The Latest Release Provides Innovative Video Chat Escalation, Easy-To-Use Agent Interface Updates, GDPR Compliance Advancements, and Omnichannel Communication Enhancements

Bright Pattern, leading provider of omnichannel cloud contact center software, released Bright Pattern Contact Center 5.2. Designed to improve customer experience through effortless and personalized omnichannel customer service, Release 5.2 enhances omnichannel communications with new video chat settings, support for private networks, features for PCI and GDPR compliance, and much more.

“The latest release of Bright Pattern Contact Center delivers several innovative updates to provide an effortless experience for agents, admins, and most importantly, customers,” said Michael McCloskey, CEO of Bright Pattern. “The new features are easy to use and they empower agents to create a more personalized customer experience. The release demonstrates our commitment to delivering a new paradigm of customer experience, enabling contact centers to delight customers and leverage outstanding service as a key differentiator.”

Personalize the Customer Experience with Video

Release 5.2 makes it incredibly easy for agents and customers to escalate a live chat to a VoIP call or video chat with the click of a button. Many customers enjoy seeing a live agent during a video chat. The new chat configuration settings start calls as audio only, with the option to change to video. Conveniently, both parties can turn their cameras on or off during a video session.

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Achieve Higher NPS with Advanced Surveys

Customers can make better business decisions and improve NPS with advanced survey options for IVR scenarios, which include new custom reporting fields and custom survey fields that make it easier to save specific interaction data and collected survey data in reports. In addition, speech-to-text capabilities allow contact centers to transcribe recordings and store the transcriptions and sentiments of those recordings.

Run in Any Cloud Infrastructure, on Any Network

Release 5.2 introduces support for private networks, giving customers the flexibility to use Bright Pattern on their choice of network (private, internal, or public).

Ensure GDPR and PCI Compliance

Bright Pattern Contact Center 5.2 provides continuous compliance support for PCI DSS and GDPR requirements. Content erasure allows authorized personnel to manually erase the content of any interactions selected via the Interaction Records page. Customers can also reclaim server space and remain GDPR compliant with the new tenant deletion options, allowing simultaneous deletion of audio and screen recordings, assigned access numbers, and historical databases.

“The contact center industry is becoming more and more complex with new compliance requirements and new channels emerging daily,” said Michael McCloskey, CEO of Bright Pattern. “The best way for contact centers to remain compliant and ensure customer experience success is to partner with a trusted and innovative technology vendor.”

Key Features for Highly Engaged Teams

According to Gallup, highly engaged teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales. An easy-to-use agent desktop creates a more engaged and empowered workforce, leading to improvements in ROI and customer satisfaction ratings.

To create an effortless experience for agents and administrators, Bright Pattern Contact Center 5.2 also provides:

• Easy-to-use chat transcript templates for messaging/chat
• Quicker delivery of web chat components using Amazon CloudFront
• Easily view deleted/disabled agents in reports
• Empower your agents with new JavaScript API methods

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