The Need for IT Service Management Automation
In the year 2019 I published a metric called the 90/90 rule in my book One IT, One Business. This rule calls out the importance of automation and speed–two powerful allies in the advancement of ITSM. This rule calls for IT organizations to be 90% automated with regards to all tasks and business processes and to be performing these same important blocks of work 90% faster by the year 2025.
Turbocharge Your IT Service Management
Innovation is the top priority of CIOs for the next ten years. Implementing and supporting new, advanced technology across the entire organization is crucial for the success of enterprises.
Industry Analyst Omdia Ranks Bright Pattern #1
Omdia, formerly known as Ovum, is a leading industry analyst and consultancy firm based in London, England. As part of their annual Decision Matrix and Multichannel Cloud Contact Center Buyer’s Guide, Omdia evaluates top multichannel cloud contact center vendors based on the company’s technology, execution, and market impact.
Bright Pattern Selected as a CCW Excellence Awards Finalist!
Bright Pattern, the leading provider of AI-powered omnichannel cloud contact center software, was announced as a finalist for the 2020 CCW Disruptive Technology Solution for the Year Award! Bright Pattern’s breakthrough innovation, Omni QM, won Bright Pattern a place as a finalist.
Make Omnichannel Conversations Easy for Customers and Remote Agents with a Platform Approach
Frost & Sullivan recently reported that only 4% of companies offer the seamless, effortless single conversation across all channels – true omnichannel – and the primary reason is that companies have deployed siloed technologies.
Why Virtual Call Center Software is the Right Choice
Virtual call centers are a must in today’s CX industry. Many businesses, from large enterprises to hot start-ups, are making the switch to a virtual setup. Call center software, once based in large, on-premise facilities, are now migrating to the cloud.
Implement Contact Center AI for Remote Workforces that Provides a Strong ROI
New technology is always being created and adopted, and it is up to service management providers to upgrade and keep businesses up-to-date with the latest technology. Implementing new technology to an existing process can be a risky endeavor.
Revolutionizing Contact Center Quality Assurance
You can’t improve what you can’t measure. During our recent webinar with Alpa Shah, Global VP from Frost & Sullivan, Alpa noted that improving the customer experience was the No. 1 business goal, but ironically most companies don’t measure the quality of customer experience interactions.
Utilize AI for Improved Contact Center Quality Management
In the current global market, companies are more global than ever. Many of the world’s largest companies service millions of people everyday across hundreds of different countries and cultures.
Contact Center Agent Assistance with Bots and AI
AI for the customer experience can extend past just helping customers. Artificial intelligence in its current form is very dynamic and powerful.