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ACD in a Modern Contact Center

Aug 31, 2017 7:00:00 AM

Over the last 10 years customers have begun demanding companies to communicate over multiple channels seamlessly, which has pushed contact centers to strive for better customer service through more innovative omnichannel call center technology....

When it comes to Customer Service, Bright Pattern is Winning!

Aug 22, 2017 7:00:00 AM

We are proud to serve another quarter as a top provider on the GetApp Call Center Category Report! The scores are in and Bright Pattern earned 4th place, putting it ahead of notable competitors like Five9, inContact and Genesys. The scores are... is Rated Top Chatbot Provider for Enterprise Customer Service by Forrester Research

Aug 18, 2017 5:59:29 AM

Bright Pattern congratulates for their outstanding placement as a Top Provider of Chatbots for Enterprise Customer Service in a recent report by Forrester Research.

Gartner Cloud Contact Center and Frontrunners Reports - Siblings or Rivals?

Aug 11, 2017 5:00:00 AM

Gartner has been earning a strong reputation based on its industry analysis of information technology since its founding in 1979. The company is known for its Magic Quadrant reports. It covers the contact center industry with three reports:...

Game of Thrones in the Customer Service Space: Will ServiceNow Win the Crown?

Aug 2, 2017 6:00:00 AM

Much like in the popular HBO show Game of Thrones, there is a noticeable fight happening in the customer service space. A fight to be the number one communication software provider. But who will take the crown?

Telecom Expense Management in Call Centers

Jul 28, 2017 7:00:00 AM

Voice call charges constitute a significant share of call center expenses. Usually voice call costs are viewed from a service performance perspective—how agents could finish calls earlier, or how they could prevent additional calls—or from a...

Contact Center Industry Leaders’ Impression of Amazon Connect

Jul 20, 2017 7:00:00 AM

March of this year, at Enterprise Connect, Amazon launched Amazon Connect and entered into the Customer Interaction Management and Contact Center Industry. Although there has been a lot of buzz around the announcement, industry experts have...

Natural Language Understanding for Quality Management and Business Insight in Contact Centers

Jul 13, 2017 5:00:00 AM

In contact center quality management, detecting which calls need a coach’s attention typically requires listening to a seemingly empirical selection of calls, which is not very productive. For businesses, the question, “What's the trend with my...

Cloud Contact Center Data Augmentation: Customer Intelligence Like You’ve Never Seen it Before

Jul 11, 2017 6:00:00 AM

The currency of the contact center is information. We have always used consumer data to drive exceptional customer service, but in the last few years many vendors have been utilizing technology in new ways to create and optimize information like...

Artificial Intelligence: The Cause of the Speech Renaissance

Jul 6, 2017 6:00:00 AM

A recent article by Nicholas De Kouchkovsky titled Speech Renaissance or Disruption outlined the history of speech technology as well as how AI and machine learning has transformed speech recognition. He mentioned that with all the recent updates...

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