Case Study: NHS achieves rapid, omnichannel COVID-19 contact tracing with Bright Pattern Contact Center

Bright Pattern Contact Center Provides Omnichannel Communications for COVID-19 Contact Tracing in the United Kingdom

The NHS faced an urgent need to run large-scale COVID-19 testing and contact tracing across the UK while protecting staff and rapidly scaling outreach. To support citizen outreach and remote workforces, the NHS selected Bright Pattern and its Contact Center Software—a cloud-based virtual contact center providing omnichannel communications (phone, SMS, email) for citizen outreach and contact tracing.

Bright Pattern deployed its cloud solution in days, enabling remote agents to reach infected individuals and their contacts via phone, text and email while preserving business continuity and regulatory compliance. Bright Pattern’s platform delivered rapid deployment (G2 Crowd #1 for quickest time to deploy), scalability and geographic flexibility, plus AI-powered quality management that can score 100% of interactions—helping the NHS scale tracing efforts, maintain agent safety, and measure outreach performance.

NHS