UpCom DTS, Deploys Bright Pattern Contact Center with NewGO

Bright Pattern, a leading provider of AI-powered cloud contact center software, announced that it was deployed by UpCom DTS. UpCom DTS is one of the leading business process outsourcers in Chile with over 1,700 collaborators. Bright Pattern was selected for its enterprise functionality, out-of-the-box CRM integrations, AI-powered quality management solutions, and the ability to scale up and down from the cloud to support UpCom DTS’s clients seasonal demand fluctuations.

Due to the pandemic, UpCom DTS needed a cloud platform that would empower remote agents and provide supervisors with critical omnichannel quality management features to manage disperse teams virtually. Additionally, they needed a contact center vendor with seamless integrations to their many CRM providers including Microsoft Dynamics 365, Salesforce, Zendesk, ServiceNow, Oracle Service Cloud, and more.

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UpCom DTS decided to deploy Bright Pattern Contact Center with the help of customer software experts at NewGO, a dedicated Bright Pattern partner. The NewGO and Bright Pattern team deployed the software in a few short weeks. The Bright Pattern platform allows UpCom DTS to easily switch from one channel to another and interact with more than one channel at the same time. The omnichannel platform also allows the UpCom DTS team to manage interactions on all channels and track and report on the entire customer journey across all channels. “The availability, quality, speed, and empathy of our partners is vital for our business,” said Carlos Quintino, Planning and Development Director at UpCom DTS. “With Bright Pattern and NewGO, you have a very good team from a technical and service perspective.”

“Bright Pattern is the innovative and flexible platform that we need,” continued Quintino. “Being able to plug & play, and not having to install anything for teleworking is a tremendous advantage. It allows us to generate new remote jobs easily in minutes. Bright Pattern’s ease of integration is also key. Bright Pattern is a very secure, stable, and easy-to-use platform, requiring a lower level of support. I cannot fail to mention its excellent functionalities and uptime. It is true omnichannel with context on all service channels.”

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“Bright Pattern has been deployed by the largest and most innovative BPOs in the Americas, EMEA, and APAC, and we are excited to now be working with UpCom DTS, the largest BPO in Chile“, said Ted Hunting, Senior Vice President, Marketing, Bright Pattern. “UpCom DTS’s deployment in weeks by the solution experts at our partner NewGO speaks to Bright Pattern’s simplicity for companies, agents, and our consultant implementation partners.”

Companies of all sizes select Bright Pattern to support their customer care organizations because of its simplified – yet robust – omnichannel platform, offering traditional channels; emerging channels like Facebook Messenger; in-app customer support; enterprise functionality; cloud-first architecture; and the ability to modify without the use of outside services. Bright Pattern was recently recognized by Ovum as a Market Challenger, by Omdia for best platform functionality, by Frost & Sullivan as a top-performing vendor, and by Gartner as a leader in the Call Center FrontRunners Quadrant.

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