Case Study: Randstad achieves rapid ROI and AI-powered omnichannel service automation with Bright Pattern

Randstad Improves Service Management ROI with Bright Pattern’s AI-Powered Omnichannel Interaction Platform

Randstad, a multinational staffing and recruitment firm operating in 39 countries and managing 100,000+ workers weekly in the US and Canada, needed to modernize service management as it moved to the cloud and absorbed new call center acquisitions. Their legacy stack (Ivanti Service Manager, Ivanti Voice, PeopleSoft) lacked cloud-based contact center capabilities, AI routing and automation, so Randstad selected Bright Pattern’s AI-powered omnichannel interaction platform to provide cloud, AI, chat, SMS and omnichannel functionality.

Bright Pattern integrated with Randstad’s existing Ivanti and PeopleSoft systems and delivered AI voice biometrics, automated routing, conversational IVR, chatbots, centralized real-time reporting and a drag-and-drop journey builder. The deployment enabled call deflection and workforce reductions, achieved ROI payback in months, supported 100% cloud operations and scalability for acquisitions, and prompted wider adoption across AR, HR and call center teams as Randstad plans further use of Bright Pattern’s AI chatbots, dialer and conversational IVR.

Randstad

Jessica Osborn

IT Support Services Operations Manager