Navistar, Global Truck Manufacturer, Deploys Bright Pattern Contact Center Software for Digital CX Across Latin America

Bright Pattern, a leading provider of AI-powered cloud contact center software, has been deployed by a global truck manufacturer, Navistar. Navistar needed an omnichannel contact center solution that would enhance their customer experience with additional digital channels, innovative features, remote workforce capabilities and compliance, and effortless customer experience surveys.

“Our main goal was to optimize SLAs and human resources available. Initially we had an 85% SLA. After having real-time monitoring, statistics of service level specific by service, and the ability to route calls based on real-time statistics with Bright Pattern, we were able to improve SLA to 95% with 50% less human resource,” said Kevin Ramírez, Navistar Team Leader.

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Navistar has deployed traditional and digital channels using the Bright Pattern Contact Center Solution including voice, webchat, a mobile app, and customer satisfaction surveys. With the innovative solution, Navistar was able to redesign the customer experience and integrate the solution to their existing CRM, ERP, and Collections solutions. Navistar was also able to keep all agents remote throughout the deployment of Bright Pattern Contact Center with full compliance prevention of PLD, CNBV, GAFI and 100% of interactions recorded and saved.

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“LATAM is a fast growing market in the contact center space, and Bright Pattern is proud to support the digital channels and integrations necessary to power effortless customer experience in LATAM. Our partner, CallItOnce, started in Mexico in 1994 and is now a leader in one of the largest international markets outside of the U.S, and Canada. Navistar is just one of the many customers of CallItOnce and Bright Pattern that is revolutionizing customer communications using innovative channels,” stated Michael McCloskey, CEO of Bright Pattern.

Companies of all sizes select Bright Pattern to power their customer experience because of its easy-to-use yet powerful omnichannel platform, offering traditional channels and emerging channels like Facebook Messenger, in-app customer support, enterprise functionality, and cloud-first architecture. Bright Pattern was recently recognized by Ovum as a Market Challenger, by Omdia for best platform functionality, by Frost & Sullivan as a top-performing vendor, and as a leader by Gartner and G2 Crowd as a CCaaS leader.

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