CASE STUDIES

Bell System 24 Logo

BellSystem24 Adapts to Changing Customer Demands and Drastically Cuts Call Center Cost with Bright Pattern’s Fully Cloud Solution

BellSystem24 is a provider of contact center outsourcing services for various industries and businesses. With approximately 17,000 seats and 30,000 agents in 34 locations across Japan, BellSystem24 is one of the largest outsourcers in the Japanese CX market.

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Major Multi-State Retail Chain Selects Everise and Bright Pattern Contact Center to Deliver an Integrated and Intelligent Member Customer Experience

A major multi-state retail chain in the United States looked to Everise and Bright Pattern to deliver an integrated and intelligent experience for members and customers. The company needed to provide omnichannel customer service to 75,000 customers during a global pandemic.

Major Retailer Chooses Bright Pattern
Everise Logo

Everise Trusts Bright Pattern’s Agile, Reliable Solution to Deliver Modern Customer Support Services at a Fast Pace

Everise PX offers innovative technical product support for IoT and smart home device brands that is completely re-engineered around deep user-product integration and based on a foundation of pervasive customer loyalty. Everise aims to continuously improve customer experience by using innovative contact center methodology that combines cutting-edge technology with tech-savvy, customer-oriented contact center representatives.

Everise Case Study Image July 2020

Leading BPO in Peru, Vivax, Provides Innovative Services with Bright Pattern Omnichannel Contact Center

Vivax is a contact center specializing in Customer Relationship Management (CRM) and the use omnichannel contact center technology. The company believes that innovative technology is a key element to achieving the objectives of their customers. Vivax is made up of a team of contact center and customer support professionals in Peru and abroad.

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Bright Pattern Helps BPO, The Connection, Transition from Existing Legacy Technology to the Cloud

The Connection—a large-scale BPO and customer care provider—has been in the CX space for over 36 years, providing services to innovative Fortune 500 companies. The company provides a wide range of services and call center outsourcing. The Connection has deep-seeded roots along with a large footprint in the CX space. Instead of providing a list of standardized services to clients, The Connection focuses on a tailored approach with customer-specific goals at the forefront.

Connection Case Study Image July 2020
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Randstad improves service management ROI with Bright Pattern’s AI-Powered Omnichannel Interaction Platform

Randstad, a multinational employment/recruitment agency for temporary and permanent staffing, matches smart people with great jobs with the use of innovative, customer-centric technologies. Randstad operates in 39 countries managing a workforce of 100,000+ each week in the United States and Canada alone.

Randstad Case Study Page 1

Level and Bright Pattern: disrupting smart home technology
with innovative cloud contact center software

Level is a new-to-market consumer electronics firm that is looking to disrupt the smart home sector with its innovative designs. Level’s first product, the patented Level Lock, began shipping in January 2020 and allows customers to simply change the core of their existing deadbolt, without replacing keys or installing an entirely new lock.

marketsource

IMPROVING CUSTOMER SATISFACTION WITH OMNICHANNEL COMMUNICATION

MarketSource hits the target with help from Bright Pattern’s omnichannel contact center software. MarketSource is a sales solutions company focusing on both B2B and retail. For over 40 years, the company has been partnering with organizations of all sizes to recruit, hire, and manage sales teams. A unique value to clients, MarketSource can hire highly qualified personnel at a much faster rate, allowing the client to reduce overhead costs all while optimizing sales channels and increasing revenue. It’s a win-win.

Market Source Case Study Cover 2020
Ocular

BRIGHT PATTERN POWERS THE FIRST 100% CLOUD- BASED CCAAS PROVIDER IN SOUTH AFRICA

Founded in South Africa in 2003, Ocular Technologies has always been at the forefront of customer engagement software. In 2015, when the company was looking for a cloud-based provider for its new platform, there were no options on the entire continent of Africa. Ocular Technologies purchased the Bright Pattern platform from a third-party vendor and became the first 100% cloud-based customer engagement provider in South Africa. However, Ocular Technologies quickly realized that communicating with an outside vendor was difficult and inefficient. The company solved this by partnering directly with Bright Pattern, and in turn, opening up the lines of communication to accelerate growth.

Bright Pattern And Naver Case Study
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MOVING TWO STEPS FORWARD WITH BRIGHT PATTERN CLOUD CONTACT CENTER

VIPdesk Connect is a leader in outsourced customer service and a pioneer in providing high- touch customer care services to discriminating, brand conscious companies, including premium retailers, luxury travel, consumer products, and financial services companies. VIPdesk Connect’s primary focus is, and always has been, to provide clients with exceptional customer service to create memorable customer experiences.

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CLIMBING TOWARD GREATNESS WITH BRIGHT PATTERN OMNICHANNEL CUSTOMER EXPERIENCE

Money Ladder has over 10 years of experience focusing on individual successes, which range from customer technical experiences to finances. The company prides itself in providing a premium experience to assist customers in finding personal freedom while planning for a comfortable future. Money Ladder will change the financial industry by truly focusing on individuals, instead of just their finances.

Money Ladder Case Study Cover Photo
Sysnet logo

SYSNET RELIES ON BRIGHT PATTERN’S AGILE, RELIABLE SOLUTION TO DELIVER MODERN CUSTOMER SUPPORT SERVICES AT A FAST PACE

Sysnet is a global market leader for compliance and cybersecurity in the payment card industry. Sysnet helps businesses improve security and helps payment processing organizations to reduce risk through market-leading software, end-to-end services, and best-in-class support.

Sysnet
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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.

Transcosmos Case Study Cover 2020
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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.

Republic Wireless logo

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.

Republic Wireless Case Study 2020
80024 logo

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
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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