Case Study: Naver achieves rapid 100% cloud remote contact center and business continuity with Bright Pattern

Naver, ‘The Google of South Korea’, Goes Remote with 100% Cloud Contact Center for Business Continuity and Employee Safety

Naver, the leading search engine in South Korea and creator of the LINE messenger app, faced the urgent challenge of moving its contact center agents to fully remote work during the COVID‑19 pandemic while maintaining office-level efficiency, business continuity, security, and support for growing mobile messenger channels. To meet these needs, Naver turned to Bright Pattern and its cloud‑based omnichannel contact center platform to enable a rapid, compliant shift to remote operations.

Bright Pattern implemented a fully cloud-capable omnichannel contact center that allowed Naver to transition all agents to home quickly — in a matter of weeks — while maintaining agent productivity and customer service levels. The Bright Pattern solution delivered 100% cloud uptime, faster deployment, reduced remote training time, remote reporting, and expanded channel support (LINE, WhatsApp, WeChat, KakaoTalk, Facebook Messenger, Twitter and more), enabling Naver to protect employees, preserve business continuity, and continue delivering seamless customer experiences.

Naver