Case Studies

Transcosmos Supports a Global Network of Call Centers with an Omnichannel Interface Provided by Bright Pattern

Transcosmos provides customer care through voice, chat, email, and a self-service IVR. The company needed to roll out an omnichannel agent interface for use in every call center regardless of where it was in the world. In addition, Transcosmos needed a solution that enabled the company to open new call centers quickly and scale to add new agents in the shortest time to handle the seasonal demand endemic in the retail environment.

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Weebly Finds Bright Pattern Drastically Easier to Use Than Its Legacy Call Center Technology

Weebly does much more than provide templates and an easy way onto the web. Their award-winning Success Team is on hand for customers to talk and chat through issues and to ensure Weebly customers can meet their goals. The Success Team is made up of 100 customer service agents who serve over 50 million customers and handle 20,000 calls per month. Before engaging Bright Pattern, Weebly was using a legacy solution that had complex configuration issues, sub-standard call quality, and poor customer service and relationship management.

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Happy Customers Without a Brick-and-Mortar Call Center: Republic Wireless Shows How It’s Done

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.

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80024Support Focuses on Growth with Cloud-Based Operations

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 Powers a New Paradigm for the Customer Journey with Fortune 1000 Contact Center Operations

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 Labs Relies on Bright Pattern’s Agile, Reliable Solution to Deliver Modern Customer Support Services at a Fast Pace

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, a Home Security Startup, Selects Bright Pattern’s Cloud Contact Center Solution for Its Seamless Zendesk Integration

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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Fortune 1000 Company, Afligo, Boosts Agent Productivity by 25%, with Use of Multichannel Cloud Contact Center Technology

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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Self-Service, Lead Enhancement Engine, thinkVoice, Uses Bright Pattern to Improve Agent Yield and Ensure Regulatory Compliance

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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Leading BPO, Zoyto, Selects Bright Pattern as Technology Vendor to Maintain High Level of Customer Service

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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