Bright Pattern Announces Omni-Enterprise Contact Center Platform

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Bright Pattern’s innovative Omni-Enterprise capabilities allow any employee (even people outside the contact centre) to connect to customers on any channel

Bright Pattern, a cloud contact centre, announces the world’s first omni-enterprise contact centre platform in the latest release. This latest release is an industry-first innovation for companies looking to improve CX, drive greater enterprise productivity, and drive digital transformation with messengers and mobility. 

Bright Pattern’s provides an all-in-one, comprehensive, enterprise-grade contact center platform with all channels native to the platform. 

• Omnichannel Conversations: Bright Pattern provides agents with an omnichannel desktop to handle all interactions on every channel via a “single pane of glass.” This reduces the effort for both customers and agents, allowing for an easy, personalised conversation. 
• Omnichannel Quality Management: Bright Pattern Omni QM monitors 100% of interactions on any channel and allows supervisors to review, score, and coach agents to improve CX. Supervisors can search for any interaction using keywords or sentiment, review screen and voice recordings, and coach agents. 
• Omni-enterprise CX™: Any employee can be connected to any customer on voice and digital channels via an omnichannel mobile app. Bright Pattern Mobile is an omnichannel communication app for iPhones and Android that is powered by the Bright Pattern platform. 

“We see Omni-Enterprise as the next step into the future beyond omnichannel. Just as omnichannel communication breaks down channel silos for customers and agents to improve CX, omni-enterprise breaks down organisational silos allowing anyone in the company to help customers and drive greater company-wide productivity to improve CX through any employee,” noted Ted Hunting, SVP of Marketing, Bright Pattern.