Bright Pattern has been recognized by CIOReview Magazine as the recipient of “20 Most Promising Enterprise Communication Solution Providers - 2018,” based on our proprietary methodology, reflecting its position in the industry. This profile has been developed by the CIOReview research and editorial team based on insights from an interview with Michael McCloskey, CEO.

Bright Pattern
Crafting a Seamless Omnichannel Experience

Michael McCloskey, CEO

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.

Our speed of product innovation and customercentric approach will prove disruptive and be a competitive advantage for us in the future

The software uses voice command to help an agent navigate through the platform and the agent interface.

Konstantin Kishinsky, Founder & CTO

Kishinsky cites a recent instance when they were approached by a large BPO that manages over 35,000 seats. They had trouble with their existing legacy solution, which was expensive and did not provide omnichannel capabilities required to keep today’s customers satisfied. After an intensive search for the best contact center solution, the BPO was impressed by Bright Pattern’s omnichannel platform. “They loved our omnichannel platform, the flexibility, high ease of use, and found the product the most robust in the industry,” says Michael McCloskey, CEO of Bright Pattern.

Forging a successful path to move ahead of the competition curve, Bright Pattern’s team of experienced communication industry veterans have spent the past few years architecting the most advanced cloud communication platform in the industry. As most of the contact center solutions in the market are built on third-party infrastructures or have bolted on products, organizations often have to support various architectures within their product and that creates a far more complex scenario. Bright Pattern’s single built-for-purpose solution brings agility to add new functionalities as required by the market from time to time. “Our speed of product innovation and customer-centric approach will prove disruptive and be a competitive advantage for us in the future,” concludes Kishinsky.

Bright Pattern

Bright Pattern Partners with German-Based SOGEDES to Deliver True Omnichannel CX Solutions to European Customers

Tuesday, February 28, 2023

Bright Pattern partners with German-based SOGEDES to deliver intelligent and creative customer experience solutions to clients in the DACH market to improve the way they deliver customer service.

SOUTH SAN FRANCISCO - Bright Pattern, announces its partnership with SOGEDES, a leading provider of CX solutions in the German-speaking market, to provide innovative, creative, and cutting-edge omnichannel solutions to midsize and enterprise companies.

SOGEDES is a technology provider based in Germany providing contact center solutions to the DACH market, which includes Germany, Austria, and Switzerland. SOGEDES, for the last 20 years, focuses on maximizing efficiency in customer interactions, implementing best practices for customers in the way they communicate, and adding value to the way businesses interact with their customers. They are driven by using technology creatively in ways that add meaning and efficiency to every interaction. SOGEDES focuses on cloud-based omnichannel customer interactions, workforce management, and AI such as bot integrations and speech analytics.

Bright Pattern's platform is fully omnichannel, and built to be omnichannel from day one. Bright Pattern can also easily integrate AI from the major AI providers, including Google, Microsoft, and IBM Watson. For this reason, Bright Pattern's platform is perfect for delivering AI-powered omnichannel communications that maximize efficiency while personalizing the customer experience. By partnering with SOGEDES, Bright Pattern will help deliver on SOGEDES's vision and deliver personalized, AI-driven omnichannel communications to the DACH market by providing a powerful cloud-based platform that can be customized to match any use case.

"SOGEDES's vision of delivering creative, yet advanced contact center solutions to customers with omnichannel conversations, omnichannel quality management, and AI, perfectly matches Bright Pattern's capabilities. Bright Pattern's platform is enterprise-grade, flexible and robust, and will allow SOGEDES to fulfill their vision for delivering innovative CX in the DACH market ," noted Michael McCloskey, CEO of Bright Pattern.

"Bright Pattern's innovative solution will absolutely enrich our offering for the contact center market in the DACH region. In addition to best-of-class omnichannel management, innovative features such as the Bright Pattern Mobile App make the solution exceptional. With this app, we can bring the agent desktop to smartphones of on-field agents and mobile sales reps - people anywhere in the company, even outside the contact centre. A revolutionary extension of Omni-Enterprise CX™," said Berndt Walz, Managing Director of SOGEDES.

Bright Pattern Establishes New Business Entity in India

Friday, June 28, 2024

Bright Pattern unlocks Indian CX market potential with AI-Driven Contact Center solutions

Bright Pattern, a leading AI-powered, omnichannel contact center provider, recently announced the launch of its new business entity in India, operating under the name Bright Pattern Software Solutions Private Limited. The organization provides industry-leading cloud contact center solutions to its clients worldwide and continues to expand its business operations globally.

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Accounting for approximately half of the world’s business process outsourcing, India has been a global hub of customer service excellence with consistent growth in essential IT services, telecommunications, and CX management software. Michael McCloskey, CEO of Bright Pattern, said, “This is a key breakthrough for us as we are committed to delivering advanced AI technologies to an ever-growing market that heavily utilizes contact center software for customers all over the world. With a market of over $25B and more than 1.3 million call center agents, this represents an enormous opportunity for Bright Pattern.”

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McCloskey added, “We are aggressively hiring for our new entity in India in order to be able to respond to the demand we see in the region.”

With new operations in India, 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. The company’s advanced CCaaS features will empower the Indian workforce with new and innovative digital tools to improve agent-customer interactions.

Bright Pattern offers the most advanced contact center software across channels such as voice, text, chat, email, video, messengers, AI and bots. Its platform provides agents an omnichannel contact center desktop to handle all interactions on every channel in one screen. With prior customer journey history readily available, agents can quickly switch between channels and communicate with customers in a natural way tailored to their needs. This reduces effort for both customers and agents, allowing for personalized conversations.

20 Most Promising Enterprise Communication Solution Providers - 2018

Company
Bright Pattern

Management
Michael McCloskey, CEO and Konstantin Kishinsky, Founder & CTO

Description
Bright Pattern provides effective cloud contact center software and creates an omnichannel to enhance customer satisfaction

Bright Pattern Crafting a Seamless Omnichannel Experience