Bright Pattern

#BigCXUpdate: G2 Winter Report for CCaaS 2024: Bright Pattern on Its Successes 💹 CX Today’s Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern. The video forms part of our Big CX Updates series, where we find out all the latest from a series prominent CX companies. In this episode, we talk everything Bright Pattern, discussing: 🔴 Which products and services are resonating most with customers? 🔴 What’s on the roadmap, and how will that roadmap benefit customers? 🔴 The rising tech trends that are most impacting CX teams. Watch the full interview here 👉 https://lnkd.in/e6wYDcCd #cx #cxnews #ccaas

This week in our newsletter we shared a market map for the AI Contact Center Agent Assistant category, and highlighted some of the key differentiators in the category. But, we have even more detail on the vendors listed on our site, including: Abstrakt Balto Birch.ai Bright Pattern Convin Dialpad Five9 Genesys JustCall Level AI NICE Rotera Talkdesk ujet.cx Verbal If you work for one of these vendors be sure to claim your profile in order to ensure that it accurately reflects your core differentiators. You can view the entire AI Contact Center Agent Assistant category here: https://lnkd.in/eV4HQ2u8 

Contact centers may not be the most exciting application for AI, but as our team has been digging into the category, I’ve been impressed by how far things have come — even since we last looked at it a few months ago. One area in particular is AI agent assistants. These copilot solutions are advancing rapidly, with capabilities such as: • Call summarization, classification, and structured data collection (i.e. filling out CRM fields) • Agent response and next-best-action support (for both chat and phone conversations) • Real-time caller sentiment analysis • Real-time QA and agent feedback • Automatic surfacing of relevant information (e.g. SOPs, help content, and customer info) Unlike many of the other areas we cover, the AI agent assistant category is primarily composed of vendors who are not specific to the healthcare industry. These products frequently show up as part of more comprehensive omnichannel Contact Center as a Service (CCaaS) platforms, such as: • Bright Pattern • Dialpad • Five9 • Genesys • NICE • Talkdesk • ujet.cx Additionally, there are a handful of industry-agnostic vendors who offer agent assistants as a standalone product or paired with broader intelligence features, like QA insights and performance analytics. These include: • Abstrakt • Balto • Convin • JustCall • Level AI Where the vendors above offer solutions that will work across all contact center use cases, there are situations where solutions for specific healthcare workflows — such as instances where clinical care and digital communication overlap — are needed. While these solutions may not work for your entire contact center, they can drive meaningful value for specific aspects of your operation. Examples include: • Birch.ai - healthcare-specific AI-powered agent assistants and call center intelligence • Laguna Health - AI-enabled conversational AI care management platform • Rotera Alyks - digital assistant for revenue cycle call center operations • Verbal - AI-enabled assistance and QA platform for virtual care clinicians We're interested to see whether organizations will be willing to implement multiple specialized solutions or will sacrifice specificity for efficiency with one-size-fits-all options. Like everything else in AI these days, this space is evolving rapidly.

Great seeing our customer, Mike Epstein from NexGen Agency, at CCW Las Vegas!

It's go time with Bright Pattern at CCW Las Vegas 2024! We're at Booth 303 chatting with attendees and doing demos of our AI-powered contact center software.

Bright Pattern was thrilled to have an interactive crowd for our workshop "5 Use Cases for Elevating Customer Connections with AI Strategies" at CCW Las Vegas 2024! We will be at Booth 303 at the Summit Expo Hall for the next two days. Swing by and chat with our team about anything contact center related. We look forward to meeting you!

Why Is India the Next Hotspot for #CCaaS Vendors? 🇮🇳 #India is rapidly emerging as a pivotal market for Contact Center as a Service (CCaaS) vendors 👇 #cx #cxnews | Bright Pattern

We're gearing up for Customer Contact Week Las Vegas 2024 next week on June 3-6! On Tuesday, June 4 at 11am, Bright Pattern will host a special workshop: 5 Use Cases for Elevating Customer Connections with AI Strategies. Our Director of Customer Experience, Dave Pennell, will lead the discussion about how companies can leverage emerging AI tools in the contact center space to improve customer experience. We will also be at booth #303 on Wednesday and Thursday. Swing by and chat with us about AI-powered omnichannel contact center strategies and solutions! https://lnkd.in/eUvMjiwX #BrightPattern #CustomerContactWeek #CCWVegas #CX #contactcenter

We are proud to be amongst the top Microsoft Teams Contact Center Solutions for 2024 compiled by UC Today. Bright Pattern is MS Teams-certified, going through a rigorous certification program to ensure reliable integration with Teams which includes meeting security and quality standards set by Microsoft. https://lnkd.in/grGSJrkH

Bright Pattern is excited to announce its new business entity in India which has continually been booming in essential IT services, telecommunications, and CX management software. With new operations here, Bright Pattern will offer businesses access to its AI-powered omnichannel contact center platform including interaction analytics, intent analysis, quality management, auto scoring, Agent Assist, and WFM. https://lnkd.in/gYhZ26aX