Bright Pattern, a leading provider of omnichannel cloud contact center software for midsize and enterprise companies, today announces its partnership with Toga, a trusted leader in CX and CCaaS development, integration, and delivery. With more than 17 years of experience in the customer support industry, Toga is dedicated to guiding, implementing, and supporting companies in their CX efforts. Bright Pattern Contact Center software will help Toga provide the most innovative and effortless omnichannel technology and professional services to enterprise customers in the healthcare, financial services, logistics, retail, telecommunications, and utilities industries.
Market studies predict that by 2020, the experience offered by the brand will be the most important differential for customers, even above the price or product, something to which many companies have responded positively, strengthening their service. One of the main problems faced by companies is that many still believe good customer service simply as something that could differentiate them from their competitors and not as a requirement for their subsistence. However, considering that one out of three customers completely abandons a brand after the first bad experience, this should be a paramount standard in any industry.
Currently in Latin America, brands don’t prioritize customer experience like other regions, but the Toga and Bright Pattern partnership will disrupt the LATAM region and help companies offer more innovative forms of communication to their customers, including emerging channels like video, in-app, bots, and social messengers.
“Forty percent of consumers say that they prefer customer service through text messages or online chat; however, in Latin America, these channels are rarely available,” said Boris Garfias, Executive Director at Toga. “Beyond that, brands in the region are just beginning to consider their social networks as possible channels of customer service, using them first as a tool for promotion and communication, and lastly as a point of contact to offer support to their customers. By partnering with Bright Pattern we have the best formula to improve LATAM customer experience, by providing the best-in-class cloud omnichannel contact center solutions to businesses of all sizes.”
“We’re delighted to partner with Toga, which has been an industry leader for nearly two decades,” said Brian Hays, Senior Vice President of Global Sales at Bright Pattern. “They continue to exceed customer expectations and offer total satisfaction, without compromise. We are looking forward to a long and immensely successful relationship.”
Bright Pattern helps its partners provide superior omnichannel customer service through the use of innovative cloud-first technology that is the most simple and powerful solution for midsize and enterprise companies. Bright Pattern was recently recognized as a market challenger by Ovum and by Gartner as a leader in the Contact Center FrontRunners Quadrant.
Bright Pattern provides the most simple and powerful contact center for innovative midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform that can be deployed quickly and nimbly by business users—without costly professional services. Bright Pattern allows companies to offer an effortless, personal, and seamless customer experience across channels like voice, text, chat, email, video, messengers, and bots. The company was founded by a team of industry veterans who pioneered the leading on-premises solutions and today are 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 and 12 languages.
With over 400 happy customers and more than 2 billion customer interactions delivered in the region, TOGA is leading the digital transformation for customers looking to transform their customer experiences. The Toga Business Cloud Strategy that offers a complete Cloud Customer Experience Suite, an innovative omnichannel and multiservice SaaS solution, is a best-in-class cloud platform that supports both public and private cloud deployments, and is designed for resiliency and scalability. Toga Business Cloud provides flexible, real-time scalable access to skilled agents, as well as rich analytics and reports, disaster recovery, seamless CRM integration, and flexible self-service capabilities; it drives innovation through emerging technologies, including AI, automation, IoT, chatbots, Virtual Agents and more.
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