Bright Pattern, a leading provider of AI-powered cloud omnichannel contact center software, has seen new approaches taken to mitigate the recent challenges from COVID-19 and increased acceleration of innovative digital approaches to better serve customers. McKinsey recently reported that digital channel adoption was vaulted forward 5 years in a span of only 8 weeks due to COVID-19. A similar report from IBM indicated that ecommerce has accelerated by 5 years since the pandemic began.
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Bright Pattern customers have shown increased use of innovative mobile and digital channels, employed new best practices for empowering and coaching remote agents, and increased the adoption of AI and self-service to better help customers and their own agents.
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Companies are shifting digitally as they nimbly adapt with new innovative approaches:
- Companies that have traditionally relied on premise-based contact center solutions have moved remote with cloud-based contact center solutions. Vendors with fast time to deploy and ease of use have the edge.
- With the acceleration of digital channels noted by McKinsey and IBM, Bright Pattern is seeing increased interest in messaging apps like Facebook Messenger, WhatsApp, and LINE as part of the customer experience platform
- With the shift to digital there has also been an acceleration of the mobile customer experience with in-app communication, SMS and MMS, and video chat.
- With the increased use of new digital channels, Bright Pattern is seeing companies starting to focus on omnichannel quality management where the quality of every interaction on every channel is measured, and remote agents can be scored and coached to improve interactions with poor sentiment or CSAT ratings.
- With a nearly doubling of Microsoft Teams active users since last March, Bright Pattern is seeing an increased use of Microsoft Teams with cloud contact center technology. Bright Pattern’s Microsoft Teams integration for example allows agents to communicate together as well as bring in other experts outside the contact center to help with customer-facing issues.
- With company help desk and service management operations now dealing with employees who are largely remote, companies are looking for technology that automates service management, ITSM, and ESM support to employees. This includes enabling remote help desk personnel to communicate with employees on digital channels and provide automated assistance and self-service options.
- Companies are using new forms of AI and self-service to reduce the load on agents; this includes both agent-assist AI as well as AI tools like conversational IVRs and voice biometrics to reduce effort for customers.
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