What is Basic Rate Interface?
Basic Rate Interface (BRI) is a form of ISDN (Integrated Services Digital Network) that provides two 64 Kbps bearer channels for voice or data and one 16 Kbps data channel for control signaling. Commonly used in smaller contact centers or branch offices, BRI enables simultaneous transmission of voice and data over traditional phone lines. Though largely replaced by IP-based systems, it still plays a role in legacy telephony environments.
Benefits of Basic Rate Interface
Basic Rate Interface provides key advantages, such as:
Supports simultaneous voice and data transmissions
Enables digital call clarity over traditional lines
Offers cost-effective telephony for smaller setups
Simplifies integration into legacy phone systems
Provides stable, circuit-switched communication
Cloud-Based Agility
Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.
Connected Journeys
The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.
Omnichannel Unification
Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.
Customer Context
Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience
CRM Integration
Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.
Artificial Intelligence (AI)
AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.
Real-Time Management
Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.
AI & PCI Compliance
Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
