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Elevating Service Management: PBCS Group's Strategic Partnership with Bright Pattern

In today's ever-evolving digital landscape, communication is paramount. Efficient and seamless communication is not just a need; it's a necessity. At PBCS Group, we understand this imperative, and we're proud to announce a strategic partnership with Bright Pattern, a leading provider of omnichannel communication solutions. This partnership is set to revolutionize the way organizations approach service management.



Seamless Integration, Infinite Possibilities

Our collaboration with Bright Pattern enables us to seamlessly integrate various communication channels, including Voice, IVR, Email, Chat, SMS, MMS, and Messengers, into the Bright Pattern Omnichannel Quality Management platform. This integration empowers organizations with boundless communication capabilities.


A Mobile App Tailored to Your Needs

In addition to the Omnichannel platform, our partnership includes the development of an innovative Mobile App designed to cater to our clients' unique needs. This Mobile App extends the convenience of omnichannel communication to mobile devices, ensuring that our clients are always connected and informed.


Commitment to Customer Success

Our commitment to customer success is unwavering. With this strategic partnership, we are reinforcing our dedication to delivering excellence across the Middle East, Turkey, and Africa. Clients in these regions can expect top-tier support and call center solutions, all backed by the seamless integration of Bright Pattern's advanced technologies.



Bright Pattern: Elevating Service Management ROI

Bright Pattern's AI-powered Omnichannel Interaction Platform for Service Management covers a range of critical aspects:


  • Service Catalog: Streamline your service offerings with AI self-service and automated routing.

  • Request Management: Enjoy proactive updates about service request status changes and streamline the process with AI-powered self-service.

  • Incident Management: Reduce calls with automated password reset, and enhance incident resolution with AI-powered voice self-service and automated routing.

  • Problem and Change Management: Benefit from advanced routing capabilities, AI-driven analytics, and automated notifications.

  • Service Management Contact Center: Engage in omnichannel conversations, ensure quality assurance, and utilize AI-powered agent assistance and bots.


Maximizing ROI, Enhancing Security, and Quality Management

By leveraging Bright Pattern's platform, organizations can maximize their service management ROI. Features like automated password resets, automated incident resolution, status updates, and notifications significantly enhance efficiency. Additionally, AI-powered voice self-service enhances security through user identification and authentication, while automated routing and escalation of incidents ensure that issues are promptly addressed. Quality management features enable organizations to measure employee performance and customer satisfaction, driving continuous improvement.



The strategic partnership between PBCS Group and Bright Pattern represents a significant milestone in the realm of service management and omnichannel communication. Together, we are committed to elevating the quality of communication solutions and reinforcing our dedication to customer success.


Join us on this journey of transformation. Together, we'll empower your organization with cutting-edge omnichannel communication capabilities, enabling you to thrive in an increasingly interconnected world. Now, let's dive deeper and explore how Bright Pattern can supercharge your service processes even further.


Incident Management: Simplify and Streamline

  • Automated Password Reset: Reduce call volumes by 20-30% with advanced speech and text analysis, enabling users to reset their passwords seamlessly.

  • Automated Incident Record Creation: Slash hold times by 10-20% and call duration by 20% with automated incident record creation.

  • Smart Routing for Escalations: Expedite resolution times by up to 30% and enhance satisfaction by up to 15% with intelligent skills-based routing.

  • Create Incident on Any Channel: Boost satisfaction by up to 10% and cut volume by up to 30% by offering incident creation through various channels.

  • Proactive SLA Breach Notification: Keep users informed and satisfied while reducing call volumes by continually updating them on SLA breaches.

  • Co-Browse: Enhance analyst productivity and satisfaction while boosting first call resolution and customer satisfaction rates by up to 20% and 10%, respectively.

Problem Management: Tackle Challenges Efficiently

  • Automated Notification of Outage: Proactively mitigate outage impacts and reduce call volumes by up to 60% during outages.

  • Request Management: Streamline Requests

  • Automated Service Request Creation: Reduce the time required to create service requests by 80% and cut calls by 20-30%.

  • Automated Notification of Service Degradation: Mitigate service degradation effects with rapid identification and notification, reducing call volumes by up to 60%.

Service Catalog: Convenience at Your Fingertips

  • Automated Service Catalog Access: Improve satisfaction and reduce call volumes by 10-20% with convenient 24/7 access.

  • Change Management: Effortless Change

  • Automated Notification of Planned Outage: Reduce call volumes by up to 30% in the week following a planned outage.

  • CMDB Interrogation: Streamline communication and planning while reducing calls to local service desks by up to 30%.

All Service Management Processes: Enhance Quality

  • Service Desk Quality Management: Monitor interactions and evaluate agent performance, reducing training cycles by up to 40%.

  • Automated Voting of CAB on Change Request: Accelerate change approval processes, reducing approval times by up to 75%.

  • Remote Control: Resolve incidents and service requests efficiently, with omnichannel support and integrations.

  • CSAT Scoring on all Interactions: Automatically score interactions for an accurate CSAT score.

  • Outbound Customer Care Outreach: Improve customer relationships and satisfaction with proactive follow-ups.

Case Management: Boost Efficiency

  • Service Management Call Center: Complement your service management process, resolve cases 25% faster, and increase satisfaction by up to 10%.


Stay tuned for more updates as we embark on this exciting partnership with Bright Pattern.

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