Bright Pattern, a leading provider of AI-powered cloud contact center software, has been deployed by Zerorez Atlanta to provide a personalized customer experience over inbound and outbound voice, chat, and text message channels. Zerorez Atlanta performed extensive research to determine the optimal omnichannel cloud contact center vendor that they could recommend to all Zerorez franchises across 60 U.S. cities and found the perfect partner in Bright Pattern.
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Zerorez Atlanta experienced outages lasting as long as five hours every couple of months with its existing cloud contact center provider, and they lacked remote functionality for their fully remote workforce. The company also experienced problems integrating the contact center platform to its proprietary CRM. After evaluating multiple vendors, Zerorez Atlanta chose to partner with Bright Pattern because of its flexible integrations, ease-of-use, modern technology and features, and significantly lower setup costs.
With Bright Pattern’s platform, Zerorez Atlanta saw a massive decrease in agent frustration, with complaints from agents dropping by 75% in the first month alone. Zerorez Atlanta has also seen almost no downtime, allowing the company to provide better customer service without the frequent outages experienced with its prior cloud contact center provider. Zerorez Atlanta has also seen cost savings and fast ROI due to a combination of lower deployment costs and the elimination of lengthy, frequent downtime.
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Zerorez Atlanta has already saved an average of 30 to 40 dollars per agent per month while also reducing average call handling times by at least 30 seconds per call since moving to Bright Pattern. Furthermore, Bright Pattern’s software was able to automatically diagnose connectivity issues for remote workers and notify Zerorez Atlanta agents when connectivity issues were caused by the agent’s internet connection.
“When we implemented Bright Pattern’s platform, agent frustration dropped dramatically,” exclaimed Brandon Colton, Customer Care Operations Manager at Zerorez Atlanta. “Rather than spending all day fighting the software, agents are now helping customers. Bright Pattern has made being a 100% remote workforce easy and reliable. From the moment we partnered with Bright Pattern, the process couldn’t have been smoother.”
Zerorez Atlanta plans to integrate more technology with Bright Pattern’s platform to make the customer and agent experience even better and more tailored for their use cases. In the upcoming months, Zerorez Atlanta plans to implement AI into their CX operations through chatbots and live chat on their website.
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