Case Study: Everise achieves 26% automation of incoming call and chat volume with Bright Pattern

Major Multi-State Retail Chain Triages Pandemic Call Volume Spike by 26% with AI-Powered Omnichannel Customer Experience from Bright Pattern and Everise

Everise, a CX transformation and customer-experience partner, needed to help a major multi-state retail client cope with pandemic-driven spikes in contact volume and quickly shift agents to remote work without degrading service. To meet this challenge Everise selected Bright Pattern and deployed the Bright Pattern Contact Center alongside Everise’s AI (XAGE), conversational IVR and bot capabilities to deliver an omnichannel, cloud-first solution.

Working together, Bright Pattern and Everise automated five self-service menus within the first month (servicing over 75,000 retail customers) and launched chatbot and Conversational IVR that immediately automated 26% of incoming chat and call volume. The Bright Pattern Contact Center also enabled rapid remote deployment (including a remote rollout of over 2,000 agents in two weeks), seamless routing to offshore agents, and reduced pressure on live teams while preserving business continuity and customer experience.

Everise

Dave Palmer

President