Maximizing customer satisfaction at minimum cost is the top goal for any business offering customer service. Many businesses use Interactive Voice Response (IVR) technology to automate frequently performed phone transactions via...
Today’s customers require 24/7 access to answers, whether through voice, email, chat, IM, or self-service. With so much of technology services moving to the cloud, how do contact center managers plan for reliability and resiliency in their CC...
Artificial intelligence is quickly becoming a ubiquitous technology in consumer devices and services. What does it mean for the future of the contact center and how organizations serve customers?
Bright Pattern was a proud sponsor at this years Zendesk Relate Live Annual Conference. There were many trending topics at the conference but one theme strongly stuck out to our team was simplifying the customer experience though advanced technology.
Mobile, omnichannel, AI, integrated CRM, analytics -- with the universe of contact center technologies rapidly expanding in every dimension, decision-makers may find it challenging to know where to focus their attention and investments.
As companies strive to achieve better customer satisfaction across multiple channels several issues usually arise with reporting, QA, channel-switching, and omnichannel routing. Standard ACDs with skills based routing route voice calls based on...
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...
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 carrier...
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...
IBM Watson claims to “give you the power of knowledge”. With Watson you can uncover new insight and business intelligence in ways like never before. The contact center industry has been slowly adding AI features and Bright Pattern just gained some...