Case Study: BellSystem24 achieves omnichannel agility and drastic call center cost reduction with Bright Pattern

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

BellSystem24, one of Japan’s largest contact center outsourcers with roughly 17,000 seats and 30,000 agents across 34 locations on its BellCloud platform, was constrained by on‑premise infrastructure that hindered rapid adoption of new digital channels and omnichannel CX. Seeking a 100% cloud contact center solution to improve agility and integration, BellSystem24 selected Bright Pattern.

Bright Pattern delivered a fully cloud contact center platform (via Communication Business Avenue) that integrated with BellSystem24’s existing systems, required no large upfront investment, and ran on a pay‑per‑use model; the platform was deployed in a matter of weeks, cut startup time from several months to days–a week, and saved BellSystem24 “millions to tens of millions of Yen.” As a result, Bright Pattern enabled omnichannel capabilities, faster client rollouts, reduced remote agent training time, continuous access to new channels and features, and significant capital and time savings.

BellSystem24

Ken Hayakawa

General Manager of the Technology Department