The Bright Pattern integration app for ServiceNow brings omnichannel communication, contact center management, and cost saving automation for ITSM and CSM providers. The CTI based plugin connects ServiceNow users to the Bright Pattern cloud platform, enabling the following features to optimize agent workflows and improve end user experience.
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Meet your customer on any channel, in context through Bright Pattern’s cloud omnichannel communication. Our platform links your service center to users via voice, SMS/MMS, webchat, MS Teams, email, and popular messenger applications like Whatsapp, Facebook, and Line, ensuring a smooth experience for both agents and end users.
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Automate more self-service tasks such as ticket creation, outage notifications, and service request updates to reduce agent workload. Bright Pattern completes end user requests directly over voice and text channels and updates activity history without agent assistance.
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Streamline agent work usage with an intelligent on-page softphone. The Bright Pattern communication widget goes beyond dial functions; it also retrieves activity history, displays single click call options, and accesses knowledge base content. It also helps manage records for agents with quick lookup features, saving activity history, and displaying incoming tickets automatically.
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Identify and protect users with built-in contact recognition for custom processing, and available MFA and biometric capabilities for increased security.
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Resolve device issues directly and quickly with native remote assist from Bright Pattern. This feature gives agents control over remote client devices allowing faster incident resolution and request fulfillment right from the agent workspace.
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Eliminate password reset headaches for Microsoft Active Directory users, as Bright Pattern fully automates the process from user identification and verification, password distribution, and ticket creation and updates.
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Leverage comprehensive contact center features including service queuing, agent routing, performance metrics and QM, supervisor monitoring, and interaction reporting. Bright Pattern’s cloud solution offers ITSM and CSM service centers a complete set of tools for more effective agents, supervisors, and administrators.
- Enhanced communication widget with
- Updated UI
- Advanced click-to-dial
- Associated record control
- Guided setup
- Remote Assist
ServiceNow ITSM or CSM required