Case Study: Everise achieves 50% contact diversion and scalable omnichannel service for 75,000 members with Bright Pattern

Major Multi-State Retail Chain Selects Everise and Bright Pattern Contact Center to Deliver an Integrated and Intelligent Member Customer Experience

Everise, working with vendor Bright Pattern and using Bright Pattern’s Cloud Contact Center AI, was engaged to deliver an integrated, digital-first omnichannel contact center for a major multi-state retail chain that needed to support about 75,000 members during the global pandemic. The organization had siloed systems and customer data, high inbound volumes, and required a customizable, 100% cloud solution with AI-driven self-service to triage common issues and enable remote agents.

Everise implemented Bright Pattern’s Cloud Contact Center AI alongside its XAGE Conversational IVR and chatbot, deploying voice, email, web chat, social, CTI integration with Zendesk, virtual queuing and other channels. The solution automated five self-service menus in the first month, serviced roughly 75,000 users at about 70% accuracy, diverted over 50% of incoming chats and calls, enabled a rapid work‑from‑home transition, and reduced average handle time — demonstrating Bright Pattern’s impact on scaling omnichannel, AI-powered customer service.

Everise

Roger Meador

SVP of Information Technology