Case Study: World Leading Healthcare Company achieves improved patient experience and staff efficiency with Bright Pattern omnichannel contact center

World Leading Healthcare Company Deploys Bright Pattern Contact Center

World Leading Healthcare Company, one of the world’s largest managed healthcare organizations with over 100 million customers, deployed Bright Pattern Contact Center to simplify and improve the patient experience. The organization selected Bright Pattern’s omnichannel cloud contact center to deliver digital channels (in‑app, SMS, video, social messengers and bots), modernize communications, and meet HIPAA compliance requirements.

Bright Pattern implemented its cloud‑based omnichannel platform—combining voice, email, chat, SMS, video/telemedicine, bots, omnichannel routing, and quality management—to boost patient experience and staff efficiency. The Bright Pattern solution provides measurable benefits such as support for the company’s massive customer base, scalability to 15,000+ agents, multinational deployment and active quality metrics to measure and improve patient satisfaction while maintaining HIPAA compliance.