Hosted Call Center Featured Article

Bright Pattern Cloud-Based Contact Center Solution Scalable from Five to 5,000 Agents

By Shamila Janakiraman
TMCnet Contributor

Bright Pattern’s ServicePattern, a cloud-based contact center solution, has been successful in scaling for tenants with five to 5,000 concurrent agents at a full load.

This ensures that the cloud is capable of supporting sales and customer service for small business as well as large enterprises.

Previously, scalability was considered a limitation to the adoption of cloud-based call centers and contact centers for sales and customer service.

The new solution features flip-the-switch activation capability, and can be deployed rapidly and easily. It is a multichannel, unified full-featured end-to-end solution. The ServicePattern platform helps manage customer service and enhance customer experience.

Konstantin Kishinsky, Bright Pattern’s CEO, said, “It is possible to build a cloud service that supports 5,000 agents. And it is possible to build one that handles 5 agents. What’s unique about the ServicePattern platform is that it can scale continuously FROM any size TO any size. This means that no matter what size a company is today, whether they have dozens, hundreds, or thousands of agents, it is very easy for them to grow according to their needs.”

Scalability translates to greater capacity and can optimize operations with either many or very few agents. ServicePattern is built to ensure easy setup, flexibility, partitioning and access control options, said officials.

“By providing contact center capacity with the simplicity of a utility like electricity, ServicePattern allows businesses to focus on growth without having to worry about infrastructure limits, thus making good on the promise of cloud technology,” added Kishinsky.

The fact that the solution can support 5,000 agents per cluster and an unlimited number of clusters shows that ServicePattern is a highly optimized cloud solution that can enable the largest call centers.

Very soon, Bright Pattern will be performing a test of 10,000 concurrent agents in a single datacenter rack.

Recently, Bright Pattern announced that it has managed to blend communications with CRM with its ServicePattern cloud contact center’s simple and seamless integration with Salesforce.com (News - Alert) and the Force.com platform.