South San Francisco, Calif., May 5, 2022 — Bright Pattern, leading provider of omnichannel communication software for innovative companies, launches new Omnichannel Communication Interaction Capabilities for IT Service Management with Matrix42 that improves ROI for help desks and service management organizations by automating common processes including incident management, problem management, change management, request management, service catalog, quality management, and omnichannel contact center communications. Bright Pattern’s Omnichannel Interaction Platform integrates with Matrix42 out-of-the-box to provide current users with instant access to digital channels, AI, and automation.
Matrix42 and Bright Pattern will be showcasing the joint solution at Booth 275 as part of SITS in London, Europe’s largest event for IT Service Management, service desk, and IT support professionals. Bright Pattern will also be joining Matrix42 for a speaking session and Q&A panel discussion at the show on May 12th at 3P.M.
Bright Pattern’s AI-powered Omnichannel Communication Interaction Platform enables Matrix42 users to communicate on all voice and digital channels (chat, SMS, MMS, email, and messengers) while providing advanced automation. Bright Pattern’s software dramatically improves the ROI of service management teams with automated password reset, automated incident creation and resolution, status updates and notifications, voice self-service, and automated routing of all communications. The software also lets companies measure employee performance and customer satisfaction with advanced quality management features.
“Bright Pattern’s Omnichannel Interaction Platform offers service management teams true innovation that tackles common challenges faced by ITSM teams today,” said Kevin Smith, ITSM industry expert and author of ‘World-Class IT Service Management’. “I don’t recall seeing a higher ROI for ITSM technology. It brings powerful AI and proven automation to organizations’ existing service management solutions—companies can continue using their current platform while elevating the performance of their ITSM processes.”
“During the initial discussions about a Marketplace partnership with Bright Pattern, we quickly recognized the potential of the solution and its integration with Matrix42 products. Through the seamless integration, we now offer our customers numerous new features.” said Alexander Link, Director Marketplace Product Line Matrix42 AG & Managing Director Matrix42 Marketplace GmbH.
Bright Pattern is the simplest, most powerful AI-powered communication interaction platform with the highest ROI and fastest time to deploy in the industry (half the industry average). Bright Pattern ranks #1 for omnichannel innovation, #1 for deployment time, #1 for professional services, and #1 for hosting reliability.
Core Functionality of AI-Powered Omnichannel Communication Interaction Platform:
Incident Management Automation – 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
- Automated Creation of Incident Record
- Smart Routing for Escalations
- Create Incident on Any Channel
- Proactive Notification of SLA Breach
- Co-Browse
Problem and Change Management Automation – 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:
- Automated Notification of Planned and Unplanned Outages
- Automated Notification of Service Degradation
- Automated Voting of CAB on Change Request
Quality Management Automation – Reduce the training cycle by up to 40%, and improve customer satisfaction by developing accurate improvement plans with Service Desk Quality Management and automated CSAT scoring on all Interactions.
Contact Center Management – 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 with Bright Pattern’s Outbound Customer Care Outreach and Service Management Call Center.
Request Management Automation – Automated creation of service requests 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%.
Service Catalog Automation – Give clients and employees access to an automated Service Catalog for 24/7 access, reducing call volume by 10-20%.
About Bright Pattern
Bright Pattern provides the simplest and most powerful AI-powered omnichannel contact center software and service management solutions for innovative midsize and enterprise companies. To make customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform with embedded AI that can be deployed quickly and nimbly by business users—without costly professional services. Bright Pattern allows companies to offer an effortless and personal customer experience across channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also allows companies to measure and act on every interaction on every channel with embedded AI omnichannel quality management. The company was founded by a team of industry veterans who pioneered the leading contact center solutions and are now delivering an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries.
Media Contacts:
Andrew Huang
Product Marketing Manager
Bright Pattern Contact Center
andrew.huang@brightpattern.com