San Bruno, Calif., April 30, 2019 -- Bright Pattern "makes The Connection" by transitioning The Connection, BPO from outdated on-premises-based technology to the cloud to benefit from instant innovation, reliable uptime, flexibility, and scalability.
The Connection needed to move from the current legacy system to a more robust CX platform. They wanted to provide customers a full suite of omnichannel solutions, including SMS/text, web chat, and a self-service IVR. "We were extremely entrenched in the [old] technology," said Ken Unruh, CTO of The Connection. He added, "But we needed to get into something that was more flexible and scalable." So, after 20 years with its legacy provider, the search was on to find a new CX platform provider.
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.
About The Connection:
The Connection is a U.S.-based live operator inbound contact center and service agency. For over 31 years, we have helped leading national corporations outsource their customer service and sales calls. Our fully automated, state-of-the-art call center equipment and custom software enables The Connection to field thousands of calls daily for each client with a high degree of professionalism and customization. We have the capacity to handle over 100 million calls a year. This capacity provides our clients with the best of all worlds: superior quality, experience, and hands on service coupled with the advanced technical capabilities of the finest contact centers in the country.
Published: Tuesday, April 30, 2019
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