Case Studies

80024Support

Republic Wireless has been able to deliver on its promise of affordable communication in part because of a lean customer service infrastructure. The company eschewed a traditional resource-intensive call center, using Zendesk ticketing for customer support instead. At the same time, membership growth and the development of new services and products resulted in more complex customer support needs. Republic Wireless had built up a loyal base with very low churn. It needed to keep customers happy while providing support efficiently, so it turned to Bright Pattern for help.

80024Support

A proven industry leader, 80024Support is known for designing and delivering award-winning technical help desk and customer care solutions designed to fit the unique requirements of each of its clients. 80024Support’s clients range from innovative life sciences start-ups to government agencies to global technology brands. What’s common across all these companies is their commitment to making exceptional customer experience an integral part of their brand strategies.

Customer Success

Omni Interactions

Omni Interactions provides talent and technology to help companies augment or overhaul their existing contact center operations. Unlike “brick-and-mortar” centers, the Omni Interactions model combines At-Home (or remote) agents with a cloud-based infrastructure for a truly virtual, highly efficient, cost-effective solution.

Customer Success

TruSource

Trusource aims to continuously improve the customer experience by using innovative contact center methodology that combines cutting edge technology with tech-savvy, customer-oriented contact center representatives. With Bright Pattern’s omnichannel cloud contact center technology, Trusource can rapidly and reliably bring new technical support centers online and give agents a full suite of integrated tools to deliver a personalized experience to every customer.

Success stories Bright Pattern

Canary

Canary wanted a service provider that not only had all the channels necessary today, but a provider that continuously strives to innovate the product to include all the communication channels their customers may use at a future date. “My job is to go where the customer conversation is happening,” said Blair. “Because Bright Pattern is so dedicated to bridging the gap between customers and customer service centers, I believe their service will continue to provide channels that are cutting edge.”

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Afligo

Bright Pattern provided the cost-effective and flexible multichannel cloud contact center solution that Afligo was looking for. Afligo started on the Bright Pattern platform using only inbound voice but added other channels as business needs dictated. Afligo is currently using inbound/outbound voice, email processing, and web chat. They plan to add SMS capabilities soon, which will give customers the option to receive notifications via text.

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thinkingVoice Lead Platform

Bright Pattern and thinkingVoice have developed an integrated, cloud-based, solution that implements a new model for real-time lead qualification and regulatory compliance. Changes to the Telephone Consumer Protection Act tightened restrictions on consumer outreach and continue to reverberate throughout the contact center industry. This new, integrated, solution is based on thinkingVoice’s unique self-service lead management engine and Bright Pattern’s next generation contact center software.

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Zoyto Disaster Recovery

Founded in 1998, Houston, Texas-based Zoyto is a leading Business Process Outsourcing provider offering a broad array of customer care, order fulfillment, and distribution solutions. Early one morning in June 2013, a water main supplying Zoyto’s administration building burst, causing massive flooding, and damage, throughout the facility. Thankfully, Zoyto uses a next generation cloud contact center solution from Bright Pattern and was able to quickly move their contact center to a nearby building.

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