Case Study: Afligo achieves 25% increase in agent productivity with Bright Pattern multichannel cloud contact center

Fortune 1000 Company, Afligo, Boosts Agent Productivity by 25%, with Use of Multichannel Cloud Contact Center Technology

Afligo, a business unit of Systemax that provides promotional marketing services, faced a fragmented contact center environment with separate vendors for channels, reporting, and management that drove up costs and complexity. Afligo needed a flexible, cloud-based omnichannel solution with unified cross-channel reporting, IVR/speech recognition, and remote-access ease to support teams in Florida and the Philippines. Bright Pattern was selected to provide a multichannel cloud contact center platform, with conversational AI from SmartAction for self-service.

Bright Pattern deployed its cloud contact center platform (initially inbound voice, then inbound/outbound voice, email processing and web chat, with SMS planned) and integrated SmartAction for automated rebate status self-service. The solution boosted agent productivity by 25%, enabled 80% of rebate callers to self-serve, reduced workload and costs, and delivered unified reporting and easier remote workforce management—positioning Afligo for continued growth with Bright Pattern.

Afligo

Rachel Haber

Director, Client Services