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News : Bright Pattern Introduces Two-Way Messaging and SMS
Bright Pattern, the cloud-based contact center software company, introduces two way SMS text messaging to its omni-channel customer service solution, which includes e-mail, mobile, web chat, voice and video.
Text messages are a reliable and often preferred channel of communication. 64% of consumers with texting capabilities would prefer to use texting over voice as a customer service channel (US Survey Report). Text messaging is often the only way to communicate privately in public, or when multitasking.
- More approachable than e-mail: average open rate of 98 percent (versus 22 percent for email).
- Reliable and timely delivery of information: SMS text messaging systems provide sender with delivery reports and 90% of text messages are read within 90 seconds! (Report by SinglePoint)
- Coverage: roughly 91 percent of the adult world population owns a cellphone and any mobile device enables them to read a text message. (Andreesen Horowits report)
Text notifications are a dead end without a two-way reply capability. In most cases, there is no way to reply to a notification if a person has questions. Even though some notifications give people the ability to reply, in most cases it is just a set of predefined answers.
Bright Pattern’s solution provides an easy access to a live person from any notification or text messaging self-service application.
"Texting is one of the most preferred communication channels," said Konstantin Kishinsky, CEO of Bright Pattern. "Our solution helps businesses to handle 2-way business texting over SMS and allows people to communicate with customer service using social messaging apps."
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About Bright Pattern
Bright Pattern offers the next generation of cloud contact center and customer experience management solutions. Based on ServicePattern platform, architected from the ground up as a cloud-based service, Bright Pattern offers the right blend of enterprise-grade functionality, reliability, and scalability not otherwise available in the industry. For more information, visit http://www.brightpattern.com/.
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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: Friday, July 31, 2015