Monday, December 22, 2025
Bright Pattern has strengthened its position in the European market as the coeo Group, a major technology-driven debt collection organization, has fully rolled out the company’s ai powered omnichannel solution across all its contact center operations. The deployment marks a significant modernization milestone for coeo, which handles more than five million debt collection cases each year and supports clients across diverse industries such as e-commerce, telecommunications, BNPL, utilities, insurance, and mobility.
Before the rollout, coeo relied on a legacy system that no longer supported its growth ambitions or its innovation-focused service model. By transitioning to Bright Pattern’s platform, the company aimed to embrace more flexible tools, strengthen automation, and ensure its agents could operate with greater efficiency. Today, more than 300 agents actively use the new environment, which has completely replaced the previous Genesys-based setup.
To ensure a seamless transition, coeo partnered with Sogedes, a long-standing expert in omnichannel contact center deployments. Thanks to their extensive experience, the migration proceeded quickly and with minimal disruption. As a result, coeo maintained service continuity while giving its teams immediate access to more advanced features.
Furthermore, coeo’s leadership emphasized that today’s competitive debt collection landscape requires modern, adaptable technology capable of supporting rapid innovation. They noted that Bright Pattern’s unified platform aligns with the company’s goal of enhancing agent productivity, improving workflows, and maintaining a customer-first approach. They also highlighted how the system’s smooth integration and intuitive design enabled hundreds of agents to move to the new solution without impacting service levels a critical factor for an organization that handles such a large volume of client interactions.
Bright Pattern echoed these sentiments, pointing out that companies like coeo represent the next generation of organizations transforming their operations through intelligent contact center technologies. By replacing an outdated system with a more dynamic solution, coeo demonstrated a strong commitment to improving operational excellence while embracing scalable tools that match its long-term growth strategy.
Key elements of the implementation included a rapid deployment timeline, full system migration, and complete omnichannel support across customer communication channels. The shift also ensured that coeo can continue evolving its digital operations and respond quickly to changing client expectations.
Overall, the collaboration between coeo, Bright Pattern, and Sogedes illustrates how modern platforms especially those enhanced with ai and automation can reshape operational performance in high-volume contact environments.
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