Case Study: MarketSource achieves improved customer satisfaction and seamless omnichannel CX with Bright Pattern

MarketSource hits the target with help from Bright Pattern’s omnichannel contact center software

MarketSource, a 40-year-old sales solutions company that hires and manages B2B and retail sales teams, faced a disjointed CX environment with frequent system interruptions and a legacy platform (inContact) that lacked historical records, true omnichannel tracking, customizable reporting, and easy scalability for remote teams. To address these challenges, MarketSource evaluated and selected Bright Pattern’s omnichannel contact center software.

Bright Pattern implemented a tailored omnichannel solution with a smooth, rapid rollout and hands-on customer success support, enabling MarketSource to build custom reports, access historical customer data, track calls across channels, scale quickly, and support remote teams. As a result, MarketSource has streamlined operations, improved productivity and vendor relations, reduced service interruptions, and is positioned to integrate Bright Pattern with Salesforce and deploy AI chatbots to further speed recruitment.

MarketSource

Desi Hristova

Business Process Engineer