IT-Communications, a BPO provider with a number of locations throughout Japan, has selected Bright Pattern Contact Center software to fuel the digital transformation of its clients’ customer relationships. Communication Business Avenue, Inc was selected as an implementation partner on the project.
What ultimately led IT-Communications to choose Bright Pattern Contact Center, after all operational requirements were satisfied, was its support for emerging social messaging channels like LINE and extensive AI capabilities.
LINE is a free mobile messaging app for smartphones, tablet computers, and personal computers. With 600 million users reported in 2015, LINE has a significant footprint around the world and is the most popular messaging application in Japan. Users exchange texts, stickers, images, video, and audio, as well as conduct free voice conversations and video conferences.
Technology developed by the top AI solution provider in Japan, enables Bright Pattern Contact Center to provide a number of exciting features for Japanese-speaking customers, such as customer phrase pattern displays, natural language chatbot automation on all text-messaging channels, indications for focusing coach and supervisor attention on negative sentiment conversations, full-text search of all communications, and context-based agent assistance.
“We are happy to have been selected by IT-Communications for our AI and omnichannel strategy,” said Konstantin Kishinsky, CTO and Founder of Bright Pattern. “Our always-on, active-active platform featuring over 25 point-and-click integrations with AI cloud service providers gives our customers the power and flexibility to drive digital transformation.”
“Bright Pattern software opens new opportunities for our clients to engage the digital generation,” said Takashi Ishihara, President of IT-Communications. “We are pleased to offer more value with cutting edge technology, while underscoring our core strengths of agility, service quality, and customer focus.”