Case Study: Republic Wireless achieves 95% customer satisfaction and call-center-free omnichannel support with Bright Pattern

Happy Customers Without a Brick-and-Mortar Call Center Republic Wireless Shows How It’s Done

Republic Wireless, a mobile virtual network operator known for its “Wi‑Fi first” low‑cost plans, needed to scale customer support without building a traditional call center. Facing more complex member needs as its user base grew, Republic Wireless chose Bright Pattern’s cloud contact center solution for its flexible call routing and ability to integrate with the company’s existing Zendesk ticketing platform.

Bright Pattern implemented omnichannel capabilities including scheduled outbound calls and an “invitation to call” workflow that lets members request phone help at convenient times, while tying interactions back into Zendesk. As a result of Bright Pattern’s solution, Republic Wireless maintains over 95% customer satisfaction, supports hundreds of thousands of members with just 140 agents, and continues to evolve support for new products without a brick‑and‑mortar contact center.

Republic Wireless

Sean Rivers

Director of Operations Technology