Case Study: thinkVoice achieves improved agent yield and TCPA compliance with Bright Pattern

Self-Service, Lead Enhancement Engine, thinkVoice, Uses Bright Pattern to Improve Agent Yield and Ensure Regulatory Compliance

thinkVoice, a cloud-native contact center technology company serving education, mortgage and insurance markets, needed to improve lead quality and agent yield while ensuring outbound TCPA and regulatory compliance. To achieve scalable, compliant lead verification and qualification, thinkVoice partnered with Bright Pattern, leveraging Bright Pattern’s dialer and APIs to integrate with their lead-enhancement engine and existing CRM/support platforms.

Using Bright Pattern’s dialer and APIs, thinkVoice built a lead database and dynamic form capability that validates leads in real time, prevents duplicates, prioritizes “hot” leads, and delivers data-driven, industry-specific screen pops to agents. The Bright Pattern integration enabled hot transfers with a single button, sent call recordings to end-user systems for audits, and powered reporting across the lead value chain—resulting in higher agent productivity and yield, shorter handle times and fewer errors, prevention of duplicate billing, and stronger TCPA/regulatory compliance.

thinkVoice

DC Cullinane

Chief Executive Officer