Bright Pattern Partners with NCSi to Deliver AI-Powered Omnichannel Communication Solutions

Improve your service management ROI with an Omnichannel Communication Interaction Platform for digital transformation, AI-powered automation, and remote service desk capabilities

Bright Pattern, leading provider of omnichannel communication software for innovative companies, partners with NCSi, leading IT service management consultant and solution provider. Together, Bright Pattern and NCSi 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 NCSi’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 NCSi 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 NCSi’s proven knowledge of Service Management processes and solutions including Ivanti and ServiceNow, 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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“Our customers want more options to interact with, and better performance analytics from their IT Service Desk,” said Bryan Hadzik, Chief Technology Officer at NCSi. “Bright Pattern affords them the opportunity to go beyond the normal channels to ensure the highest customer satisfaction. By utilizing Bright Pattern’s voice, text and social platforms for incident requests, we help our clients increase overall Service Desk adoption and resolution satisfaction.”

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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