Global food giant chooses Bright Pattern to unify interactions across channels and business units for their Latin American contact center operations

Bright Pattern, a leading provider of AI-powered cloud contact center software, has been chosen by Sodexo, a global food and facilities management service provider, to redesign its customer experience and reduce operating costs by unifying their service channels into a single omnichannel platform.

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“They now have a single pane of glass for seeing a customer’s journey that also allows agents to switch between channels.”

Sodexo was using multiple systems for their multichannel contact center, creating siloed channels, friction for customers and agents, and an inability to see complete customer journeys. They wanted to provide state-of-the-art customer care with faster and easier interactions on any channel using a cloud-based omnichannel contact center platform. In addition, they wanted a complete view of voice and digital interactions for all customers with the ability to create custom omnichannel reports to understand the entire customer journey. They also needed a platform that enabled new self-service customer service options on different channels.

With Bright Pattern, Sodexo redesigned its customer service in 30 days. This reduced operating costs, leading to a 15% increase in agent occupancy while increasing the availability of mission-critical services to greater than 99.99% during the initial deployment.

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“Sodexo wanted to break down siloed customer interactions to reduce customer and agent effort across different channels and business units, and provide a true omnichannel customer experience,” said Ted Hunting, SVP Marketing, Bright Pattern. “Using Bright Pattern, they now have a single pane of glass for seeing a customer’s journey that also allows agents to switch between channels. They deployed in less than a month, realizing returns in the first month and improving uptime to a new all-time high.”

Companies of all sizes select Bright Pattern to power their customer experience because of its easy-to-use yet powerful omnichannel platform, offering traditional channels and emerging channels like Facebook Messenger, in-app customer support, enterprise functionality, and cloud-first architecture. 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 as a leader by Gartner and G2 Crowd as a CCaaS leader.

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