One of the Top BPOs in Peru, Vivax, Deploys Bright Pattern Contact Center with NewGO, Leading Solution Consultant in Latin America

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Bright Pattern increases contactability, close rate for new business, and customer satisfaction for Vivax with the deployment of advanced omnichannel cloud contact center software

Bright Pattern and NewGO’s advice is an added value, as many platforms can operate in the cloud, but obtaining expert guidance and tailoring it to our needs was critical for us.

Bright Pattern, a leading provider of AI-powered cloud contact center software, announced today that it was deployed by Vivax, one of the leading business process outsourcers in Peru. Bright Pattern was selected for its advanced integrations to top CRM providers, easy to use and customizable platform, 100% cloud-based platform, and true omnichannel functionality with cutting edge channels allowing them to innovate the customer service offerings.

Vivax decided to deploy Bright Pattern Contact Center with the help of customer software experts at NewGO, a dedicated partner to Bright Pattern. “In NewGO we found the strategic partner we needed. Implementation was a transparent and orderly process. In a couple of weeks, we were already operating with Bright Pattern,” said Victor Moretti Starke, Commercial and Operations Manager at Vivax. “Bright Pattern and NewGO’s advice is an added value, as many platforms can operate in the cloud, but obtaining expert guidance and tailoring it to our needs was critical for us.”

The NewGO and Bright Pattern team deployed the software in a few short weeks. The Bright Pattern platform allows Vivax to easily switch from one channel to another, and interact with more than one channel at the same time. The omnichannel platform also allows the Vivax team to manage interactions on all channels and track and report on the entire customer journey across all channels. In addition to increased customer satisfaction and increased functionality across digital channels, Vivax has seen a massive decrease in agent training time thanks to the easy to use user interface.

“Bright Pattern has been deployed by the largest and most innovative BPOs in the Americas, EMEA, and APAC, and we are excited to now be working with Vivax, one of the most important BPOs in Peru,” said Ted Hunting, Senior Vice President, Marketing, Bright Pattern. “Vivax’s deployment in weeks by the solution experts at our partner NewGO, speaks to Bright Pattern’s simplicity for companies, agents, and our consultant implementation partners.”

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. 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 by Gartner as a leader in the Call Center FrontRunners Quadrant.

Additional Information

About Bright Pattern
Bright Pattern provides the simplest and most powerful AI-powered omnichannel contact center software for innovative midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform with embedded AI that can be deployed quickly and nimbly by business users—without costly professional services. Bright Pattern allows companies to offer an effortless and personal customer experience across channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also allows companies to measure and act on every interaction on every channel with embedded AI omnichannel quality management. The company was founded by a team of industry veterans who pioneered the leading contact center solutions and are now delivering an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages.

About NewGO
For more than 10 years, we have been providing contactability technology solutions to companies in Latin America and we have always worked with world-class partners who deliver the best solution to the needs of our clients. Omnichannel and Artificial Intelligence are two concepts that are difficult to develop, but extremely necessary if we want the focus of our companies to be the customer, obtaining of course the best results in the business. In this context, we decided to incorporate Bright Pattern into our solutions, a partner that has an omnichannel platform in the cloud, which is characterized by being as powerful as it is simple and friendly.

With our team of professional engineers, implementation is orderly, fast, flexible, and transparent. In addition, we provide a professional monthly integration, development, training and support service 24/7. So, our clients ensure they get the maximum capacity from the Bright Pattern platform, always applying the best practices in each industry.

About Vivax
Vivax is a contact center specializing in Customer Relationship Management (CRM) and the use of omnichannel contact center technology. The company believes that innovative technology is a key element to achieving the objectives of their customers. Vivax is made up of a team of contact center and customer support professionals in Peru and abroad.

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Shelby Bozekowski
@BrightPatternUS
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