Bright Pattern and Matrix42 Partner to Offer Matrix42 Users an AI-Powered Omnichannel Communication Interaction Platform for Service Management

Turbocharger Matrix42 with an omnichannel communication interaction platform for digital transformation, AI-powered automation, and remote helpdesk capabilities

SOUTH SAN FRANCISCO, CA., May 5, 2022 /PRNewswire/ — Bright Pattern, a leading provider of omnichannel communications software for innovative businesses, is launching a new Omnichannel communication interaction capabilities for IT service management with Matrix42 that improves return on investment for help desks and service management organizations by automating common processes including incident management, problem management, change management, request management, service catalog, quality management and omnichannel contact center communications. Bright Pattern’s omnichannel interaction platform integrates with Matrix42 out of the box to provide current users with instant access to digital channels, AI and automation.

Bright Pattern seamlessly integrates with Matrix42 to provide instant access to digital channels, AI and automation.

Matrix42 and Bright Pattern will showcase the joint solution at booth 275 as part of SITS at London, Europe the largest event for IT service management, service desk and IT support professionals. Bright Pattern will also join Matrix42 for a talk session and Q&A roundtable at the show on May 12 15 hours.

Bright Pattern’s AI-powered omnichannel communication interaction platform enables Matrix42 users to communicate across all voice and digital channels (chat, SMS, MMS, email and messengers) while providing automation advanced. Bright Pattern’s software dramatically improves ROI for service management teams with automated password reset, automated incident creation and resolution, status updates and notifications, free -voice service and automated routing of all communications. The software also allows companies to measure employee performance and customer satisfaction through advanced quality management features.

“Bright Pattern’s omnichannel interaction platform provides service management teams with true innovation that addresses common challenges faced by ITSM teams today,” said Kevin Smith, ITSM industry expert and author of “World-Class IT Service Management”. “I don’t recall seeing a higher ROI for ITSM technology. It brings powerful AI and proven automation to organizations’ existing service management solutions. Companies can continue to use their current platform while improving the performance of their ITSM processes.”

“During initial discussions about a Marketplace partnership with Bright Pattern, we quickly recognized the potential of the solution and its integration with Matrix42 products. Thanks to the seamless integration, we now offer our customers many new features.” mentioned Alexander LinkProduct Line Manager Marketplace Matrix42 AG and Managing Director Matrix42 Marketplace GmbH.

Bright Pattern is the simplest and most powerful AI-based communication interaction platform with the highest return on investment and fastest deployment time in the industry (half the industry average ). Bright Pattern ranks #1 for Omnichannel Innovation, #1 for Time to Deploy, #1 for Professional Services, and #1 for Hosting Reliability.

Core Feature of AI Powered Omnichannel Communication Interaction Platform:

Automation of incident management – Incident management is automated and streamlined with Bright Pattern’s AI-powered ITSM platform. Reduce call volume by up to 30%, reduce wait times by 10-20%, improve customer satisfaction by up to 10%, and increase first call resolution by up to 20%. Here are some of the ways Bright Pattern streamlines incident management:

  • Automatic password reset

  • Automated incident record creation

  • Smart Routing for Escalations

  • Create an incident on any channel

  • Proactive SLA violation notification

  • Co-browsing

Automation of problem and change management – Streamline issue and change management, and make decisions and implement quickly with little disruption. With Bright Pattern’s ITSM platform, reduce call volumes by 60% during an outage or service degradation day, reduce change approval time by 75%, and reduce calls to local service centers by 30%. Bright Pattern features include:

  • Automated notification of planned and unplanned outages

  • Automated notification of service degradation

  • Automated CAB vote on change request

Automation of quality management – Reduce the training cycle by up to 40% and improve customer satisfaction by developing accurate improvement plans with service desk quality management and automated CSAT scoring on all interactions.

Contact Center Management – Improve customer satisfaction in your help desk and empower employees to provide better customer service. Reduce time to close an incident by 20%, improve customer satisfaction by 10%, reduce agent training by 40%, and calculate accurate CSAT scores on all call center interactions Outbound Customer Care Outreach and Bright Pattern Service Management.

Automation of request management – Automated creation of service requests for fast and proactive service to users. Reduce the total time it takes to create a service request by 80% and reduce the number of calls by 20-30%.

Service Catalog Automation – Give customers and employees access to an automated service catalog for 24/7 access, reducing call volume by 10-20%.

About the light pattern
Bright Pattern provides the simplest and most powerful AI-powered omnichannel contact center software and service management solutions for medium and large innovative companies. To make customer service brighter, easier and faster than ever, Bright Pattern offers the only true omnichannel cloud platform with Embedded AI that can be deployed quickly and with agility by business users, without costly professional services. Bright Pattern enables businesses to deliver a simple and personal customer experience across channels such as voice, text, chat, email, video, messengers and bots. Bright Pattern also enables businesses to measure and act on every interaction on every channel with AI Omnichannel Quality Management. The company was founded by a team of industry veterans who pioneered leading contact center solutions and now deliver an architecture for the future with a advanced cloud approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries.

Bright Pattern Logo (PRNewsfoto/Bright Pattern)

Bright Pattern Logo (PRNewsfoto/Bright Pattern)



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