to securely access applications and data from any
device, anywhere increasing mobility and productivity.
Learn more at www.dizzion.com.
ABOUT
BRIGHT PATTERN
Bright Pattern provides multichannel cloud contact
center software enabling rich customer experiences
across popular channels including phone, email, chat,
video, social networks, SMS, messaging, and mobile
applications. Bright Pattern’s multi-tenant software
runs in public clouds such as Amazon Web Services or
Microsoft Azure, Bright Pattern’s own optimized data
centers or enterprises’ data centers.
Learn more at www.brightpattern.com.
LEARN MORE
Learn more about how Dizzion + Bright Pattern improves contact center efficiency.