Wednesday, March 04, 2026
Bright Pattern, a leading provider of AI-powered contact center solutions, has announced that IDnow, one of Europe’s prominent identity verification platforms, has selected the Bright Pattern AI-Powered Contact Center platform to support its growing digital identification operations. With this implementation, IDnow will fully replace its previous legacy contact center environment and deploy a more advanced, scalable system capable of handling high-volume verification workflows across Europe.
IDnow’s broader mission focuses on building a secure digital trust ecosystem, where identities are not only verified but also continuously enriched and protected. The company already processes over 115 million identity verifications annually, supporting more than 600 enterprise clients and working with 215 international issuing authorities worldwide. As demand for secure digital identity verification continues to grow, the company required a more flexible and resilient technology infrastructure to handle increasing workloads efficiently.
By implementing Bright Pattern’s AI-driven platform, IDnow can now support large-scale, real-time identity verification processes across multiple countries and languages. In addition, the solution delivers the advanced routing, reliability, and scalability needed for one of Europe’s most complex digital trust environments.
Unlike traditional contact center systems that primarily focus on voice-based communication, IDnow required a platform capable of supporting video-based identity verification workflows. Since identity verification often involves real-time visual confirmation, legacy voice-centric solutions were unable to meet this requirement. Bright Pattern addressed this challenge by integrating its contact center platform directly with IDnow’s proprietary video identification technology.
As a result, the platform now enables AI-powered orchestration and routing of video verification sessions along with non-video tasks, ensuring that identification requests are handled efficiently and securely at scale.
Through this deployment, IDnow can now process more than one million video identifications every month. In addition, the system supports advanced scenario-based skill routing using Bright Pattern’s visual workflow designer, allowing the organization to manage complex identification workflows more effectively. The platform also converts video verification tasks into structured contact center content, improving operational visibility and management.
Beyond improving scalability, the deployment has also streamlined IDnow’s operational structure. Currently, the company operates with more than 650 agents across multiple countries, and the new platform has consolidated seven separate operational locations into a single private cloud environment. This transition has significantly simplified infrastructure management while improving system reliability.
Moreover, the company has successfully reduced overall maintenance costs by approximately 25 percent while simultaneously expanding functionality and enabling more sophisticated skill-based routing capabilities without system limitations.
“Trust is becoming the most valuable currency in the digital economy,” said Benjamin Stetter, VP Workforce Management at IDnow. “Bright Pattern gives us the flexibility and intelligence to scale secure identity verification globally – something our previous contact center environment simply could not support.”
“IDnow had a clear requirement: scale mission-critical identification with sophisticated routing, while avoiding the limits of traditional channels,” said Michael McCloskey, CEO Bright Pattern. “With an AI-ready contact center foundation, Bright Pattern enabled IDnow to scale internationally and fully replace its prior environment.”
Overall, this collaboration highlights how AI-powered contact center technology is playing a critical role in strengthening digital identity verification and trust infrastructures across global markets.
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