Bright Pattern: Crafting a Seamless Omnichannel Experience

Customer expectations of personalization and the ability to choose their preferred form of communication while conversing with enterprises have dramatically increased over the years. As most of the contact center software deployed by enterprises are built with yesterday’s technology, today’s businesses are unable to introduce new technologies within their solution and are often burdened with several third-party infrastructures. This often leads to disruption in business continuity due to the absence of a specific solution to address multichannel routing. The silver bullet in this scenario is brought on by Bright Pattern’s next-generation cloud communications platform for the modern contact center market. The platform is designed to encompass all the communication modalities and retain conversation context seamlessly across all channels, which ultimately provides enhanced and contextualized customer experience.

Bright Pattern provides an omnichannel solution that can maintain the continuity of a conversation across several forms of communication channels. The solution provides the flexibility to switch channels—voice calls, messaging apps such as Line, WeChat, Viper, Telegram, Facebook Messenger, and Apple Business Chat, SMS, MMS, videos, and others— during a conversation. “Bright Pattern is tailored to support voice-to-text chat transition by providing voice transcription while transitioning to text and treating the whole chain as a single conversation,” says Konstantin Kishinsky, founder and CTO of Bright Pattern. To bring interoperability within the enterprise communication space, Bright Pattern integrates with the relevant CRM software from Zendesk, Salesforce, Oracle, Microsoft, through powerful APIs.

To provide the distinctive capabilities of AI, the platform integrates with the existing bots of third-party vendors of the client besides providing the capability to build a bot for self-service, voice communication, and agent assistance. The AI-powered bot is leveraged to interact with end-customers through a chat interface to provide enhanced customer satisfaction and eliminate waiting time. The platform also uses bot automation for channel transition and AI to analyze the conversation and continue serving the customer without disruption.

One of the value propositions of Bright Pattern is the solution for the visually impaired, which offers unique browsing capabilities that help agents navigate intuitively through all the functionalities of the product.