Case Study: Transcosmos achieves 5× platform growth, 88% faster agent training, and 100% uptime with Bright Pattern

Transcosmos Supports a Global Network of Call Centers with an Omnichannel Interface Provided by Bright Pattern

Transcosmos, a global partner to large retailers operating call centers in 31 countries, needed a scalable omnichannel platform to open new sites quickly, handle seasonal surges, and deliver consistent, localized customer care across voice, chat, email and IVR. To meet these challenges the company selected Bright Pattern and deployed Bright Pattern Contact Center to unify operations, simplify training for multilingual agents, and provide a mature cloud architecture with active-active reliability.

Bright Pattern rolled out a single, uniform omnichannel solution across Transcosmos’s global network, enabling centralized maintenance and immediate updates. The results include average agent training time reduced to three hours (an 88% decrease), a 5x increase in platform usage, 100% uptime, email handling typically under 12 hours, and the ability for agents to handle chat, email and voice simultaneously—supporting rapid expansion into Mexico and Brazil and delivering significant cost and operational efficiencies.

Transcosmos

Tom Coshow

Managing Director