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Transform Your IT Service Management with an Omnichannel Interaction Platform

Improve your ROI by automating your service management with omnichannel interaction platform
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Automate and Improve the ROI of Your Service Management Solution

In an increasingly virtual world and remote workforce, communications are key. Bright Pattern’s AI-powered omnichannel communication interaction platform enables your service management solution 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 service management 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.

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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 voice calls, texts, and emails to notify clients and agents about incident status
  • Co-browse for faster incident resolution
  • CMDB interrogation of services
  • Automated routing and escalation of incidents to the right personnel
  • Automated attachment of activity history to any incident for quick service

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 Centre

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

IT Service Management to Enterprise Service Management

ITSM methodologies have traditionally been confined to IT organizations. Over the last several years these principles have been extended throughout the organization in an effort to increase efficiency, lower costs, improve service levels, and increase customer satisfaction. ESM, or Enterprise Service management, takes these ITSM processes and extends them to HR, accounting, customer service, legal, purchasing, administration, and more. Bright Pattern’s flexible platform will help you unite communications and business processes across multiple departments.

 

Enterprise Service Management in Action

A common ITSM function is a service request. For example, an employee may need to contact the service desk to reset a password. This process can be re-used and implemented on a single platform and extended to different departments. Examples include:

  • HR to request time off
  • Accounting to request approval of expenses
  • Facilities to request for repairs
  • Purchasing to request approval for PO’s

The Bright Pattern omnichannel communications platform enables your service management solution to communicate on all voice and digital channels (Chat, SMS, MMS, Email, messengers) while providing advanced automation of incidents, problems, changes, requests, and more.

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 Centre Operations

“It is an extremely robust, while easy to use software. It can handle massive telephony centres 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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