Bright Pattern, a provider of cloud contact center software, has launched its Summer Release 2017, providing a complete omnichannel solution with holistic reporting and management of the customer journey. Feature updates provide agents and supervisors with advanced tools for workforce optimization and operational efficiency.
With the Summer Release 2017, Bright Pattern has added more than 50 key features and enhancements in 2017.
Some of the new features in Bright Pattern Summer Release 2017 include the following:
- Wallboard Builder: a point-and-click configuration displays real-time key performance indicators;
- Web Chat Widget Update: Completely customizable web chat widget with proactive chat based on configurable trigger events;
- Salesforce CRM Integration: Multiple Salesforce.com accounts support in a single tenant;
- ServiceNow CRM Integration: Omnichannel Contact Center for ServiceNow to enable ServiceNow users out-of-the-box omnichannel conversations over voice and digital channels;
- Automatic SIP Network Transfer: Helps Bright Pattern customers save on telecom charges when transferring calls outside;
- Supervisor Sub-Teams and All Team Views: Supervisors now have more options for viewing agents to keep a closer eye on underperforming or new agents; and
- Expanded Workforce Management Integration: Bright Pattern now integrates with Pipkins and Monet WFM to provide sophisticated scheduling and forecasting technology for omnichannel contact centers.
"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, in a statement. "The new integration partnerships expand our vast ecosystem, allowing customers to take advantage of big data across all SaaS 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."