Bright Pattern | January 20, 2022
Bright Pattern, a leading provider of AI-powered cloud contact center software, and Carahsoft Technology Corp., The Trusted Government IT Solutions Provider®, today announced a partnership. Under the agreement, Carahsoft will serve as Bright Patterns' Master Government Aggregator®, making the company's industry-leading omnichannel contact center software available to the Public Sector through Carahsoft's NASA Solutions for Enterprise-Wide Procurement (SEWP) V, ITES-SW2, NASPO, OMNIA, The Quilt, and E&I contracts and the company's reseller partners.
"We are pleased to partner with Carahsoft, the most trusted Government IT solution provider, to deliver innovative cloud-based contact center solutions to Government agencies," said Michael McCloskey, CEO of Bright Pattern. "By partnering with Carahsoft, we will enable Government agencies to leverage AI, automation, and digital channels such as text message, social messengers, and chatbots to improve client satisfaction."
Government call centers and services are crucial for agencies and programs to effectively serve their constituents, making improved customer service a high priority for the Public Sector. Despite the Government's need for advanced call centers and services, however, many of them operate on a tight budget. This prevents agencies from upgrading their call center operations, subsequently widening the technology gap between the Public and Private sectors and negatively impacting customer experience. With Bright Pattern's Cloud Contact Center platform, Government agencies can modernize their mobile digital channels to support their constituents and maximize returns from their existing budget.
Bright Pattern's cloud-based contact center solution provides the advanced features that agencies need at the lowest professional services costs in the industry. Bright Pattern supports features including omnichannel communication, accurate Conversational Interactive Voice Response (IVR), customizable self-service options and artificial intelligence (AI) powered quality assurance, all of which will help the Government call center close the technology gap between the agency and its constituents. Bright Pattern can integrate with agencies existing CRMs or IT Service Management (ITSM) solutions such as ServiceNow, Ivanti, and more.
Bright Pattern Contact Center Software for Government Agencies:
Communicate With Citizens on Any Channel – Bright Pattern's omnichannel platform allows constituents to utilize any digital channel and switch between channels with ease during a conversation with the agency. The platform supports channels SMS/text messaging, mobile apps, messaging apps, chat, etc. on top of traditional communication channels such as voice and email.
Self-Service and Automation of Routine Tasks – Government agencies are often inundated with repetitive tasks, like paying bills and fines, filing complaints, reporting malfunctions or damage, and answering frequently asked questions. Implementing Bright Pattern's self-service technology allows agencies to automate routing tasks into the agency's 311 number. Bright Pattern's Conversational IVR and Standard IVR is powered by Natural Language Processing, allowing constituents to use their natural language to go through the self-service menu and select the right agency or team for their issues.
Empower Public Servants – Bright Pattern's contact center solution and agent desktop is easy-to-use and intuitive. AI can assist customer service agents during conversations with constituents through suggested responses and sentiment analysis of the caller in real-time. Furthermore, supervisors can utilize Omni QM and Bright Pattern's unified reporting dashboards to gain insight into the contact center's operations.
Omnichannel Quality Assurance to Observe and Evaluate Agent Interactions on All Channels – Bright Pattern's Omni QM feature allows agencies to monitor 100% of interactions on all channels. Users can observe interactions on traditional channels: like voice calls, emails and SMS /text messaging; while also monitoring interactions on emerging digital channels such as in-app messaging, messaging apps, and web chats.
Leverage Your CRM to Personalize Constituent Interactions – With Bright Pattern's comprehensive CRM integrations, a contact center can utilize constituent information to match caller information (phone number, phone call ID) with data from the agency's CRM database for faster, seamless service. Integrate with any CRM--Microsoft Dynamics, Salesforce, or even your own record management system.
Turbocharge Your Existing IT Service Management Solution – Bright Pattern also integrates seamlessly with leading ITSM and Enterprise Service Management (ESM) solutions so agencies don't need to rip-and-replace existing software but can add digital channels and powerful AI and automation to existing solutions.
"With the addition of Bright Pattern to our offerings, Government agencies now have access to an all-in-one cloud-based solution that enables users to simplify and manage their multichannel call center operations to improve customer satisfaction," said Evan Slack, Director of Sales for Emerging Cloud and Virtualization Technologies at Carahsoft. "We look forward to working with Bright Pattern and our reseller partners to help agencies modernize their communication channels while optimizing their existing resources and budgets."
Bright Pattern's software is available through Carahsoft's SEWP V contracts NNG15SC03B and NNG15SC27B, ITES-SW2 Contract W52P1J-20-D-0042, NASPO ValuePoint Master Agreement Contract #AR2472, OMNIA Partners Contract #R191902, The Quilt Master Service Agreement Number MSA05012019-F, E&I Contract #EI00063~2021MA, and through the company's reseller partners.
About Bright Pattern
Bright Pattern provides the simplest and most powerful AI-powered omnichannel contact center software and service management solutions for innovative midsize and enterprise companies. To make 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.
Carahsoft Technology Corp. is The Trusted Government IT Solutions Provider®, supporting Public Sector organizations across Federal, State and Local Government agencies and Education and Healthcare markets. As the Master Government Aggregator® for our vendor partners, we deliver solutions for Cybersecurity, MultiCloud, DevSecOps, Big Data, Artificial Intelligence, Open Source, Customer Experience and Engagement, and more. Working with resellers, systems integrators and consultants, our sales and marketing teams provide industry leading IT products, services and training through hundreds of contract vehicles.
Splunk | October 20, 2021
Splunk Inc. a data platform leader, today announced the Government Logging Modernization Program, which is designed to help Federal government agencies meet the requirements of cyber incident response per Executive Order and guidance included in OMB M-21-31 under the Biden Administration. Splunk is offering significant discounts across cloud computing, data storage, software and professional services to support this new initiative and help strengthen the security posture of the United States.
There are three key areas the Administration’s mandate requires. Agencies must 1) capture and store log data for 30 months, 2) standardize the logging process in order to analyze and conduct the forensics necessary to detect cyber attacks, and 3) become compliant with the first tier of a new enterprise event logging maturity model by August 2022.
To support this mission, Splunk is providing the following as part of its Government Logging Modernization Program:
New Splunk Cloud FedRAMP Packages & compelling programmatic pricing exclusive to Federal Agencies - helping to lower cost, accelerate compliance, and improve cybersecurity resilience;
Expanded storage options with lowered costs, enabling customers to accelerate investigative and remediation capabilities through enterprise log retention;
Comprehensive Splunk Cloud FedRAMP migration assessment and customized services to help agencies rapidly modernize their logging program; and
Assigned Security Expert services to guide our customers through the cloud maturity path and help agencies navigate the requirements outlined in logging maturity model stages EL0-EL3.
Government agencies can more easily comply with the Executive Order by leveraging the Splunk Cloud Platform which provides a unified view of all data, making it simple to investigate, monitor, analyze, and act with ease for enhanced security and operational efficiency. Splunk's built-in framework streamlines the process and allows federal agencies to focus on the mission and move quickly to meet the aggressive timelines defined by the Executive Order. With a vast and growing amount of data, government agencies must take a tiered approach to their data strategy to help them with the new data storage requirements. Splunk's pricing is unique to the market, assisting agencies in classifying the data and store based on value, and then shifting data as needed.
"Government agencies are under immense pressure to comply with the administration's new cybersecurity mandate. Given Splunk's deep commitment to the public sector, we've decided to commit resources that help them meet the new requirements quickly. When it comes to improving our nation's cybersecurity posture, reliable and secure enterprise logging is a critical step toward gaining visibility across a multi-layered environment, and Splunk is the leader in that category.”
Teresa Carlson, President and Chief Growth Officer
Splunk helps public sector organizations gain objective insights from data to make confident decisions and take action at the speed a mission demands. Thousands of public sector agencies worldwide are leveraging Splunk.
About Splunk Inc.
Splunk Inc. helps organizations around the world turn data into doing. Splunk technology is designed to investigate, monitor, analyze and act on data at any scale.
NiSource | October 23, 2020
NiSource (NYSE: NI) announced today that following the closing of the sale of Columbia Gas of Massachusetts (CMA) to Eversource, Carrie Hightman, executive vice president, chief legal officer, NiSource and CEO and president of CMA, stepped down from her CMA roles. In addition, Hightman will be leaving NiSource in January 2021, and her position overseeing Legal and Federal Government Affairs will be eliminated.
"The Board of Directors and I are deeply grateful for Carrie's leadership and exceptional legal counsel throughout her 13 years at NiSource. Carrie's impact has been immeasurable, most recently having successfully led the transition of CMA to Eversource, and also through her elevation of the Legal and Federal Government Affairs functions. All of us at NiSource and our operating companies wish her well in retirement," said Joe Hamrock, president and CEO of NiSource.