John OBrien's Colleagues at Bright Pattern, Inc.
John OBrien's Contact Details
(650) 529-4099
Brisbane, Queensland, Australia
Bright Pattern, Inc.
John OBrien's Company Details
Bright Pattern provides an all-in-one, comprehensive, enterprise-grade contact center platform with all channels native to the platform. With 99.999% availability, Bright Pattern is a simple yet powerful contact center with the fastest time-to-deploy in the industry. Omnichannel Conversations: easy effortless omnichannel conversations for customers and contact center agents. Bright Pattern provides agents an omnichannel desktop to handle all interactions on every channel via a “single pane of glass.” This reduces effort for both customers and agents, allowing for an easy, personalized conversation. Agents can easily see every interaction on all channels and switch to other channels as needed. The omnichannel desktop also provides prior customer journey history. Omnichannel Quality Management: Bright Pattern Omni QM monitors 100% of interactions on any channel and allows supervisors to review, score, and coach agents to improve CX. Supervisors can search for any interaction using keywords or sentiment, review screen and voice recordings, and coach agents. 100% of interactions can be monitored for quality on every channel using AI or low-effort surveys. When quality falls below target metrics, an individual interaction can be identified and routed immediately to supervisors or quality control specialists so they can connect with customers and save interactions. Omni-Enterprise CX™: Any employee can be connected to any customer on voice and digital channels via Bright Pattern Mobile, an omnichannel mobile app for iPhones and Android. The Bright Pattern Mobile App allows the user’s mobile phone to handle voice calls and also allows any employee to message, web chat, or SMS with customers directly from their mobile phone. Because Bright Pattern Mobile is part of the Bright Pattern platform, companies are now able to see enterprise-wide CX productivity metrics for employees anywhere in the company via Bright Pattern dashboards.