Bright Pattern, a leading provider of AI-powered cloud contact center software, announced today that it was chosen by an innovative start up in the smart home security industry, Level, to provide the company with an omnichannel platform for customer support.
After securing $71 million from investors including Walmart and Lennar, Level partnered with Bright Pattern to implement and easily integrate the omnichannel cloud contact center with their existing CRMs. “It’s great to have a product as robust as Bright Pattern that can integrate with our CRMs. It was pretty much a plug-and-play model for us,” explained Jon Ward, Head of Customer Experience at Level.
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Level selected Bright Pattern for the out-of-the-box integrations, the ability to scale voice and digital channels post-product launch, the ability to use video to connect with customers for easy installation, and the ability to seamlessly transfer between channels while maintaining context with the same agent.
The next big step for Level is to work with Bright Pattern to add the ability for customers to video chat with live customer support representatives. Self-installing home hardware can sometimes get tricky, so allowing an agent to actually see the problem will save countless hours and increase customer satisfaction. This highly personalized approach to CX is what will catapult Level to the top of the smart home-device market.
“Bright Pattern is a very straightforward platform. It’s easy to implement, it’s easy to use and it has a great support team around it. I keep coming back to Bright Pattern because of the excellent support,” said Ward.
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“Level is a great example of a company that is not only highly innovative in their product offering but also in how they provide customer support,” said Ted Hunting, SVP Marketing. “As a nimble start-up they needed a platform that was among the easiest to deploy and at the forefront of digital channels for mobile and video. We are excited they selected Bright Pattern to deliver an innovative customer experience.”
Companies of all sizes select Bright Pattern to support their customer care organizations because of its simplified – yet robust – omnichannel platform, offering traditional channels; emerging channels like Facebook Messenger; in-app customer support; enterprise functionality; cloud-first architecture; and the ability to modify without the use of outside services.
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