Bright Pattern launches world’s first omni-enterprise contact center platform
CALIFORNIA, UNITED STATES — South San Francisco-based Bright Pattern has launched the world’s first omni-enterprise contact center platform, which allows any employee, even those outside the contact center, to connect with customers across all channels.
The release of this innovative platform comes on the heels of several milestones for the company in 2022, including gaining over 500 customers, a #1 rating based on customer reviews, record revenues and bookings, and ten consecutive quarters of profitability.
The new Omni-Enterprise CX platform is an all-in-one, comprehensive, enterprise-grade contact center solution with all channels native to the platform. It boasts 99.999% availability, making it a reliable and powerful contact center solution with the industry’s fastest deployment time.
Bright Pattern’s platform provides omnichannel conversations for customers and contact center agents through a unified desktop, simplifying and personalizing interactions. Agents can easily view every interaction, switch between channels as needed, and access prior customer journey history.
The platform also includes omnichannel quality management, which uses AI or low-effort surveys to monitor 100% of interactions across all channels. Supervisors can review, score, and coach agents to improve CX, and when quality falls below target metrics, they can immediately address individual interactions.
Omni-Enterprise CX extends its capabilities to any employee with the Bright Pattern Mobile app, enabling users to handle voice calls, messages, web chats, or SMS with customers directly from their mobile phones. Integrating the mobile app with the platform allows companies to access enterprise-wide CX productivity metrics for employees through Bright Pattern dashboards.
“We see Omni-Enterprise as the next step into the future beyond omnichannel. Just as omnichannel communication breaks down channel silos for customers and agents to improve CX, omni-enterprise breaks down organizational silos allowing anyone in the company to help customers and drive greater company-wide productivity to improve CX through any employee,” explained Bright Pattern Senior Vice President of Marketing Ted Hunting.
Several innovative companies have already adopted Omni-Enterprise CX in industries such as retail, healthcare, and non-profit. These include a leading big-box retailer in Asia and an innovative healthcare startup.
Bright Pattern is a leading provider of simple, powerful omnichannel contact center solutions, serving over 500 customers in 26 countries, including Bank of America, Pepsi, and Sun Country Airlines.
