Contact Center Solutions Now Available Through Several Carahsoft Federal, State and Local Government Vehicle Contracts
SOUTH SAN FRANCISCO, Calif. at RESTON, Va., Ene. 18, 2022 / PRNewswire/ – Bright Pattern, a leading provider of AI -powered cloud contact center software, and Carahsoft Technology Corp., The Trusted Government IT Solutions Provider®, today announced a partnership. Under the agreement, Carahsoft will serve as Bright Patterns ’Master Government Aggregator®, making available to the Public Sector the company’s industry-leading omnichannel contact center software through Carahsoft’s NASA Solutions for Enterprise-Wide Procurement (SEWP) V, ITES-SW2, NASPO, OMNIA, The Quilt, and the company’s E&I contracts and reseller partners.
Government agencies now have access to an all-in-one cloud solution that enables multichannel call center operations.
“We are pleased to partner with Carahsoft, the Government’s most trusted IT solution provider, to deliver innovative cloud -based contact center solutions to Government agencies,” he said. Michael McCloskey, CEO of Bright Pattern. “Through the partnership with Carahsoft, we will allow Government agencies to use AI, automation, and digital channels such as text messages, social messengers, and chatbots to improve client satisfaction.”
Government call centers and services are essential for agencies and programs to effectively serve their constituents, making improved customer service a high priority for the Public Sector. Despite the Government’s need for advanced call centers and services, however, many of them operate on a tight budget. This prevents agencies from upgrading their call center operations, subsequently widening the technology gap between the Public and Private sectors and negatively impacting the customer experience. Using Bright Pattern’s Cloud Contact Center platform, Government agencies can modernize their mobile digital channels to support their constituents and maximize revenues from their current budgets.
Bright Pattern’s cloud-based contact center solution provides the advanced features agencies need at the lowest cost in industry professional services. Bright Pattern supports features including omnichannel communication, accurate Conversational Interactive Voice Response (IVR), customizable self-service options and artificial intelligence (AI) powered quality assurance, all of which help the call center. Government to close the technology gap between the agency and its constituents. Bright Pattern can integrate agencies with existing CRM or IT Service Management (ITSM) solutions such as ServiceNow, Ivanti, and more.
Bright Pattern Contact Center Software for Government Agencies:
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Interact with Citizens on Any Channel- Bright Pattern’s omnichannel platform allows constituents to use any digital channel and switch between channels with ease while communicating with the agency. The platform supports SMS/text messaging channels, mobile app, messaging app, chat, etc. in addition to traditional communication channels such as voice and email.
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Self-Service and Automation of Common Tasks -Government agencies are often flooded with repetitive tasks, such as paying fees and fines, filing complaints, reporting glitches or damages, and answering frequently asked questions. The implementation of Bright Pattern’s self-service technology enables agencies to automate routing tasks to the agency’s 311 number. Bright Pattern’s Conversational IVR and Standard IVR are powered by Natural Language Processing, which allows constituents to use their natural language to go through the self-service menu and select the right agency or team for their issues.
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Empower Public Servants – Bright Pattern’s intuitive and easy to use contact center solution and agent desktop. AI can assist customer service agents while communicating with constituents through suggested responses and real-time caller emotional analysis. Furthermore, supervisors can use Omni QM and Bright Pattern’s unified reporting dashboards to gain insight into contact center operations.
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Omnichannel Quality Assurance to Observe and Evaluate Agent Interactions across All Channels -Bright Pattern’s Omni QM feature allows agencies to track 100% of interactions across all channels. Users can observe interactions on traditional channels: such as voice calls, email and SMS / text messaging; while also tracking interactions with emerging digital channels such as in-app messaging, messaging apps, and web chats.
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Use Your CRM to Personalize On-Premises Interactions – With Bright Pattern’s comprehensive CRM integration, a contact center can use on -premises information to match caller information (phone number, phone call ID) to data from the agency’s CRM database for faster and continuous service. Integrate with any CRM-Microsoft Dynamics, Salesforce, or even your own record management system.
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Turbocharge Your Existing IT Service Management Solution -Bright Pattern is also seamlessly integrated with leading ITSM and Enterprise Service Management (ESM) solutions so agencies don’t have to rip-and-replace existing software but can add digital channels and powerful AI and automation with current solutions.
“By adding Bright Pattern to our offerings, Government agencies now have access to an all-in-one cloud-based solution that allows users to simplify and manage their multichannel calls center operations to improve customer satisfaction, ”he said. Evan Slack, Director of Sales for Emerging Cloud and Virtualization Technologies at Carahsoft. “We look forward to working with Bright Pattern and our reseller partners to help agencies modernize their communication channels while optimizing their current resources and budgets.”
Bright Pattern software is available through Carahsoft’s SEWP V contracts NNG15SC03B and NNG15SC27B, ITES-SW2 Contract W52P1J-20-D-0042, NASPO ValuePoint Master Agreement Contract #AR2472, OMNIA Partners Contract #R191902, MSAgreement Number191902, MSAgreement Number19190 , The Quilt-Agreement Number1902, MSAgreement Number1. E&I Contract #EI00063 ~ 2021MA, and through the company’s reseller partners. For more information, contact the Bright Pattern team at Carahsoft at (833) 597-5570 or [email protected].
About Bright Pattern
Bright Pattern provides the simplest and most powerful AI-powered omnichannel contact center software at service management solutions for innovative midsize and enterprise companies. To make customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform included embedded AI which business users can deploy quickly and agile — without expensive professional services. Bright Pattern allows companies to offer an effortless and personalized customer experience across channels such as voice, text, chat, email, video, messenger, and bot. Bright Pattern also allows companies to measure and act on every interaction on every channel with embedded AI omnicchannel quality management. The company was founded by a team of industry veterans who pioneered leading contact center solutions and now delivers an architecture for the future with a advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used worldwide in over 26 countries.
About Carahsoft
Carahsoft Technology Corp. is The Trusted Government IT Solutions Provider®, supporting Public Sector organizations in Federal, State and Local Government agencies and the Education and Healthcare markets. As Master Government Aggregator® for our vendor partners, we deliver solutions for Cybersecurity, MultiCloud, DevSecOps, Big Data, Artificial Intelligence, Open Source, Customer Experience and Engagement, and more. Working with resellers, system integrators and consultants, our sales and marketing teams provide industry-leading IT products, services and training through hundreds of vehicle contracts. Visit us at www.carahsoft.com.
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SOURCE Bright Pattern