Zappix Partners with Bright Pattern to Transform Contact Centre Capabilities

Zappix, the leader in On-Demand Customer Service Solutions, has partnered with Bright Pattern, a leading provider of omnichannel cloud contact centre software for midsize and enterprise companies, to deliver improved customer experience (CX) solution for contact centres.

Contact Centre CLUB

Modern customer service is defined by fast responses, effective experiences, and dynamic digital channels. Bright Pattern omnichannel cloud contact centre solution is one of the industry’s simplest, most powerful contact centre technology. Zappix On-Demand Customer Service Solutions deliver fast, straightforward and automated user experiences. The two companies combine to provide the speed, simplicity, flexibility, and self-service automation modern consumers demand.

“Together, Bright Pattern cloud contact centre technology and Zappix On-Demand Customer Service Solutions provide the modern customer experience (CX) solutions businesses need,” said Yossi Abraham, Zappix president. “This partnership works in harmony to deliver omnichannel interactions with self-service capabilities quickly connecting customers to the solutions they want while empowering contact centre agents and setting them up for success.”

Zappix solutions integrate with any third-party or backend systems and deliver great results:

  • Enhanced customer satisfaction — easy to use self-service tools
  • Reduced number of repetitive calls sent to live customer service representatives
  • High containment rates
  • Lower call centre costs
  • Agents empowered to focus on high-value, complex calls
  • Reduced agent burnout

“Digital disruption is the new norm in the contact centre space,” said Brian Hays, Senior Vice President of Bright Pattern. “Mobile customer care increased by 41% alone in 2018 and customers now expect mobile and self-service support on-demand. Zappix and Bright Pattern meet the needs of modern consumers providing a true omnichannel experience with innovative self-service, Visual IVR, On-Demand Apps, Outbound Engagement and Customer Service RPA.”

The two companies are helping clients around the world implement cutting-edge solutions for modern customer service and contact centre interactions.

About Zappix

Zappix delivers On-Demand Customer Service Solutions: Visual IVR, On-Demand Apps, Outbound Engagement and Robotic Process Automation (RPA). The cloud-based solutions improve the customer journey during contact centre interactions. The open platform enables workflow automation, rapid deployments, and seamless integration to back-end systems (CRMs, ERPs, etc.), and IVRs, and provides a comprehensive Analytics Suite.

The Zappix solution provides significant benefits and ROI: reducing costs by increasing containment rates for contact centres, improving customer experience and Net Promoter Score (NPS), creating new revenue opportunities using targeted promotional banners and automation of revenue generating use-cases.

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