Case Study: The Connection achieves cloud modernization with 100% uptime, 80% call deflection and 33% lower AHT with Bright Pattern

Bright Pattern Helps BPO, The Connection, Transition from Existing Legacy Technology to the Cloud

The Connection, a large-scale BPO and customer care provider with 36 years in CX, faced a major challenge: they were running clients on a 20-year-old premise-based platform that was inflexible and no longer met modern needs. After evaluating nearly every CX platform on the market, The Connection selected Bright Pattern’s cloud contact center platform to replace the legacy system and provide a more flexible, customizable solution.

Bright Pattern piloted the cloud platform in May 2017 and completed rollout by July 2017, then worked closely with The Connection to deliver integrations and custom features. As a result, Bright Pattern enabled 100% uptime, an 80% call deflection rate via a self-service IVR, a 33% reduction in average handle time, and easy integration of SMS, webchat, AI/speech analytics and CRMs through open APIs—giving The Connection the scalability of a large BPO while preserving its boutique, tailored approach.

The Connection

Ken Unruh

Chief Technology Officer