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News : Bright Pattern Announces AI-Driven Conversational IVR and BrightStart Apps

#contactcenterworld, @brightpatternus

Nashville, Tenn., Jan. 17, 2019 -- Bright Pattern, a provider of enterprise omnichannel cloud contact center software for innovative companies, announced at Customer Contact Week (CCW) Nashville2019 two new additions to the Bright Pattern Customer Experience Platform: 1) a conversational IVR that leverages AI for smarter, easier self-service, and 2) Bright Start Apps that allow companies to turn on particular customer service capabilities quickly and easily.

Bright Pattern Conversational IVR
Customers overwhelming want self-service but few consumers enjoy self-service through traditional, high-effort IVRs. Touch tone or inflexible direct tree structure menus have traditionally been built "inside out" based on the desires of the business to deflect calls. Although these systems are antiquated and frustrate customers who have to memorize options and often try to "zero out" to a person, they are still the initial point of contact for many companies.

Bright Pattern's conversational IVR powered by industry-leading AI lets customers lead the conversation and choose the path they prefer. The conversational IVR also captures customers' exact phrases, providing insight into specific issues that customers are looking for via self-service. Using this data, the conversational IVR can learn, and be improved and updated continually through the voice of the customer.

"It's time companies just say no to the traditional IVRs that have frustrated customers for decades. With powerful cloud technology coupled with AI, consumers no longer have to deal with poor, rigid self-service options. AI-powered conversational IVRs are another step forward as we phase out traditional IVRs and revolutionize customer engagement," said Konstantin Kishinsky, Chief Technology Officer and Founder of Bright Pattern.


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Per Michael Maoz of Gartner*: "Customers expect forms of conversation to continue uninterrupted even if they need to shift from channel to channel. For example, a shift from a website visit to an exchange with a chatbot, to either a live chat with a human or a phone call, must happen with no loss of context. There should be no repetition, and a feeling that the transition was to lead to a better resolution of their issue."

Bright Pattern customer Roger Meador, Principal and Co-founder of TruSouce Labs, commented: "Bright Pattern is unique in their ability to offer enterprise power in an easy-to-use customer experience platform. They were among the first to offer emerging channels like Facebook Messenger in a true omnichannel platform and they are again changing the world of customer service with an IVR that customers will actually like to use. Power, unparalleled ease of use, and innovation are at the core of their cloud offering, and it's why we chose them."

BrightStart Apps
Bright Pattern is also announcing the first of configurable BrightStart Apps. BrightStart Apps allow brands to offer easier, faster journeys for their customers. Able to be turned on in just days, BrightStart Apps are preconfigured modules built in the Bright Pattern Journey Builder using a simple point-and-click workflow. 

Bright Pattern's Journey Builder is open to all partners and customers. Other BrightStart Apps will be released by Bright Pattern and partners later in 2019.

Ted Hunting, Bright Pattern Senior Vice President of Marketing, comments, "Our BrightStart Apps will allow companies to immediately deploy new capabilities nimbly and without the cost and time of a large IT staff. Today's businesses need to offer a great customer experience on the fly and can't afford to be limited by on premises-based systems or bolted-together cloud solutions. Our BrightStart Apps represent another step in our mission to revolutionize customer experience with an enterprise-powered cloud platform that is easy to use for companies of any size. We are bringing to companies of all sizes what the largest enterprises have tried to achieve and doing it with the speed of the cloud at a fraction of the cost of existing solutions."

#contactcenterworld, @brightpatternus


About Bright Pattern Inc:
Company LogoBright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
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Today's Tip of the Day - Every Contact Counts

Read today's tip or listen to it on podcast.

Published: Thursday, January 17, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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