Case Study: Upstart achieves 100% uptime and better call quality with Bright Pattern Contact Center

Upstart Improves Reliability and Scalability with Bright Pattern Contact Center and Salesforce CRM

Upstart, the AI-powered lending platform, was struggling with poor call quality, dropped calls, unreliable Salesforce syncing and unresponsive support from its previous vendor, Five9. To meet goals like 100% uptime, PCI DSS compliance, better call quality and native Salesforce integration, Upstart selected Bright Pattern’s contact center solution integrated with Salesforce CRM.

Bright Pattern helped Upstart transition off Five9, build custom functionality, and integrate the contact center with existing phone systems and Salesforce while providing strong technical support and a long trial. The result was measurable: reduced average call waiting times, streamlined outbound campaigns, improved call quality and system reliability with a 100% cloud-based solution and uptime, centralized omnichannel reporting, faster agent onboarding and rapid ROI—enabling agents to focus more on customers.

Upstart

Briana Case

Head of Investor Operations