AI-powered contact centre software provider Bright Pattern and Government IT solutions vendor Carahsoft have partnered to offer Bright Pattern’s omnichannel contact centre software available to the public sector.
As part of the deal, Carahsoft will serve as Bright Pattern’s Master Government Aggregator and deliver its contact centre offering through Carahsoft's NASA solutions.
Michael McCloskey, CEO of Bright Pattern, said: "We are pleased to partner with Carahsoft, the most trusted Government IT solution provider, to deliver innovative cloud-based contact centre solutions to Government agencies."
"By partnering with Carahsoft, we will enable Government agencies to leverage AI, automation, and digital channels such as text message, social messengers, and chatbots to improve client satisfaction."
Bright Pattern Contact Centre Software for Government Agencies will allow citizens to communicate with the agencies through any digital channels, including SMS/text messaging, mobile apps, chat, etc. on top of email and voice.
The new software will also allow for self-service and automation of routine tasks by employing conversational and standard IVR. Other features include new intuitive, easy-to-use agent desktop, AI agent assist, sentiment analysis, and omnichannel quality assurance which will observe and evaluate agent interactions across all channels - voice calls, emails and SMS/text messaging; in-app messaging, messaging apps, and web chats.
Finally, agencies' contact centres can integrate with Bright Pattern's comprehensive CRM integrations, and utilise constituent information to match caller information (phone number, phone call ID) with data from the agency's CRM database for faster service.