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Improve Your Matrix42 Service Management and ROI with Bright Pattern's Omnichannel Interaction Platform

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Automate and Improve the ROI of Your Matrix42 Platform

Matrix42 makes IT simple and secure, and helps deliver IT capabilities throughout the entire business. Matrix42 delivers digital IT and enterprise service management workspaces, and integrates with existing IT infrastructures and can be operated in the cloud, on the business’s own servers, or as a hybrid model, delivering scalability and flexibility to IT help desks and service management organizations. Using Matrix42’s enables a digital workforce that your business has full control and transparency over while supporting service management and IT functions throughout your business. To complement Matrix42’s tools, Bright Pattern’s platform integrates seamlessly to drive service management.

In an increasingly virtual world and with the rise of the remote workforce, communications are key. Bright Pattern’s AI-powered omnichannel communication interaction platform enables the Matrix42 service management platform to communicate on all voice and digital channels (chat/SMS/MMS/email/messengers) while providing advanced automation of incidents, problems, changes, requests and more. Our solution will dramatically improve the return on investment of your Matrix42 solution by enabling you to communicate on any channel and providing features such as automated password reset, automated incident creation and resolution, status updates, and notifications, voice self-service, and automated routing of all communications. Measure employee performance and customer satisfaction with advanced quality management features to improve every interaction and outcome.

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ROI CALCULATOR

Bright Pattern has helped one of the world’s largest HR service firms, Randstad, save over $400,000 in IT costs within a month of adding Bright Pattern to their existing service management solution. See how much you can save with Bright Pattern with our ROI calculator.

Calculate Your ROI

Solutions For Incident Management

Incident management is automated and streamlined with Bright Pattern’s AI-powered ITSM platform. Reduce call volume by up to 30%, reduce hold times by 10-20%, improve customer satisfaction by up to 10%, and boost first call resolution by up to 20%. Here are some of the ways Bright Pattern streamlines incident management.

  • Automated password reset to reduce calls by 30%
  • AI-powered voice self-service for user identification and authentication
  • Automated attachment of activity history to any incident for quick service
  • Co-browse for faster incident resolution
  • Automated voice calls, texts, and emails to notify clients and agents about incident status
  • Automated routing and escalation of incidents to the right personnel
  • CMDB interrogation of services

Automate Request Management

AI-powered request management for fast and proactive service to users. Reduce total time required to create a service request by 80% and reduce the number of calls by 20-30%. Here are some ways Bright Pattern makes request management easy and efficient:

  • Automated status updates of service request
  • Proactive notifications to keep users updated about status changes
  • AI-powered self-service to streamline the process
  • CMDB interrogation of services and user relationships

Service Management Product Brochure

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Streamline Problem and Change Management

Streamline problem and change management, and get decisions and implementation done quickly with little interruption. With Bright Pattern’s ITSM platform, reduce call volumes by 60% during an outage or a day of service degradation, reduce change approval time by 75%, and reduce calls to local service desks by 30%. Bright Pattern’s features include:

  • Advanced routing capabilities
  • Automated notification to change
  • Automated notifications to Advisory Board members about change status and change requirements
  • AI-driven analytics (speech and text analysis)
  • Automated chat responses
  • Automated outbound notification of outage on any channel

Seamless Service Catalog

Get clients and employees access to the Service Catalog easily. Deliver 24/7 access to the Service Catalog and reduce agent-based call volume by 10-20%. Bright Pattern powers Service Catalogs through features like:

  • AI self-service
  • Proactive updates about status changes
  • Automated routing to get users to the right resource quickly

Service Management Contact Center

Improve customer satisfaction in your helpdesk and empower employees to deliver better customer service. Reduce time to close an incident by 20%, improve customer satisfaction by 10%, reduce agent training by 40%, and calculate accurate CSAT scores on all interactions. Here are Bright Pattern features that help to improve customer service:

  • Omnichannel conversations
  • Quality assurance for improved customer and agent performance
  • AI-powered agent assistance and bots
  • Fully compliant with best-of-breed integrations

Randstad Case Study Highlights

  • Utilized AI and bots to triage common incidence
  • Automated and deflected problem management calls
  • ROI payback achieved in just a few months

A global employment/recruitment agency.

Jessica Osborn

IT Support Services Operations Manager at Randstad

Powerful Integrations

Microsoft
Zoho
Salesforce
Zendesk
Pipkins
NICE
Aspect
Oracle
Monet

Users Love Bright Pattern

“The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day.”

Derek G.

Director of Contact Center Operations

“It is an extremely robust, while easy to use software. It can handle massive telephony centers with ease while maintaining competitive telco charges.”

KC R.

BPO Technology Lead

“Great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.”

Sean Rivers

Director of Operations Technology

“We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.”

Othmar B.

VP Marketing

“I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. ”

Julie T.

Retail Support Representative

“The system was very easy to setup along with training and onboarding from the Bright Pattern team. We use Bright pattern for inbound transactions, such as incoming calls, emails and chat. The reporting tools are easy to use and propvide the SLA data required for our partners.”

Sal Y.

Head of Customer Support

Innovative Design and Technology

Omnichannel

Bright Pattern’s solution is true omnichannel. Connect with clients and end users over any digital channels, and add new channels easily.

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AI and Automation

Bright Pattern integrates best-of-breed AI to help automate basic tasks and assist agents in serving end users.

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Quality Assurance

Built-in AI-powered quality assurance delivers powerful analytics and data to ITSM managers and CIOs.

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Ready to Make the Digital Transformation?

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