Bright Pattern Helps US Vaccine Distributors Rapidly Deploy Call Centers

Bright Pattern, a global provider of AI powered contact center software, is receiving praise for its recent deployment of a hotline to help US vaccine distributors schedule appointments for qualified candidates. The company was able to set up a standalone hotline in less than a day, making it one of the fastest call center deployments ever recorded.

This impressive achievement from Bright Pattern helped more than 200 remote agents quickly train to address the massive number of call requests for vaccinations. Within the first day of operation, the hotline received more than 14,000 calls. The outsourcing provider behind the call center, Atento, looked to other call center competitors like Genesys (News - Alert) and Avaya, prior to selecting Bright Pattern. The company decided to move forward with Bright Pattern when it was revealed how quickly they believed the hotline could be implemented.

“Bright Pattern had a contact center up and running in just 23 hours. The other vendors we were talking with simply couldn’t deploy the agents quickly enough for this urgent need,” said Hugo Martinez, Regional Technical Account Manager and Security at Atento. “In just a week of using Bright Pattern, we saw a 70% increase in agents and have plans to grow to 1500 agents over the next month,”

The success of this rapid deployment will likely motivate other call centers to enlist Bright Pattern for assistance with new hotlines, as vaccinations continue to be distributed across the globe.

Edited by Maurice Nagle