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Product Quick Facts
Industry Specialties
Customer Service / Call Centers
Pricing
Average
Works Best For
Array

Integrates With

  • Cisco Phone Systems
  • CRMs
  • Polycom Phone Systems
  • Salesforce
  • SMS
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About ServicePattern

Bright Pattern, a fast growing Silicon Valley startup, is a provider of cloud-based call center software which successfully competes with big call center vendors, such as Avaya, Cisco, Five9, Interactive Intelligence, Genesys, inContact, and others. Their product, ServicePattern, offers a fusion of voice, web/mobile chat, social media, and skills-based routing within a unified contact center platform with convenient controls to provide efficient and effective customer service and support.

Unsatisfied with the existing ways contact centers interact with customers, ServicePattern integrates the ease and convenience of smartphones into call centers, and introduces what Bright Pattern calls Rich Contact Experience: improved communication for mobile customer service via a smartphone app, email, online chat, SMS, or website — simultaneously. The seamless experience results in both increased customer satisfaction and operational cost savings.

For inbound customer service, in addition to full automated call distribution (ACD), skills-based routing, and interactive voice response (IVR) capabilities, ServicePattern provides virtual queues and abandonment campaigns. The virtual queue allows customers to hang up the phone when waiting for a representative, while abandonment campaigns allow contact with customers who gave up waiting, both greatly increasing customer satisfaction.

 To maximize the productivity of agents at outbound call centers, Bright Pattern offers a scalable predictive dialer system that keeps a precise number of outbound calls in progress so agents are always busy and never waiting for next call, and, at the same time, doesn’t drop calls on customers when no agents are available.

 ServicePattern offers out-of-the box Salesforce integration, no custom coding necessary! The interface is user-friendly, and the integrated system can be accessed with a single sign-on.

 

(Last updated on 03/21/2016)

Screenshots


brightpattern_activity_formbrightpattern_campaigns_agentsbrightpattern_connect_call

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Product Quick Facts
Industry Specialties
Customer Service / Call Centers
Pricing
Average
Works Best For
Array

Screenshots


brightpattern_activity_formbrightpattern_campaigns_agentsbrightpattern_connect_call

Video