Bright Pattern and Carahsoft Team to Bring Powerful Cloud-Based Omnichannel Contact Center Software to Public Sector Agencies

Contact Center Solutions Now Available Through Multiple Federal, State, and Local Government Contract Vehicles from Carahsoft

SOUTH SAN FRANCISCO, CA. and RESTON, Go., January 18, 2022 /PRNewswire/ — Bright pattern, a leading provider of AI-powered cloud contact center software, and Carahsoft Technology Corp.., The Trusted Government IT Solutions Provider®, today announced a partnership. Under the agreement, Carahsoft will serve as Bright Patterns’ Master Government Aggregator®, making the company’s industry-leading omnichannel contact center software available to the public sector through Carahsoft’s NASA Solutions for Procurement at enterprise-wide (SEWP) V, ITES-SW2, NASPO, OMNIA, The Quilt and E&I and the company’s reseller partners.

Bright Pattern Logo (PRNewsfoto/Bright Pattern)

Government agencies now have access to an all-in-one cloud solution that enables multi-channel call center operations.

“We are thrilled to partner with Carahsoft, the most trusted government IT solutions provider, to deliver innovative cloud-based contact center solutions to government agencies,” said Michael McCloskey, CEO of Bright Pattern. “By partnering with Carahsoft, we will enable government agencies to leverage AI, automation, and digital channels such as SMS, social messaging, and chatbots to improve customer satisfaction.”

Call centers and government services are essential for agencies and programs to effectively serve their constituents, making improving customer service a high priority for the public sector. Despite the government’s need for call centers and advanced services, many of them operate on a tight budget. This prevents agencies from upgrading their call center operations, subsequently widening the technology gap between the public and private sectors and negatively impacting customer experience. With Bright Pattern’s Cloud Contact Center platform, government agencies can modernize their mobile digital channels to support their constituents and maximize returns on their existing budget.

Bright Pattern’s cloud-based contact center solution provides the advanced features agencies need at the lowest professional services costs in the industry. Bright Pattern supports features like omnichannel communication, accurate conversational interactive voice response (IVR), customizable self-service options, and artificial intelligence (AI)-powered quality assurance, all of which will help the data center calls on the government to bridge the technology gap between the agency and its constituents. Bright Pattern can integrate with existing CRM or ITSM (IT Service Management) solutions from agencies such as ServiceNow, Ivanti, etc.

Bright Pattern Contact Center Software for Government Agencies:

  • Communicate with citizens on any channel – Bright Pattern’s omnichannel platform allows voters to use any digital channel and easily switch between channels when chatting with the agency. The platform supports SMS/text channels, mobile apps, messaging apps, chat, etc. in addition to traditional communication channels such as voice and email.

  • Self-service and automation of routine tasks – Government agencies are often overwhelmed with repetitive tasks, such as paying bills and fines, filing complaints, reporting malfunctions or damages, and answering frequently asked questions. Bright Pattern’s self-service technology implementation allows agencies to automate routing tasks to the agency’s 311 number. Bright Pattern’s Conversational IVR and Standard IVR are powered by natural language processing, allowing voters to use their natural language to navigate the self-service menu and select the appropriate agency or team for their problems.

  • Empower officials – Bright Pattern’s contact center solution and agent desktop is easy to use and intuitive. AI can help customer service agents in conversations with voters with response suggestions and real-time caller sentiment analysis. Additionally, supervisors can use the unified reporting dashboards of Omni QM and Bright Pattern to gain insight into contact center operations.

  • Omnichannel QA to observe and assess agent interactions across all channels – Bright Pattern’s Omni QM feature allows agencies to monitor 100% of interactions across all channels. Users can observe interactions on traditional channels: such as voice calls, emails and SMS; while monitoring interactions on emerging digital channels such as in-app messaging, messaging apps, and web chats.

  • Leverage your CRM to personalize interactions with your voters – With Bright Pattern’s comprehensive CRM integrations, a contact center can use component information to match caller information (phone number, phone number) with data in the CRM database of the agency for a faster and more transparent service. Integrate with any CRM – Microsoft Dynamics, Salesforce or even your own records management system.

  • Boost your existing IT service management solution – Bright Pattern also seamlessly integrates with leading ITSM and Enterprise Service Management (ESM) solutions so agencies don’t need to remove and replace legacy software, but can add digital channels and AI and powerful automation to existing solutions.

“With the addition of Bright Pattern to our offerings, government agencies now have access to an all-in-one cloud solution that allows users to simplify and manage their multi-channel call center operations to improve customer satisfaction,” said Evan Slack, Director of Sales for Emerging Cloud and Virtualization Technologies at Carahsoft. “We look forward to working with Bright Pattern and our reseller partners to help agencies modernize their communication channels while maximizing their existing resources and budgets.”

Bright Pattern software is available through Carahsoft’s SEWP V contracts NNG15SC03B and NNG15SC27B, ITES-SW2 contract W52P1J-20-D-0042, NASPO ValuePoint Master Agreement #AR2472, OMNIA Partners contract #R191902, Quilt Master Service MSA05012019-E, E&I Contract #EI00063~2021MA, and through the company’s reseller partners. For more information, contact Carahsoft’s Bright Pattern team at (833) 597-5570 or [email protected].

About the light pattern
Bright Pattern provides the simplest and most powerful AI-powered omnichannel contact center software and service management solutions for medium and large innovative companies. To make customer service brighter, easier and faster than ever, Bright Pattern offers the only true omnichannel cloud platform with Embedded AI that can be deployed quickly and with agility by business users, without costly professional services. Bright Pattern enables businesses to deliver a simple and personal customer experience across channels such as voice, text, chat, email, video, messengers and bots. Bright Pattern also enables businesses to measure and act on every interaction on every channel with AI Omnichannel Quality Management. The company was founded by a team of industry veterans who pioneered leading contact center solutions and now deliver an architecture for the future with a advanced cloud approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries.

About Carahsoft
Carahsoft Technology Corp. is the trusted government IT solutions provider®, supporting public sector organizations in federal, state and local government agencies and in the education and healthcare markets. As the main government aggregator® for our vendor partners, we provide solutions for cybersecurity, multicloud, DevSecOps, big data, artificial intelligence, open source, customer experience and engagement, and more. Working with resellers, systems integrators and consultants, our sales and marketing teams deliver industry-leading IT products, services and training through hundreds of contract vehicles. Visit us at www.carahsoft.com.

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