During the COVID-19 pandemic, local and federal governments instituted mandatory lockdowns, requiring many organizations to switch to a remote workforce, giving agents the flexibility of working from home.
Bright Pattern, one of the leading providers of remote workforce CX software, stayed true to its commitment of providing businesses with powerful virtual call center software to keep their CX operations running smoothly. During the pandemic, many companies searching for remote workforce capabilities chose to use Bright Pattern Contact Center, citing its reliability, ease of deployment, fast ROI, AI capabilities, and guarantee of business continuity.
Partnering with the South Korean Center for Disease Control
South Korea, a global leader in the fight against the COVID-19 pandemic, deployed Bright Pattern’s platform for citizen outreach and contact tracing. South Korea launched a massive, technology-reliant testing and tracing campaign that was one of the most comprehensive and efficient in the world. Their efforts included entry registrations for high-volume venues, health-monitoring phone apps, and advanced outbound notifications and outreach. Through meticulous tracing and testing, South Korea set an example for the globe on how to combat COVID-19.
Using Bright Pattern’s platform, South Korea was able to perform effective citizen outreach and help boost their efforts in testing and tracing.
World Leading Financial Institution Chooses Bright Pattern for COVID-19 Paycheck Protection Program
Meeting the guidelines of government-mandated lockdowns, the financial institution needed to maintain exceptional support while ensuring the safety of its employees.
With Bright Pattern’s platform, the financial institution was able to implement a virtual call center in days and meet the rising demand from customers for support. Especially during the pandemic, the financial institution experienced a spike in calls, receiving nearly 100,000 calls per day for loan application guidance as part of the paycheck protection program. With Bright Pattern’s omnichannel, AI-powered platform, the financial institution was able to onboard thousands of virtual concurrent agents across the country and scale to meet the rising demand for customer support.
Virtual Contact Center for Leading Online Real Estate Marketplace
Bright Pattern’s platform was also deployed by the leading real estate marketplace in the US to support customers over voice and chat. The marketplace plans to make the customer experience even better through a tight integration between its mobile app and Bright Pattern’s omnichannel platform.
The company chose the Bright Pattern platform for its ability to handle innovative channels, like in-app communication, and add it as part of one seamless experience. Bright Pattern was also noted by the company for its scalability, fast deployment, ease-of-use, fast ROI, and out-of-box integration with Zendesk CRM.
About the author:
Having spent over 20 years selling technology and services to companies like Goldman Sachs, EMC, PricewaterhouseCooper and more, he is passionate about helping organizations achieve desired business outcomes with cutting edge technology and strategy. Certified in Cloud Economics and ROI through AWS and having successful stints at Interactive Intelligence and Genesys, Peter brings a unique perspective to service based companies that are striving to move away from legacy technology infrastructure and processes towards a true Omni-Channel CX model.