A Better Way to Deploy Cloud Contact Center Software

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Chances are likely your customer service agents are already using cloud contact center software. But when you think about it, your agents are only partially in the cloud. After all, they are still operating on physical machines like laptops, desktops and tablets.

This hardware is expensive to purchase and maintain, especially for large contact centers that must provide for hundreds or thousands of agents. Hardware is also risky. A machine can be lost, stolen or compromised — making your organization a sitting duck for a data breach if a stolen endpoint contains sensitive, locally-stored data.  

The trick is to reduce your contact center’s reliance on physical hardware, while still providing agents with the tools they need to do their jobs.

Bright Pattern has solved this problem, thanks to a new partnership with Dizzion — a fully-managed, end user computing platform provider. Dizzion’s virtual desktops provide a secure, consistent desktop experience to your agents regardless of device or location making them a great solution for managing distributed workforces.

Now, you can choose to deploy Bright Pattern’s leading cloud contact center platform over Dizzion’s virtual desktop. Dizzion’s cloud desktop can be virtually deployed onto your agents’ existing machines, or by using a product called zLink which is an external device that plugs into a computer monitor.

With this type of setup, an agent can log into a virtual application, where he or she would find the Bright Pattern cloud contact center platform. Both applications would function independently from whatever device or operating system the agent is using.  

Here are some ways your business can benefit from this partnership:

Enhance security: Research shows internal actors are responsible for 43 percent of data breaches. This is a big problem for contact centers, as agents often have direct access to consumer data. Dizzion’s cloud delivered desktops safeguards against malicious insiders through more than 100 user controls that prohibit an agent’s ability to take actions such as copying and pasting, taking screenshots, or using USB devices.

Dizzion offers a dedicated resource pool with a security gateway, authentication server and connection broker. Dizzion also offers physical and virtual firewalls, with built-in antimalware protection. What’s more, Dizzion offers PCoIP encrypted end-user connections and PCI-DSS/ HIPAA-HITECH physical security certifications, as well as IDS/IDP, WAF, log monitoring/ inspection and optional file integrity monitoring. Additional security components include dual factor authentication, Single Sign On and optional mobile device management.

Improve voice quality:  Dizzion’s software is optimized for VoIP usage. Agents will have clear, reliable VoIP connections with minimal latency and jitter.

Guarantee uptime: You’ll never have to worry about uptime or availability. Dizzion’s software runs on hardened, redundant data center infrastructure with redundant load balancers and customer/ control plane routing and switching options. Dizzion also provides redundant server and storage infrastructure for automated recovery and high availability.

Reduce complexities: Hardware trouble-shooting and time spent on patching, updates, maintenance, and break-fix can be significantly minimized for your IT organization so they can instead focus on business growth.

“We’re really excited because this is a true cloud solution, built for an on-the-go type of worker,” explained our Cloud Solutions Architect, Nick Deininger.  “It’s very secure and optimized for communication in general — not just for voice. For customers, the result is a true omnichannel experience. Dizzion adds a tremendous amount of value to the communication platform that we offer.”  

Darren Prine

About Darren Prine

As a Senior Sales Executive with Bright Pattern, I help contact centers improve their customer engagement, customer experience and agent utilization. Contact centers leverage our technology to allow customers to connect via virtually any media channel, device or application. Not only that but but customers/agents can move from one channel to another such as voice to SMS or from chat to voice.

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