Bright Pattern, a leading provider of AI-powered cloud contact centre software, has been chosen by Sodexo, a global food and facilities management service provider to redesign its customer experience by employing a single omni-channel platform.
Sodexo was previously using multiple systems for their multichannel contact centre, creating siloed channels, friction for customers and agents, and an inability to see complete customer journeys. Sodexo wanted to provide exceptional customer care with faster and easier interactions on any channel using a cloud-based omni-channel contact centre platform. Bright Pattern met Sodexo’s need for a complete view of voice and digital interactions for all customers with the ability to create custom omni-channel reports which will help understand the entire customer journey. They also needed a platform that enabled new self-service customer service options on different channels.
With Bright Pattern, Sodexo redesigned its customer service in 30 days. This reduced operating costs, leading to a 15% increase in agent occupancy while increasing the availability of mission-critical services to greater than 99.99% during the initial deployment.
Ted Hunting, SVP Marketing, Bright Pattern, said:
"Sodexo wanted to break down siloed customer interactions to reduce customer and agent effort across different channels and business units, and provide a true omni-channel customer experience."
"Using Bright Pattern, they now have a single pane of glass for seeing a customer's journey that also allows agents to switch between channels. They deployed in less than a month, realizing returns in the first month and improving uptime to a new all-time high."