Bright Pattern, Inc.

11/25/2024

The collaboration between Ultima and Bright Pattern exemplifies how strategic partnerships can drive innovation and enhance customer experience. When we began working with Dave Hampton of Ultima, we wanted to provide an advanced end-to-end contact center platform and eliminate the challenges of disparate systems and a lack of integrations.

We enabled Ultima to automate its incident response process. Its system now informs impacted users via email or SMS, logs a ticket in the ITSM platform, and provides updates without requiring human intervention. This automation frees up human agents to handle other issues, allows for accurate assessment of the incident's impact, and enables proactive measures to prevent future occurrences.

Regarding performance metrics, Dave says, "The adoption has positively improved all of our telephony-based KPIs and SLAs that we have with our customers. We were going from struggling to hit average answer times - in the minutes. With the adoption of Bright Pattern, we're now regularly sub-20 seconds just through having a much slicker set of technologies."

He continues, "It's created or given us more intrinsic data and we've been able to create other KPIs and metrics that we weren't able to measure before - things like called deflection. Our old system wasn't able to tell us what was going on there, whereas Bright Pattern's been able to let us go into four or five layers deeper than we ever have been - to be able to understand not only how a call was coming in but also how we were able to even deflect it through an auto answering process, an auto agent, via a message, an IVR that was up on the system, or down to an engineer."

https://bit.ly/3V4FGjm

CX Today's Susie Harrison hosts Dave Hampton, Head of Managed Services at Ultima Business Solutions, to explore their evolutionary and mutually beneficial pa...

11/25/2024

The collaboration between Ultima and Bright Pattern exemplifies how strategic partnerships can drive innovation and enhance customer experience. When we began working with Dave Hampton of Ultima, we wanted to provide an advanced end-to-end contact center platform and eliminate the challenges of disparate systems and a lack of integrations.

For example, we enabled Ultima to automate its incident response process. Its system now informs impacted users via email or SMS, logs a ticket in the ITSM platform, and provides updates without requiring human intervention. This automation frees up human agents to handle other issues, allows for accurate assessment of the incident's impact, and enables proactive measures to prevent future occurrences.

Regarding performance metrics, Dave says, "The adoption has positively improved all of our telephony-based KPIs and SLAs that we have with our customers. We were going from struggling to hit average answer times - in the minutes. With the adoption of Bright Pattern, we're now regularly sub-20 seconds just through having a much slicker set of technologies."

He continues, "It's created or given us more intrinsic data and we've been able to create other KPIs and metrics that we weren't able to measure before - things like called deflection. Our old system wasn't able to tell us what was going on there, whereas Bright Pattern's been able to let us go into four or five layers deeper than we ever have been - to be able to understand not only how a call was coming in but also how we were able to even deflect it through an auto answering process, an auto agent, via a message, an IVR that was up on the system, or down to an engineer."

https://bit.ly/4g43g7X

CX Today's Susie Harrison hosts Dave Hampton, Head of Managed Services at Ultima Business Solutions, to explore their evolutionary and mutually beneficial pa...

11/11/2024

AI is revolutionizing contact centers by automating tasks, providing insights, and enhancing agent capabilities. However, human agents remain crucial for complex queries and empathetic support. A balanced approach, combining AI and human interaction, is key to delivering exceptional customer experiences.

While AI is poised to play an increasingly central role, the optimal balance between AI and human agents remains a critical consideration.

10/31/2024

We are thrilled to announce that we’ve won Buyer’s Choice Award from TrustRadius!

This award recognizes our commitment to providing an exceptional product and experience to our customers. Our omnichannel contact center software has been atop TrustRadius rankings year after year, rated #1 due to best capabilities, best value for price, and best customer relationship.

https://bit.ly/3YJVpqd

10/16/2024

Bright Pattern looks forward to seeing you at CCW Nashville on October 23-25, 2024!

Stop by booth #406 to chat with us about and see demos of our AI contact center suite including Virtual Agent, Transcription and Summarization, Agent Assist and Teleprompter, Interaction Analytics, Auto Scoring, Omni QM with Auto Scoring, etc. Also learn more about our new WFM.

09/18/2024

We're thrilled to announce that we have partnered with 2P Perfect Presentation to deliver AI-powered contact center solutions across the Kingdom of Saudi Arabia.

This partnership reflects our joint commitment to providing innovative technologies that elevate customer experience and drive operational excellence.

Together, we are ready to transform customer interactions and shape the future of contact center technology.

https://bit.ly/3zzUKhj

“We chose to partner with Bright Pattern because they are distinguished by providing omnichannel contact center solutions that offer continuous innovation and AI capabilities.”— Ehssan Doughman

08/28/2024

Bright Pattern is excited to attend CCW Nashville 2024 from October 23-25. Stop by booth #406 for demos of our AI-powered omnichannel contact center software with transcription, Agent Assist, Interaction Analytics, auto scoring, and more.

04/29/2024

Bright Pattern is excited to be a sponsor at Customer Contact Week Las Vegas on June 3-6, 2024! CCW Las Vegas is the world's largest customer contact event. Join us at CCW and stop by for a 1:1 meet up, live demonstrations, and thought leadership discussions from our team.

We will host a workshop [5 Use Cases for Elevating Customer Connections with AI Strategies] on Tuesday, June 4 at 11am with senior members of our team.

03/21/2024

What are the benefits of combining UCaaS and CCaaS in business communications?

Industry experts share their thoughts on the benefits and trends of this merge including: switching between channels more easily; improving CX and EX simultaneously; better pricing and simplified support; seamless communication across every touchpoint; better management and fewer integration issues.

Michael McCloskey, CEO of Bright Pattern
Neal McMahon, Regional Sales Leader at Avaya
David Evans, VP of Product Development at GoTo
Carlos Aragon, Senior Director of Applications Product Marketing at Vonage
Ben Neo, Head of Zoom Contact Center and CX Sales, EMEA

https://bit.ly/3voCcic

02/27/2024

Bright Pattern is thrilled to partner with Arthur Lawrence, a leading global management and technology consulting firm that provides advanced solutions to improve customer experience in the Middle East and African markets.

We are incredibly fortunate to continue delivering effortless CX in the contact center space and expand internationally with the most reputable and adept of organizations.

02/20/2024

Join us at Leap to explore the future of customer service with Bright Pattern's AI-Powered Cloud Contact Center solution. Secure your spot now at https://bit.ly/3UERt8N. Let's take a giant leap forward together!

02/15/2024

Unlock the ultimate customer experience journey at CCW Kongressmesse Visit https://bit.ly/48c7N3P and Use code 7533161 for FREE registration and join industry leaders at the forefront of innovation. Don't miss out – grab your voucher now!