Bright Pattern, leading provider of omnichannel call center software, announced its integration with NICE WFO to help customers optimize operational performance and reduce cost through advanced workforce analytics. Bright Pattern’s enterprise customers are early adopters of the integration looking to improve customer experience and empower employees with powerful WFO tools.
Bright Pattern enterprise customers needed an omnichannel cloud contact center solution that integrated with their current WFO providers like NICE. Bright Pattern created the integration to improve agent productivity, and provide sophisticated scheduling and forecasting technology for customers.
NICE WFO includes Workforce Management, Performance Management, Quality Management, Interaction Analytics and Real-Time Guidance and Automation. The solution enables companies to improve customer satisfactions rating by identifying performance gaps, delivering coaching, providing advanced scheduling and forecasting, and improving overall agent performance and productivity.
“The landscape of customer experience is constantly changing, but it always remains clear that knowledge is power,” said Miki Migdal, President of NICE Enterprise Product Group. “The future of customer service requires companies to know more than they do today in order to retain agent and improve customer satisfaction. Bright Pattern’s integration with NICE WFO delivers the tools necessary for organizations to move into the modern age of customer service.”
“Workforce Optimization software is crucial for contact centers wanting to maximize the performance levels of representatives, as well as the quality and consistency of their communication with customers, while reducing unnecessary overtime expenditures,” said Konstantin Kishinsky, CTO of Bright Pattern. “Adding WFO to omnichannel contact center software truly amplifies agent productivity and their ability to improve the customer experience.”