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. With a strong passion for providing its customers with the best experience possible, Randstad began its journey to implement service management technology that could improve customer satisfaction while greatly improving ROI through automation and AI.
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. The key to Level’s impending success is the ability to provide a world-class customer experience. In the hectic, pre-launch world of a startup like Level, finding the right CX platform was of the utmost importance.
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.
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 MAKES THE CONNECTION: TRANSITION FROM 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 and its client list includes everything from Fortune 500 companies to small businesses. The company provides a wide range of CX services and primarily focuses on call center outsourcing. The Connection has deep-seeded roots along with a large footprint in the CX space, but it hasn’t lost its entrepreneurial spirit. Instead of providing a list of standardized services to clients, The Connection focuses on a tailored approach with customer-specific goals at the forefront. This nimble, pragmatic approach has been a success with customers. However, behind the scenes, The Connection was servicing clients with a 20-year-old CX platform that was far from flexible.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
SELF-SERVICE, LEAD ENHANCEMENT ENGINE, THINKVOICE, USES BRIGHT PATTERN TO IMPROVE AGENT YIELD AND ENSURE REGULATORY COMPLIANCE
Bright Pattern and ThinkVoice 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 ThinkVoice’s unique self-service lead management engine and Bright Pattern’s next generation contact center software.
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.