Bright Pattern Notes Companies Taking New Innovative Approaches to Customer Experience Since the COVID-19 Pandemic
In line with recent research from McKinsey and IBM, Bright Pattern sees companies finding smarter ways to operate, increasing digital and mobile channel adoption
SOUTH SAN FRANCISCO, Calif., Jan. 12, 2021 /CNW/ -- Bright Pattern, a leading provider of AI-powered cloud omnichannel contact center software, has seen new approaches taken to mitigate the recent challenges from COVID-19 and increased acceleration of innovative digital approaches to better serve customers. McKinsey recently reported that digital channel adoption was vaulted forward 5 years in a span of only 8 weeks due to COVID-19. A similar report from IBM indicated that ecommerce has accelerated by 5 years since the pandemic began.
Bright Pattern customers have shown increased use of innovative mobile and digital channels, employed new best practices for empowering and coaching remote agents, and increased the adoption of AI and self-service to better help customers and their own agents.
Companies are shifting digitally as they nimbly adapt with new innovative approaches:
These approaches follow many of the predicted trends from a recent Bright Pattern 2021 Trends Report and also reflect how customers using Bright Pattern have pivoted to better respond to customers since the pandemic began.
Innovative examples where Bright Pattern has helped during COVID:
Bright Pattern has helped numerous existing and new customers deploy remote teams, provide safe work environments for agents, and improve customer satisfaction amid a global pandemic. Some of the innovative use cases Bright Pattern has seen since the pandemic include:
Bright Pattern is the simplest, most powerful AI-powered omnichannel contact center with the highest ROI and fastest time to deploy in the industry (half the industry average). Bright Pattern ranked #1 for Interoperability, #1 for Platform Functionality, and #1 for Hosting Reliability and Scalability in the Omdia Buyer's Guide. Bright Pattern outranked Five9, NICE inContact, Avaya, Aspect, and 8x8 as a leading provider in the 2020 G2 Crowd Report, and was a leader in the 2020 Call Center Software FrontRunners Quadrant with customer ratings higher than Five9, Genesys PureCloud, NICE inContact, RingCentral, and Talkdesk. Additionally, Bright Pattern was recognized by Frost & Sullivan for its omnichannel, AI, and ITSM capabilities, and by Gartner as a leader in the Call Center FrontRunners Quadrant.
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