United Power's previous system lacked the features and reporting capabilities needed to power their customer experience. Agents faced issues accessing all of the features and had to move between different browsers when conducting multiple chats.
Fremont, CA: Bright Pattern, a leading provider of AI-powered cloud contact center software, has declared that it was deployed by United Power. United Power is a member-owned, not-for-profit electric cooperative that provides electricity to over 97,000 homes and businesses along with Colorado's northern front range. United Power is dedicated to providing great customer service and seamless experiences, all while delivering important services to its members. Bright Pattern was chosen for seamless omnichannel conversations and reporting, advanced routing, omnichannel quality management, and callback functionality.
United Power's previous system lacked the features and reporting capabilities needed to power their customer experience. Agents faced issues accessing all of the features and had to move between different browsers when conducting multiple chats. Agent experience and user-friendliness were major issues holding them back from delivering a seamless customer experience. The platform also lacked the flexibility that they required and experienced frequent outages. Francis Ashu, the Director of Member Services at United Power, stated, "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."
United Power accepted Bright Pattern as the partner for them after looking at several competing cloud providers.
United Power will be implementing Omni QM to further assist the agent experience as well as 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," stated 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."