Why did we create Bright Pattern?

To make cloud customer service faster and easier than ever before.

Brighter Customer Service Starts with Revolutionary Cloud Technology

Bright Pattern technology is the industry’s simplest, most powerful cloud contact center. It’s new, it’s different, and it will revolutionize the way that fast, easy customer service is delivered.

Our technology and unique Cloud 3.0 microservices architecture was created by recognized contact center industry leaders with over 25 years of experience building customer service software for enterprise-grade companies. Our team includes some of the original engineers who created enterprise contact center software at Genesys and Aspect, as well as engineers who developed CRM solutions at FrontRange.

Deeply committed to the success of their customers, these founding members have infused Bright Pattern with a profound understanding of what it takes to build feature-rich customer service technology that is fast to deploy and super-easy to use.

Today, Bright Pattern offers innovative cloud contact center solutions that empower mid- and enterprise-size businesses to deliver great customer experience across all communications and messaging channels, faster and easier than ever before. We are proud to be at the forefront of technological innovations and market trends for communication. Bright Pattern invests heavily in research and development to bring those innovations to global customers and partners.

Easier for Your Customers

Your customers can have an effortless, personal conversation across traditional channels like voice, email, chat, and SMS, as well as new emerging channels like bots, video chat, and social messengers. It’s simple and easy for your customers. Everyone talks about omnichannel but Bright Pattern delivers it to your customers easily and simply. It’s brighter customer service.

Easier for Your Agents

Whether you run a traditional customer service operation or are involved in sales and marketing, Bright Pattern’s omnichannel Agent Desktop lets your agents see each step in a given customer’s journey and respond immediately across all channels. Agents can see every interaction: live chat, bots, email, voice, SMS, email, and more. Experience the interface that helps your agents offer simple, easy customer service or sales.

“At Bright Pattern, we deliver a new kind of solution based on the latest technologies and proven best practices. We believe that our solution successfully meets the ever-increasing demand for multichannel communications, providing the speed and agility needed to manage a global workforce and drive businesses to the cloud.”

Easier for Your Business

Bright Pattern will simplify how you turn on and deliver fast, easy service, whether you have a mid-sized business, a large enterprise with 10,000 users, or a BPO with service offerings for clients. Turn on faster, easier customer service in days without an army of IT staff. Launch quickly with a fast implementation and on-the-fly upgrades. Easily integrate with CRMs and other systems. And when you want to make changes to your business rules, your users can do it fast without having to bring in professional services.

History of Bright Pattern

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Jan 2018

Michael McCloskey, Board of Directors member and former CEO of Genesys, joins Bright Pattern as CEO

Nov 2017

Bright Pattern opens a new branch office in Tokyo, Japan

Aug 2017

Bright Pattern is selected for IBM’s Watson Build Challenge
Proudly, we place as a leader in the 2017 Q3 GetApp Call Center Category

Jul 2017

We integrate with The Data Group to provide important augmentation features for developing meaningful customer data

Jun 2017

Bright Pattern wins leader placement on the Gartner FrontRunners quadrant on Software Advice

May 2017

Selected for IBM Watson Build, Bright Pattern introduces Watson-powered AI for contact centers
Out-of-the-box integrations are added for ServiceNow, Google Cloud Speech, Telegram, Monet, and Pipkins

Apr 2017

European customers are enabled to move to the cloud with Powered by Bright Pattern cloud-based solutions

Mar 2017

Bright Pattern offers contact centers the world’s largest advanced caller ID database from Next Caller

Mar 2017

Bright Pattern partners with Alterra.ai to bring virtual agent AI to the contact center

Feb 2017

Driving contact center efficiency, Bright Pattern partners with Dizzion to bring the power of omnichannel cloud computing to the desktop
Bright Pattern extends its cloud contact center service to Japan, New Zealand, and Australia

Jan 2017

Bright Pattern and Reply.ai introduce bots with a human touch

Feb 2016

Facebook Messenger and Telegram become supported channels on our multichannel platform

Oct 2015

Out-of-the-box integrations with Zendesk and Oracle Service Cloud (formerly RightNow) are added

Jan 2015

SMS, LINE, and WeChat messaging channels are added
WebRTC video is introduced as a supplementary channel to chat
The Bright Pattern platform is proven to support 9,000 concurrent agents in a single account

Dec 2014

We boast 7 global OEM reseller partners in the US, Latin America, Japan, Holland, Turkey, and Russia
100+ new features were delivered in 2014, including performance indicators, screen recording, and WFM/CRM integration APIs PIs.

Mar 2014

Bright Pattern becomes a multichannel platform vendor providing inbound/outbound voice, chat, and email channels with the unique capability of omnichannel routing into a single agent user interface

Jan 2011

Bright Pattern releases ServicePattern, its first product release, with inbound voice, skills-based routing, and support on all browsers
We pass certification with KDDI (Japanese telecommunications provider) and NTT Communications

Feb 2011

Bright Pattern software is localized to five languages: English, Japanese, German, Russian, and Spanish
Our software is tested to support up to 5000 concurrent agents

Mar 2011

Our first enterprise customer, Hitachi Systems, is successfully deployed with 1500 concurrent agents

Aug 2012

Predictive dialing functionality is released
Bright Pattern acquires Varolii (now Nuance), its first original equipment manufacturer (OEM) channel partner in the US

Oct 2012

Bright Pattern signs the first OEM reseller agreement in Europe

Jun 2013

Bright Pattern reaches 12 customers and supports 2500+ agents
Web chat is added as a channel
Out-of-the-box Salesforce integration is released

Oct 2013

Aspect Software becomes a global reseller of Bright Pattern software under product name Zipwire

Nov 2013

Hitachi Systems forms strategic alliance with Bright Pattern and deploys our first customer in Japan

Feb 2014

Michael McCloskey, former CEO of Genesys, joins the board of directors of Bright Pattern

Apr 2010

Bright Pattern launches product development of ServicePattern, a scalable, reliable, and highly available multi-tenant, multichannel cloud contact center service
Bright Pattern is founded

Why Wait?

We are happy to answer questions, discuss specific workflows and requirements on a live presentation online, describe core benefits, or set up a pilot project to trial our applications without paying any license fees. Let Bright Pattern’s cloud contact center solution help you change the pattern of customer service

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