Multi-Billion Dollar Health Insurance Company Improves Efficiency of Remote Contact Center Workforce with Bright Pattern
A large health insurance company provides personalized outreach with improved remote agent capabilities while eliminating downtime with new self-diagnosis features that resolve remote workforce connectivity issues
Bright Pattern, a leading provider of AI-powered cloud contact center software, has been deployed by one of the world’s largest health insurance companies which provides services to more than 20 million members in the United States. Winning numerous awards for outstanding healthcare services, the company prides itself on providing exceptional and personalized customer service to its members. The company needed advanced outbound dialing technology with automated predictive dialing and a solution that was easy for remote agents to set up and use from home.
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Everise, an innovative customer support provider trusted by multiple major healthcare brands and a Bright Pattern partner, recommended Bright Pattern’s platform to the large health insurance company for their outbound dialing needs. “We chose Bright Pattern for our outbound clients because the platform allows us to automate and eliminate routine tasks such as manually dialing each contact,” said Roger Meador, SVP of Information Technology at Everise. “Bright Pattern has increased the productivity of our agents while ensuring we respect data privacy, maintaining TCPA, PCI, and HIPAA Compliance.”
Previous to using Bright Pattern, the company was experiencing technical difficulties and downtime. It was often unclear if the downtime was being caused by the solution provider or a connectivity issue with the remote worker. Supervisors spent needless time driving to agents’ houses to set them up correctly and check on connectivity. With Bright Pattern they have experienced 100% uptime and have easy-to-use self-diagnosing capabilities which effortlessly helps agents test network connectivity, call quality, bandwidth, jitter, and their mic and speakers. “The Bright Pattern platform has been a powerful asset to our team during the pandemic because of its remote working capabilities and self-diagnosing capabilities,” continued Meador.
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Through advanced outbound dialing capabilities, Bright Pattern’s platform eliminated and automated many routine tasks, and helped the company optimize outbound calling campaigns with robust campaign and list management capabilities. With Bright Pattern’s platform, the company increased ROI thanks to an increase in connectivity, uptime, call quality, and average calls per agent.
Companies of all sizes select Bright Pattern to support their customer care organizations because of its simplified – yet robust – omnichannel platform, offering traditional channels; emerging channels like Facebook Messenger; in-app customer support; enterprise functionality; cloud-first architecture; and the ability to modify without the time and cost of professional services. Bright Pattern was recently recognized by Ovum as a Market Challenger, by Omdia for best platform functionality, by Frost & Sullivan as a top-performing vendor, and by Gartner as a leader in the Call Center FrontRunners Quadrant.
