Bright Pattern's Omnichannel Communications solution synergizes with ServiceNow to unlock the full potential of your ITSM suite. Fully integrated into Classic and Agent workspaces, our solution complements and enhances native ServiceNow capabilities to optimize IT operations and streamline their management, while remaining flexible and customizable to address your unique business challenges.
Bright Pattern enables interactions on all voice and digital channels (chat/SMS/MMS/email/messengers) and adds advanced automation capabilities for incident, problem, change, and request management.
UNMATCHED SERVICE EFFICIENCY
- Reduce Handling Time with automated record creation and activity history attachment directly to ServiceNow native objects
- Promote SLA Adherence with omnichannel QM, real-time supervision, and conversation recording/transcription
- Drive Service Request Fulfillment with comprehensive self-service capabilities from password reset inquiries to caller identification and verification
MAXIMUM SYSTEM RELIABILITY
- Accelerate Resolution of critical incidents with intelligent routing and automatic escalation to the right personnel
- Minimize Downtime and ensure swift recovery with real-time co-browsing, remote assist, and cross-channel conferencing
- Mitigate the impacts of an outage with proactive notifications and status updates across
OUTSTANDING ROI
- Reduce Cost per Ticket with powerful process/workflow automation and state-of-the-art AI (NLP, Bots, STT/TTS)
- Balance service demand and resource availability with automatic interaction distribution and queue management
- Scale Ad Hoc to match your business goals and needs with our agile cloud-native omnichannel solution
-
Intelligent On-Page Softphone
Automatic activity history saving, associated records retrieval, click-to-call, quick look-up features, knowledge base access, and more - Bright Pattern communication widget goes beyond basic dialing functionalities
-
Comprehensive Contact Center Features
Service queuing, intelligent routing, supervisor monitoring, interaction reporting, and more - all within your ServiceNow workspace to empower your service desk with the best-of-breed tools
-
Integrated Omnichannel Communication
Voice, SMS/MMS, webchat, MS Teams, email, and popular messengers like WhatsApp, Facebook, and Line - consolidated into one platform to reduce operational complexity and improve IT support efficiency
-
Remote Assist and Co-browsing
Device issue troubleshooting, system upgrades, maintenance, setup, and configuration assistance - resolved directly from the support agent workspace for faster request fulfillment and minimal handling time
-
AI, Automation, and Self-service IVR
Password reset requests, service request updates, outage notifications, and other basic tasks and routine inquiries - automated to reduce workload and allow IT personnel to focus on complex tasks and critical incidents
-
Comprehensive Reporting and Analytics
ITSM performance indicators, SLA compliance, and other operational metrics - presented as detailed historical and real-time reports for continuous improvement and informed decision-making
- Enhanced communication widget with
- Updated UI
- Advanced click-to-dial
- Associated record control
- Guided setup
- Remote Assist
Active Bright Pattern Contact Center license is required to use this integration