Bright Pattern, a leading provider of cloud-based omnichannel contact center software for innovative companies, announces Bright Pattern Mobile. Bright Pattern Mobile puts the power of an omnichannel contact center in the hands of every contact center agent and employee in the organization to allow anyone in the company to improve CX – from contact center agents to subject matter experts. BrightPattern Mobile also allows organization-wide CX productivity metrics for all employees to now be measured in real time. The solution has recently been deployed by a leading retailer in Australia in all of their nearly 200 stores.
Bright Pattern Mobile is a mobile app that is the first and only omnichannel mobile solution that allows every employee to be connected to every customer, anywhere on voice and digital channels, including voice, text, chat, and messenger conversations. This is enabled through a slimmed down omnichannel desktop interface on an iPhone or Android smartphone.
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Nancy Jamison, Senior Industry Director, Information Communication Technologies at Frost & Sullivan: “Bright Pattern’s focus on omnichannel digital transformation and mobile-first approach, has been further enhanced with mobile innovation, enabling omnichannel CX capabilities across the enterprise. This further validates that everyone in an organization is responsible for improving CX, and BrightPattern Mobile helps them achieve it.”
“Bright Pattern Mobile is the first and only contract center solution like this in the marketplace that allows both voice and digital conversations throughout the enterprise. Customers can now connect to the best resource – whether in the contact center or anywhere in the organization – on their channel of choice via mobile devices,” noted Michael McCloskey, CEO of Bright Pattern.
Leading industry analyst firms, such as Frost & Sullivan, have noted that CX is a top 3 spending priority of most large and midsize companies. However, most employees outside the contact center are not able to directly interact with customers when needed. Departments, people and subject matter experts in companies are typically not able to be leveraged to help customers, as contact centers are the primary customer touchpoint. Additionally, expert employees are increasingly remote or mobile and are not tied into existing CX processes. Bright Pattern Mobile allows any employee in the entire organization to play a role in improving CX – whether it is knowledge workers such as in-store personnel, mortgage bankers, field specialists, or contact center agents themselves. As a component within BrightPattern’s Contact Center Platform it also allows the CX productivity of every employee to be monitored.
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