Case Study: United Power achieves improved customer & agent experience, reduced hold times, and effortless reporting with Bright Pattern

United Power Innovates Customer Experience in the Utilities Industries with Bright Pattern’s Omnichannel Cloud Contact Center Software

United Power, a member-owned electric cooperative in Colorado serving more than 93,000 homes and businesses, faced poor agent experience, limited and inaccurate reporting, browser-switching during chats, and platform outages on their previous Five9 system. To address these challenges they adopted Bright Pattern’s Omnichannel Cloud Contact Center software to provide omnichannel support (voice, email, SMS, IVR/bots), better reporting, flexible routing, and full cloud continuity.

Bright Pattern implemented features such as callbacks (virtual hold), skills-based routing, comprehensive and effortless reporting, omnichannel surveys, AI-powered agent assistance, a knowledge base, case/contact management, and Omni QM for quality management. United Power saw immediate ROI: decreased average hold and handle times, fewer abandoned calls, faster agent training and lower turnover, improved agent experience, and higher customer satisfaction across channels.

United Power

Francis Ashu

Director of Member Services