United Power Turns to Bright Pattern for Cloud Contact Center Upgrade

The non-profit electricity provider United Power has replaced its cloud contact center system with Bright Pattern for its northern Colorado front range.

United Power selected Bright Pattern after realizing that its previous cloud provider lacked the necessary capabilities needed to improve customer experience. Company agents regularly noted that the system was difficult to navigate, and would not allow multiple chats to run simultaneously without switching between browsers. Eventually, United Power decided that the service was holding their customer experience back.

Francis Ashu, the Director of Member Services at United Power, commented on the common issues, stating “When moving from premise to cloud software, we quickly learned that not all cloud providers are the same. The agent experience on our existing platform was horrible even though they sold it as ‘easy-to-use’. We had 6 or 7 training sessions with their team and never figured out what was going on with errors in reporting.”

Bright Pattern’s Omni QM was selected by United Power after thoroughly researching competing services, and four key factors helped United Power reach a decision:no-wait-in-line callback, skills-based routing, comprehensive omni channel reporting, and reliability. Along with those features, Omni QM can conduct surveys, provide case and contact management, and allows automatic notifications to supervisors.

After installing Omni QM, United Power noticed an immediate return-on-investment, reporting a significant drop in average hold times, abandoned calls, and positive feedback from agents.

 “In weeks they implemented much of the full suite of capabilities in our platform, both voice and digital channels, while significantly improving the agent experience with better ease of use.” noted Ted Hunting, SVP Marketing, Bright Pattern. Coupled with our flexible reporting across all channels and omnichannel quality management, they are turning on a brighter, easier customer experience for their customers.”

Edited by Maurice Nagle