Airlines, Luxury Cruise Corporation, and Digital Travel Companies Use Bright Pattern Contact Center to Drive Sales During Post-Pandemic Travel Rebound I

Lead Distribution & Call ManagementArtificial Intelligence (AI)Sales & Marketing

By STS News Desk On Apr 30, 2021

Bright Pattern Named Runner-up for “Cloud-Based CX Solution of the Year” for Customer Contact Week (Ccw) Excellence Awards

Bright Pattern, a leading provider of AI-powered cloud contact center software, has been deployed by global travel and hospitality companies including two top online travel booking platforms in Asia Pacific and Latin America, as well as airlines, leading hotels, and a luxury cruise line. Bright Pattern contact center software has been chosen by travel and hospitality organizations because of its ease of use, enterprise functionality, scalability, reliability, variety of traditional and digital channels, plug-and-play integrations, and easy deployment and management of virtual or remote agents.

The global travel and hospitality sector was hit hard by COVID-19 and to mitigate the impact of COVID-19 on their business, companies were forced to swiftly innovate the way they provide customer experience and conduct business. This included increasing their online presence and adding new channels of communication. Many are predicting a strong rebound for travel and hospitality organizations as they gear up for the upcoming return to travel.

The travel and hospitality industry is now reimagining the customer experience for a post-COVID-19 world. This includes new customer demand for effortless digital customer experiences. Whether customers want to check-in through a mobile app, book travel using a bot-powered Facebook messenger, or receive personalized and proactive travel notifications, the industry is experiencing accelerating innovation.

Bright Pattern Travel and Hospitality Customers Include:

The #1 online travel booking platform in Australia and New Zealand provides persistent webchat that allows customers to leave an online conversation and return when they have time or when it’s most convenient. Businesses can offer personalized routing to direct the customer back to the same agent for effortless booking.
Amid the global pandemic, Hurtigruten, a luxury cruise corporation in Europe, saw an increase in customer calls and needed innovative solutions to help assist remote agents. Bots and AI were integrated for agent assistance to provide recommendations from the knowledge base. “The ease of use and flexibility of the Bright Pattern platform greatly helped us shift to a remote workforce during the COVID-19 pandemic,” said Marc Bainbridge, Head of Operations Support at Hurtigruten.
A major U.S. Airline moved from a multichannel platform to Bright Pattern’s Omnichannel Contact Center to break down silos and add additional digital channels. They also use Bright Pattern’s AI-Powered Omnichannel Quality Management to monitor 100% of interactions on all channels and troubleshoot remote agent issues.
ViaJemos, a Latin American-based online travel booking platform, supports customers across Latin America and the United States using emerging digital channels to improve on-the-go customer experiences.
South America-based airline uses Bright Pattern for AI-powered omnichannel contact center solutions that empower remote agents.

“Bright Pattern powers customer service and sales for several innovative travel and hospitality corporations,” said Michael McCloskey, CEO of Bright Pattern. “Whether these brands are supporting luxury buyers or more cost-conscious buyers, all customers expect the best when it comes to basic customer support or concierge services. Bright Pattern provides innovative, personalized, omnichannel communications these companies need to drive sales with the easiest to use and highest ROI cloud contact center platform.”

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