Case Study: Leading Real Estate Marketplace Service Provider achieves seamless in-app omnichannel customer support and remote agent enablement with Bright Pattern

Bright Pattern Contact Center Deployed by the Leading Real Estate Marketplace in the US

Leading Real Estate Marketplace Service Provider faced the need to support customers across voice and chat, enable seamless in-app escalation to live agents, and quickly shift agents to remote work during the COVID-19 pandemic. To meet those challenges they selected Bright Pattern’s omnichannel cloud contact center platform, deployed with out-of-the-box integration to Zendesk for CRM connectivity, enterprise scalability, and simple rollout.

Bright Pattern implemented in-app one-click voice/video escalation, persistent customer context across channels, mobile messenger and media sharing, and a unified agent desktop with omnichannel routing and analytics. The deployment enabled faster, frictionless customer-to-agent connections, eliminated hold time through agent notifications, empowered remote agents, and delivered lower contact center expenses and improved agent efficiency thanks to Bright Pattern’s AI, automation, and Zendesk integration.