Latest revision as of 19:18, 16 December 2019

Bright Pattern Contact Center Documentation

Bright Pattern helps brands create effortless customer experiences. Cloud-first and omnichannel by design, our software makes it easy to create continuous conversations with customers on voice, email, chat, video, SMS, and social messengers with integrated AI and bots. Explore our tools for automation, reporting, quality management, and workforce management to help increase agent productivity and engagement.

For Agents

Agent Docs are for contact center agents learning about Agent Desktop.

Agent Docs

For Supervisors

Supervisor Docs are for users assigned to supervise teams of agents.

Supervisor docs

For Admins

Configuration and management of a contact center, as well as APIs.

Admin Docs

Release Notes

See our release notes that describe new features and enhancements added to Bright Pattern Contact Center version 3.18 and earlier.

Partner Docs

Our partners can access service provider documentation for product versions 3.18, 3.17, 3.16, and past releases. Note that authorized access is required.

Questions?

We're happy to help with any questions you might have! Search our documentation, contact Customer Success Management, or connect with us via the Contact Us page.

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 = Bright Pattern Contact Center Documentation =
-Welcome to Bright Pattern! Get familiar with Bright Pattern omnichannel cloud contact center software and explore all features of our applications:
-* '''Agent Desktop''' for real-time customer interactions
-* '''Contact Center Administrator''' for contact center configuration
-* '''Service Provider''' for system management
-== Getting Started ==
 Bright Pattern helps brands create effortless customer experiences. Cloud-first and omnichannel by design, our software makes it easy to create continuous conversations with customers on voice, email, chat, video, SMS, and social messengers with integrated AI and bots. Explore our tools for automation, reporting, quality management, and workforce management to help increase agent productivity and engagement.
+<div class="col-md-4"><div class="thumbnail"><div class="caption">
+===For Agents===
+Agent Docs are for contact center agents learning about Agent Desktop.
-== Doc Organization and Versioning ==
+[[3.18:documentation/AgentDocs | Agent Docs | class=btn | class=btn-primary ]]
-Documentation is organized first by product version number and then by user type (see section [[QQQ#Who_You_Are|Who You Are]]). There are two major versions of Bright Pattern Contact Center: '''3''' and '''5'''. When searching the documentation, it is important to know which software version you are using, as the features included in each version may differ.
+</div></div></div>
+<div class="col-md-4"><div class="thumbnail"><div class="caption">
+===For Supervisors===
+Supervisor Docs are for users assigned to supervise teams of agents.
-The number breaks down as follows:
+[[3.18:documentation/SupervisorDocs | Supervisor docs | class=btn | class=btn-primary]]
-<blockquote>
+</div></div></div>
-version #.#.# = major release. maintenance release.minor update
+<div class="col-md-4"><div class="thumbnail"><div class="caption">
-</blockquote>
+===For Admins===
+Configuration and management of a contact center, as well as APIs.
-=== Latest Version ===
+[[3.18:documentation/SystemAdministratorDocs | Admin Docs | class=btn | class=btn-primary]]
-The latest version of Bright Pattern Contact Center is version '''5.2.1'''.
+</div></div></div>
-For users of version 3 software, the latest version is '''3.16.2'''.
-=== All Versions ===
-[[Previous_Versions|See documentation for versions 3.8 through 5.2.]]
-== Who You Are ==
-Our documentation is designed to help you understand applications based on your role, whether you're a partner, system administrator, supervisor, or agent.
-Learn the ins and outs of the Bright Pattern solution via reference materials, tutorials, and API specifications, which explain Bright Pattern applications, configuration, installation, system requirements, new features, reporting, integrations, APIs, and more.
+== Release Notes ==
+See our [[Releases/About |  release notes]] that describe new features and enhancements added to Bright Pattern Contact Center version 3.18 and earlier.
-=== Partners ===
+==Partner Docs==
-Bright Pattern partners may access special docs related to system installation, configuration, and service management.
+Our partners can access [[3.18:Documentation/PartnerDocs |  service provider documentation]] for product versions [[3.18:Documentation/PartnerDocs | 3.18]], [[3.17:Documentation/PartnerDocs | 3.17]], [[3.16:Documentation/PartnerDocs | 3.16]], and [[PartnerDocsPastReleases | past releases]]. Note that authorized access is required.
-[[5.0:documentation/PartnerDocs|Version 5 Partner Docs]] are available upon login to this documentation platform. Partners can log in using the User button [[File:Helpsite-Login-52.PNG|26px]] at the top of this page.
+== Questions? ==
+We're happy to help with any questions you might have! Search our documentation, contact [https://www.brightpattern.com/contact-center-support Customer Success Management], or connect with us via the [https://www.brightpattern.com/bright-pattern-company/contacts Contact Us] page.
-[[3.16:documentation/PartnerDocs|Version 3 Partner Docs]] are available on the Partner Portal.
-=== Administrators ===
-Admins responsible for the configuration and management of their contact center should reference:
-[[3.16:documentation/SystemAdministratorDocs|Version 3 Admin Docs]]
-[[5.0:documentation/SystemAdministratorDocs|Version 5 Admin Docs]]
-=== Supervisors ===
-Users who are assigned to supervise teams will find the following resources helpful:
-[[3.16:documentation/SupervisorDocs|Version 3 Supervisor Docs]]
-[[5.0:documentation/SupervisorDocs|Version 5 Supervisor Docs]]
-=== Agents ===
-Contact center agents can discover the tools available on our unified Agent Desktop:
-[[3.16:documentation/AgentDocs|Version 3 Agent Docs]]
-[[5.0:documentation/AgentDocs|Version 5 Agent Docs]]
-== Questions? ==
-We're happy to help with any questions you might have! Search our documentation, contact [https://www.brightpattern.com/contact-center-support|Customer Success Management], or connect with us via the [https://www.brightpattern.com/bright-pattern-company/contacts|Contact Us] page. You can also post comments to documentation articles.
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