Case Study: The Connection achieves scalable omnichannel CX with Bright Pattern

The Connection reduces call handling time by 20–30 seconds with Bright Pattern

The Connection, a premier business process outsourcer (BPO), needed to transition from its outdated legacy contact center system to a more robust and flexible omnichannel CX platform. They selected Bright Pattern's cloud contact center software to gain access to instant innovation, scalability, and a full suite of customer service channels including SMS, web chat, and self-service IVR.

By implementing Bright Pattern's omnichannel platform, The Connection gained the flexibility to leverage new tools and channels. The solution delivered significant measurable results, including an 80% call deflection rate from the new IVR and a reduction in Average Handle Time by 20 to 30 seconds. Bright Pattern provided the scalable and innovative technology that allowed The Connection to modernize its customer experience offerings.

The Connection