Bright Pattern Partners With Kifinti to Deliver AI-Powered Omnichannel Communication Solutions to Service Management Organizations

Bright Pattern, leading provider of omnichannel communication software for innovative companies, partners with Kifinti, a leading IT service management consultant and solution provider. Together, Bright Pattern and Kifinti deliver a modern Omnichannel Communication Interaction Platform for IT Service Management to improve ROI by automating common processes including incident management, problem management, change management, request management, service catalog, quality management, and omnichannel contact center communications. With the current pandemic and the move to remote workforces, it is critical now more than ever to get more out of service management solutions.

“Bright Pattern’s Omnichannel Communication Interaction Platform paired with Kifinti’s deep service management knowledge provides a perfect combination to help you get more out of your current solution, allowing you to communicate on all voice and digital channels while providing advanced automation,” said Michael McCloskey, CEO of Bright Pattern.

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Bright Pattern software dramatically improves the ROI of service management solutions with automated password reset, automated incident creation and resolution, status updates and notifications, voice self-service, and automated routing of all communications. The software also lets companies measure employee performance and customer satisfaction with advanced quality management features to improve every interaction.

“The Bright Pattern and Kifinti partnership brings much-needed new and innovative solutions to the ITSM marketplace,” said Kevin J. Smith, President of the IT Transformation Institute and author of ‘World-Class IT Service Management’. “Bright Pattern offers a unique set of AI and automation tools, and in combination with Kifinti’s proven knowledge of Service Management processes and solutions, this partnership will help companies tackle many of the common challenges faced by Service Management teams today–including automated password reset and proactive outage notifications, which in combination provide a compelling ROI and are proven to reduce service desk call volumes by 30-60%.”

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“We are excited to provide our customers with a cloud-first omnichannel contact and communication platform,” said Jon Camilleri, President & CEO of Kifinti. “In these times with the need for remote workforce solutions, the ability to deliver service anywhere and anytime is critical. The Bright Pattern solution provides cloud-based technology that is much needed and will bring value and innovation to IT service management teams.”

The Omnichannel Communication Interaction Platform is proven to save companies like the world’s largest HR service firm, Randstad, hundreds of thousands in IT costs per month. Companies are able to achieve ROI in just months and reduce call volume by 30-60% with top use cases including:

• Automated Creation of Incident Record
• Automated Password Reset
• Create Incident on Any Channel
• Service Desk Quality Management
• Outbound Customer Care Outreach

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