South San Francisco, Calif., August 3, 2021 — Bright Pattern, a leading provider of AI-powered cloud contact center software, has been chosen by Sodexo, a global food and facilities management service provider, to redesign its customer experience and reduce operating costs by unifying their service channels into a single omnichannel platform.
Sodexo was using multiple systems for their multichannel contact center, creating siloed channels, friction for customers and agents, and an inability to see complete customer journeys. They wanted to provide state-of-the-art customer care with faster and easier interactions on any channel using a cloud-based omnichannel contact center platform. In addition, they wanted a complete view of voice and digital interactions for all customers with the ability to create custom omnichannel reports to understand the entire customer journey. They also needed a platform that enabled new self-service customer service options on different channels.
With Bright Pattern, Sodexo redesigned its customer service in 30 days. This reduced operating costs, leading to a 15% increase in agent occupancy while increasing the availability of mission-critical services to greater than 99.99% during the initial deployment.
“Sodexo wanted to break down siloed customer interactions to reduce customer and agent effort across different channels and business units, and provide a true omnichannel customer experience,” said Ted Hunting, SVP Marketing, Bright Pattern. “Using Bright Pattern, they now have a single pane of glass for seeing a customer’s journey that also allows agents to switch between channels. They deployed in less than a month, realizing returns in the first month and improving uptime to a new all-time high.”
Companies of all sizes select Bright Pattern to power their customer experience because of its easy-to-use yet powerful omnichannel platform, offering traditional channels and emerging channels like Facebook Messenger, in-app customer support, enterprise functionality, and cloud-first architecture. Bright Pattern was recently recognized by Ovum as a Market Challenger, by Omdia for best platform functionality, by Frost & Sullivan as a top-performing vendor, and as a leader by Gartner and G2 Crowd as a CCaaS leader.
Bright Pattern provides the simplest and most powerful AI-powered omnichannel contact center software and service management solutions for innovative midsize and enterprise companies. To make customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform with embedded AI that can be deployed quickly and nimbly by business users—without costly professional services. Bright Pattern allows companies to offer an effortless and personal customer experience across channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also allows companies to measure and act on every interaction on every channel with embedded AI omnichannel quality management. The company was founded by a team of industry veterans who pioneered the leading contact center solutions and are now delivering an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries.
Media Contacts:
Shelby Bozekowski
Director, Marketing
Bright Pattern Contact Center
shelby.bozekowski@brightpattern.com
(720) 209-2818
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
