BRIGHT PATTERN
VION Launches India Instance of Global CCaaS Platform - Bright Pattern
For the 1st time in India, a new-age, truly cloud native, AI driven, omni-channel cloud contact center platform is being launched with an instance that is hosted within India and is providing complete compliance with Indian telco (DoT) regulations for both inbound and outbound call handling using any telco service providers.
Bright Pattern - Easiest-to-Use Omni-channel Cloud Contact Center Platform
Bright Pattern has been rated the #1 CCaaS Platform in the world TrustRadius and it features regularly amongst the leaders across other rating agencies by Gartner, Forrester, Frost & Sullivan, G2 to name a few.
Bright Pattern is one of the most stable platforms in the domain, highly secure, highly compliant, equipped with AI based interaction automation capabilities across all channels, extensive list of ready-to-use and simple API driven integrations.
Elevating CX with AI
- Tier 1 CCaaS Platform
- Regulatory Compliances
- Ease-of-Use
- Stability
Bright Pattern is a Gartner, Forrester, G2 leader, amongst Tier 1 global CCaaS platform. Completely cloud native and truly omni-channel, driven by new-age speech and AI based automation capabilities
Is equipped with multiple compliances like ISO 27001, GDPR, TCPA, PCIDSS, HIPAA, SOC 1 & 2 to name a few. Completely compliant with Indian IT and Telco regulations - all software, applications and data reside within India
One of the easiest CCaaS platforms to adopt, use and administer. Ready-to-use integrations across CRMs, ERPs, Collaboration tools, Speech technologies, SSO platforms. Low-code customizations, workflow automations, intuitive user interfaces
The platform offers an uptime of 99.998% with a n-tier architecture that ensures zero production outages. Even there are no maintenance stoppages, no downtimes for upgrades, patches, etc.
High Level Features
Give your customers a seamless, context-rich, and personalized customer experience. Track the customer’s journey from the beginning to the end with the advanced features of Bright Pattern’s powerful call center solution.
AI Driven Real-time Assists
Cutting-edge AI driven real time next best action predictions to agents, which changes with every utterance of the customer and keeps the assist in context with the interaction
Low-code Journey Designers
Zero code work and call flow editors that perform all sorts of actions to power resolution oriented self-service journeys across voice or digital channels
Ready-to-Use Integrations
Get a host of out-of-the-box integrations for Single Sign-on (Okta), CRMs (Salesforce, MS Dynamics), Ticketing (ServiceNow), collaboration (MS Teams, Slack) and also Custom CRMs
Extensive Flexibility
Allows wide range of customizations via configurable parameters and metrics. Custom developments can be easily achieved
Built for Cloud
Bright Pattern is a built for cloud platform using micro-services architecture, n-tier component structure, unlike on-premise software merely hosted on cloud
All Interactions, Any Channel
Performs inbound and outbound interactions across voice and digital channels, presents a unified interaction history for persistent conversation context
Compliances and Global Network
Bright Pattern is one of the most stable Cloud Contact Center platforms in the world today and it is owing to its ground-breaking “n-tier” architecture for its software as well as network components.
Bright Pattern also has all the necessary compliances in place from regulatory and data security perspectives.
Ready-to-Use Integrations
Bright Pattern has out-of-the-box integrations with top CRM providers, including Salesforce, Microsoft Dynamics, Zendesk, Oracle Service Cloud, and ServiceNow, Zoho, to name a few.
The list of such integrations is continuously being expanded. Today it also includes technologies like Verint, Playvox, Auraya.
Seamless Collaboration using Microsoft Teams
Bright Pattern seamlessly integrates with Microsoft Teams to enable Teams users to make or receive calls through the Bright Pattern platform. Teams’ user’s presence is also visible through Bright Pattern interface.
Real Time Next Best Action Predictions
In-call agent prompts based on the context of the call
Keeps updating the assist prompts based on newer intents being identified
Can connect to native Knowledge Base or 3rd party platforms like Shelf or Proprofs.com or any insights engine or prediction algorithms which provide Next Best Actions.
CX Transformation @ Scale using Bright Pattern
VION has executed one of the complex and massive digital transformation projects for a leading mobility service provider. The project involved building over 850+ voice and chat bots, integrations with 8 back end platforms, connecting 400+ DIDs across 40 countries, that are being served by the client. Read the case study here.