United Power’s previous system lacked the reporting capabilities and features needed to power their customer experience. Agents had issues accessing all of the features, and had to move between different browsers when conducting multiple chats. Agent experience and ease-of-use were major issues holding them back from providing a seamless customer experience. The platform also lacked the flexibility that they needed and experienced frequent outages. To quote Francis Ashu, the Director of Member Services at United Power, “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. With Bright Pattern, the reporting didn’t even require training. It was effortless from day one.”

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United Power decided that Bright Pattern was the partner for them after looking at several competing cloud providers. Four important features of Bright Pattern’s solution for United Power were no-wait-in-line callback, skills-based routing, comprehensive omnichannel reporting, and reliability. Other key Bright Pattern features United Power wanted included the ability to conduct surveys on different channels, a comprehensive and easy-to-access knowledge base, case and contact management, and flexible business rules to automatically notify supervisors.

United Power will be implementing Omni QM to further assist the agent experience and create a rapport between the supervisor and the agents. “What I love most about Omni QM is that it creates a rapport between the supervisor and agents,” said Ashu. “With Omni QM, there is flexibility for the agent to see scores and continue to monitor how they are performing on a daily basis. Bright Pattern Omni QM takes quality management to the next level by giving our organization the ability to create scoring forms that are segmented based on the types of calls received.”

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“United Power is a very innovative utility company looking to offer a true omnichannel experience to their customers,” said Ted Hunting, SVP Marketing, Bright Pattern. “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. Coupled with our flexible reporting across all channels and omnichannel quality management, they are turning on a brighter, easier customer experience for their customers.”

United Power saw immediate return-on-investment, better contact center KPIs, improved customer experience, and better agent experience. Overall, United Power experienced a drop in average hold times and abandoned calls with Bright Pattern’s callback feature. Agent experience was greatly enhanced with the Bright Pattern platform through its ease-of-use, and intuitive features, plus agent training is much quicker than before.

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