Case Study: 80024Support achieves omnichannel cloud transformation and scalable, cost-efficient operations with Bright Pattern

80024Support Focuses on Growth with Cloud-Based Operations

80024Support, a technical help desk provider with nearly three decades of contact center experience, faced a costly, inflexible premises-based telephony environment that limited growth and the ability to offer modern channels. To scale, add SMS and web self-service, simplify agent workflows, and reduce operational overhead without disrupting service, 80024Support selected Bright Pattern’s cloud-based omnichannel contact center platform.

Bright Pattern delivered a seamless migration to a reliable, active-active cloud architecture with extensive APIs and integrations (including Zendesk), enabling voice, chat, email, SMS, and web self-service in a single agent interface. The move allowed 80024Support to downsize its physical operations center, achieve 100% uptime, shorten remote agent training time, improve personalization and efficiency with consolidated customer context and analytics, and realize high ROI while expanding client-facing capabilities.

80024Support

Tripp Kerr

Vice President of Operations