{"id":40180,"date":"2021-08-18T12:16:21","date_gmt":"2021-08-18T11:16:21","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=40180"},"modified":"2022-05-17T11:18:18","modified_gmt":"2022-05-17T10:18:18","slug":"bright-pattern-omni-channel-deployed-by-top-digital-first-travel-agency","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/bright-pattern-omni-channel-deployed-by-top-digital-first-travel-agency\/","title":{"rendered":"Bright Pattern Omni-channel Deployed by\u00a0Top Digital-first\u00a0Travel Agency\u00a0"},"content":{"rendered":"<p><span data-contrast=\"none\">Bright Pattern<\/span><span data-contrast=\"none\"> has been deployed by the leading online travel agency in\u00a0Australia\u00a0and\u00a0New Zealand\u00a0with business spanning both consumer markets and wholesale B2B markets.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">The company is using Bright Pattern&#8217;s cloud-based omnichannel contact centre software to drive sales and improve customer experience over voice, chat, email, messenger, SMS, and mobile in-app channels, and implement visual IVR capabilities over these different digital channels.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Chat and other digital channels are the primary support option for the company, and the need to automate and integrate these channels was a key initiative.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">To reduce effort and increase speed, the company added visual IVR capabilities over all their digital channels including webchat, Facebook messenger, and the company&#8217;s mobile app.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">This digital-first approach quickly and efficiently handles most interactions and streamlines business processes via customer self-service. These different digital channels allow them to handle the bulk of customer interactions including general questions, pre-booking questions, changing flights or hotels, cancellation, adding seats,\u00a0baggage, and more.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Customers can use their preferred channel, whether it&#8217;s web chat, Facebook messenger, SMS, the company&#8217;s mobile app, email or voice calls when needed.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\"><strong>Ted Hunting, SVP Marketing at Bright Pattern,<\/strong> said:\u00a0&#8220;The global travel and hospitality sector was hit hard by COVID-19 and to mitigate the impact on business and quickly recover, companies that were nimble and innovative turned to new digital and self-service options to improve sales and better service customers. This is a great example of an innovative, digital-first leader in the hospitality industry.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"none\">&#8220;With the surge in mobile and digital channels that has arisen since the pandemic, this company turned to Bright Pattern to make their digital vision for driving sales and helping customers a reality&#8221;.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"none\">The news comes as\u00a0Bright Pattern was recently recognized by Ovum as a\u00a0<\/span><span data-contrast=\"none\">Market Challenger<\/span><span data-contrast=\"none\">, by\u00a0Omdia\u00a0for\u00a0<\/span><span data-contrast=\"none\">best platform functionality<\/span><span data-contrast=\"none\">, by\u00a0<\/span><span data-contrast=\"none\">Frost &amp; Sullivan<\/span><span data-contrast=\"none\">\u00a0as a top-performing vendor, and as a leader by\u00a0<\/span><span data-contrast=\"none\">Gartner<\/span><span data-contrast=\"none\">\u00a0and\u00a0<\/span><span data-contrast=\"none\">G2 Crowd<\/span><span data-contrast=\"none\">\u00a0as a\u00a0CCaaS\u00a0leader.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Bright Pattern has been deployed by the leading online travel agency in\u00a0Australia\u00a0and\u00a0New Zealand\u00a0with business spanning both consumer markets and wholesale B2B markets.\u00a0\u00a0 The company is using Bright Pattern&#8217;s cloud-based omnichannel contact centre software to drive sales and improve customer experience over voice, chat, email, messenger, SMS, and mobile in-app channels, and implement visual IVR capabilities [&hellip;]<\/p>\n","protected":false},"author":4042,"featured_media":40181,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-40180","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","tag-omni-channel","tag-travel-and-hospitality","brands_to_track-bright-pattern","editorial_type-interview"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Bright Pattern Omni-channel Deployed by\u00a0Top Digital-first\u00a0Travel Agency\u00a0 - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; 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