Bright Pattern, the leading provider of AI-powered omnichannel cloud contact center software, was announced as a finalist for the 2020 CCW Disruptive Technology Solution for the Year Award! Bright Pattern’s breakthrough innovation, Omni QM, won Bright Pattern a place as a finalist. Omni QM is the first omnichannel quality management software that allows companies to monitor the quality of 100% of customer interactions on all channels.
CCW, or Customer Contact Week, is the largest customer experience event of the year. Companies from all over the world come to CCW to learn about new innovations in the CX industry, find out about emerging technologies set to disrupt the industry, and build valuable relationships with other peers. Many companies also hope to be selected as finalists and winners of the CCW Excellence Awards, which honor, recognize, and promote companies who drive innovation through superior customer experience performance.
Bright Pattern placed as a finalist in the category of Disruptive Technology Solution of the Year, which is dedicated to recognizing innovative industry-leading thinking, creativity. This was due to Bright Pattern’s brand new Omni QM, the latest and most advanced omnichannel quality assurance technology. Here is how Omni QM can power quality assurance in your contact center:
100% Comprehensive Omnichannel Quality Monitoring – AI to monitor every single interaction on every channel (chat, voice, SMS, email, messengers, and bots).
Omnichannel Micro-Level Monitoring – Measure and improve the quality of individual interactions on any channel. Interactions can be measured for sentiment and CSAT automatically. Supervisors can use Omni QM to identify low quality interactions, review recordings of the interaction, score, grade, and coach agents to improve quality.
Omnichannel Macro-Level Quality Monitoring – In a simple dashboard, Supervisors, Directors, and VPs of CX can review sentiment and CSAT by channel type, by journey type, by customer segment, or agent pool.
“In-the-Moment” Omnichannel Quality Management – Instantly route interactions below target SLA’s (low sentiment or CSAT) to an agent with specific skill sets such as “retention specialist”. Proactively reach out to customers for quick resolution. Additionally, interactions below target SLAs can be routed to supervisors so that individual agents can be scored and coached to improve service.
Omni QM is powered by best-of-breed AI from Google, IBM Watson, Lex, and Microsoft. Currently, Omni QM powers the most innovative private healthcare organization in Australia and in numerous other businesses all over the world.
Join us at the awards! The CCW Excellence Awards Ceremony will be held on Tuesday, August 25th, from 2:00PM to 2:35PM EST.