Case Study: UpCom DTS achieves rapid, scalable remote omnichannel contact center deployment with Bright Pattern

UpCom DTS, the Largest Chilean BPO, Deploys Bright Pattern Cloud Contact Center for Remote Workforce

UpCom DTS, the largest Chilean BPO with over 22 years of experience and more than 1,700 collaborators, faced rapid seasonal spikes (up to 250% on some platforms) and needed a cloud solution to enable remote work during the pandemic. To meet these challenges, UpCom DTS deployed the Bright Pattern Cloud Contact Center omnichannel platform to provide flexible, scalable, and integrated customer service capabilities.

Implementation partner NewGO quickly deployed Bright Pattern with only lightweight plugins for agents, enabling fast plug-and-play remote onboarding and seasonal scaling. Bright Pattern delivered real-time supervisor monitoring, out-of-the-box integrations with Microsoft Dynamics 365, Salesforce, Zendesk and more, speech analytics that transcribe and analyze 100% of interactions, improved QA and reporting, reduced remote training time, and claimed 100% uptime—driving faster deployments, better visibility, and measurable improvements in quality and efficiency.

UpCom DTS

Carlos Quintino

Planning & Development Director