Republic Wireless’s Remote Workforce

Bright Pattern, leading provider of cloud-based contact center software, helps Republic Wireless deliver outstanding omnichannel customer experiences without the need for a traditional brick-and-mortar contact center
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Bright Pattern, leading provider of omnichannel cloud contact center software, helped Republic Wireless sustain rapid membership growth without having to set up a traditional call center by deploying cloud software to a remote agent workforce. Bright Pattern’s flexible call routing capability and easy integration with a Zendesk-based ticketing platform were at the top of Republic Wireless’s requirements list for a robust contact center solution.

“As we get more and more creative and come up with more problem-solving products, we’re going to need a partner like Bright Pattern who can be creative with us,” said Sean Rivers, Director of Operations Technology at Republic Wireless.

Republic Wireless Results from Using Bright Pattern Software:

  • Achievement of over 95% customer satisfaction rate, without a traditional call center
  • Seamless integration with Republic Wireless’s existing Zendesk ticketing platform
  • Ability to support hundreds of thousands of members with just 140 agents
  • A custom yet flexible approach that empowers Republic Wireless to respond quickly to changing needs

“We’re at 95% customer satisfaction,” continued Rivers. “To do that without a brick-and-mortar call center, a lot of people think it’s impossible. But we’ve done it. Working with Bright Pattern, we’re able to help our members in a way that’s based on the issue they are having.”

In 2018, Republic Wireless will look to Bright Pattern to help create and implement new types of support for two new products: Anywhere HQ, a smart speaker that syncs with members’ phone numbers; and Relay, a screen-free LTE- and Wi-Fi powered walkie-talkie designed for younger users not yet ready for a smartphone.

About Republic Wireless
Headquartered in Raleigh, North Carolina, and recognized as an industry innovator and disruptor, Republic Wireless pioneered the concept of Wi-Fi calling. Republic Wireless leverages the power of both Wi-Fi and LTE cellular networks to offer both nationwide smartphone service as well as new screenless devices designed to help people simply and affordably connect. The company has been recognized as a top carrier choice by Consumer Reports, as having the best basic plan by Money magazine, and for excellence in customer service by PC Magazine.

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