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Bright Pattern Enhances SaaS Contact Center Solution

September 05, 2017
By Paula Bernier - Executive Editor, TMC

Bright Pattern is introducing a new version of cloud contact center software as a service. It’s called the Summer Release 2017 and it features new and improved tools for operational efficiency and workforce optimization.

Wallboard Builder is among the new features with this release. It’s a point-and-click user interface that displays real-time key performance indicators. That, Bright Pattern explains, makes metrics more actionable for businesses.

Summer Release 2017 also includes a Web Chat Widget Update. The widget is customizable and creates prompts for chats based on preset trigger events.

The software also provides supervisors with the ability to look at the performance of teams or subteams. Its automatic SIP network transfer feature lets Bright Pattern customers save on connectivity costs. And with this release, Bright Pattern also announces an array of new integrations.

For example, the solution is now integrated with Monet WFM and Pipkins for forecasting and scheduling. It features new integrations with CRM solutions from Salesforce and ServiceNow (News - Alert).

“The 3.16 Summer Release provides great tools for contact center supervisors to simplify the management of agents and day-to-day operations with added customizations throughout the platform,” said Konstantin Kishinsky, CEO of Bright Pattern. “The new integration partnerships expand our vast ecosystem allowing customers to take advantage of big data across all SaaS (News - Alert) technologies. I am pleased with the results of our customer feedback process so far, and I will make sure it gets all the resources it needs in the future.”

Bright Pattern, which will make Summer Release 2017 available this quarter, was established in 2010. Today, its cloud-based solutions are used in more than 26 countries. American Girl, Hitachi (News - Alert), HughesNet, Mercedes-Benz,, and The Metropolitan Opera are among its customers. 

Edited by Mandi Nowitz

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