Case Study: Telikom Ltd achieves a cloud-first omnichannel contact center with faster call handling and quick ROI with Bright Pattern

Telikom Ltd Partners with Gapcloud and Bright Pattern to Move Contact Center Operations to the Cloud with Microsoft Teams Integration

Telikom Ltd, a telecommunications leader in Papua New Guinea, needed to replace a complex on‑prem Skype for Business/Geomant contact center to reduce hardware dependency, improve reliability, add omnichannel customer interactions, and integrate with Microsoft Teams. They chose Bright Pattern CCaaS (recommended and implemented alongside long‑time partner Gapcloud) to meet these cloud‑first and usability objectives.

Bright Pattern delivered a cloud‑based omnichannel contact center with Microsoft Teams integration and provided a tenancy for hands‑on testing, while Gapcloud led the migration. As a result, Bright Pattern enabled a de‑risked cutover with no service disruption, rapid deployment (additional business divisions migrated within weeks), increased call‑handling efficiency, more personalized customer journeys via its scenario builder, reduced agent training time, quick ROI payback, and the expansion of mobile customer service and self‑service capabilities.

Telikom Ltd

Rungi Pingi

Head of ICT