Case Study: Sun Country Airlines achieves omnichannel customer service and reduced handling times with Bright Pattern

Sun Country Airlines Enables Omnichannel Communication and Omnichannel Quality Management for Better Customer Service and Agent Empowerment

Sun Country Airlines, a U.S. low-cost carrier serving 50+ destinations, faced limited visibility and siloed customer history with its previous contact center provider, along with constrained digital channels, cumbersome reporting, and inflexible workflows. To gain omnichannel capabilities, omnichannel quality management, an easy-to-use agent desktop, and real-time insights for a remote workforce, Sun Country selected Bright Pattern and its AI-powered omnichannel platform (including Omni QM and screen recording).

Bright Pattern implemented a unified omnichannel contact center with Omni QM, screen recording, customizable dashboards and wallboards, and workflow tools that managers can adjust without IT. As a result, Sun Country experienced significant decreases in average handle time, an increase in the percentage of calls handled, faster troubleshooting and agent onboarding, easier reporting and analytics, reduced agent frustration, and a single omnichannel journey across voice, digital channels, and social.

Sun Country Airlines

Brian Crocker

Business Analyst