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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...

The Digital Age of Customer Experience was the Theme this Year and NECCF

Jun 15, 2017 6:00:00 AM

This week Bright Pattern was a proud sponsor of the annual Northeast Contact Center Forum (NECCF) Conference and Expo. The event was held at the beautiful Gillette Stadium and brought together over 400 contact center leaders and industry experts. 

Amazon Connect Cloud Contact Center: Who’s Next?

Mar 29, 2017 3:00:00 AM

On March 28th, Amazon has joined a sweeping Customer Interaction Management landscape with its Amazon Connect Cloud Contact Center, a cloud application service offered as part of Amazon Web Services (AWS).

2017 Contact Center Trends Part 1: Omnichannel, Artificial Intelligence and Bots

Jan 30, 2017 6:00:00 AM

60% of consumers have higher expectations for customer service now than they did just one year ago, (Global State of Multichannel Customer Service Report) and the contact center is now being recognized as a true asset to companies instead of just...

What is Your Contact Center Thankful for This Holiday Season?

Nov 22, 2016 8:24:15 AM

Thanksgiving is this Thursday and many of Bright Pattern’s partners and customers have been expressing gratitude for the many benefits provided by multichannel cloud contact center software. What are they thankful for this year? Let’s explore the...

Top Challenges of a Global Contact Center Deployment: Part 1

Sep 29, 2016 6:00:00 AM

Your company is thinking of expanding its contact center into an international market, in either  Europe or Asia. That’s great, as this means that your business is thriving and turning a great profit. Before you celebrate your expansion, though,...

Robocalling Will Not Win You an Election

Aug 4, 2016 6:00:03 AM

The phone remains one of the most powerful tools for politicians to connect with constituents during political campaigns. Here’s the catch, though: done incorrectly, phone calls can actually have a detrimental effect on a campaign.

Is the Contact Center Obsolete?

May 12, 2016 6:00:14 AM

Right now your team is building a new business model from the ground up, cherry-picking the best ideas and steering clear of any that could be seen as tired or irrelevant.

Let’s Talk About Your Call Abandonment Problem

May 9, 2016 6:00:15 AM

Right now your contact center is faced with a problem that is costing your company a great deal of business: Agents aren’t picking up the phones fast enough. As a result, customers are hanging up and may be fleeing to competitors.

Question of the Day: Public, Private or Hybrid Cloud?

May 5, 2016 6:00:17 AM

You have been reading all about the immense power of cloud computing, and how most contact centers are now embracing this technology. At this point, you know that the cloud can reduce not only CAPEX and OPEX but also headaches associated with...

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