Case Study: Large Financial Institution achieves rapid Paycheck Protection Program support and scales to 100,000 daily calls with Bright Pattern Contact Center

Bright Pattern Contact Center Deployed by Large Financial Institution to Support Paycheck Protection Program Amid COVID-19 Pandemic

Large Financial Institution turned to Bright Pattern Contact Center as the COVID-19 pandemic forced a rapid shift from brick-and-mortar call centers to remote work while launching its Paycheck Protection Program. The bank’s challenge was to protect employees, enable work-from-home technology, and in days provide scalable, omnichannel support to guide small business clients through loan applications amid surging call volumes.

Bright Pattern deployed its cloud-based contact center in days, onboarding thousands of virtual concurrent agents and enabling omnichannel (voice, chat, email, SMS, bots) interactions and centralized agent management. As a result, the Large Financial Institution handled nearly 100,000 calls per day and processed hundreds of thousands of loan applications, with Bright Pattern’s scalability and rapid deployment allowing the bank to add agents and maintain service continuity immediately.