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.
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."
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."
About Bright Pattern Inc:
Bright 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.
Published: Thursday, January 17, 2019
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