Castles Technology, a global provider of Android-based payment acceptance solutions, has announced the deployment of Bright Pattern’s AI-driven omnichannel contact center platform to enhance its customer service operations worldwide. The move comes as the company seeks to scale its support infrastructure to meet the demands of its growing merchant base, which processes millions of transactions daily across retail, hospitality, and transportation sectors.

Modernization Driven by Global Expansion

The decision follows a strategic review of Castles Technology’s existing customer support systems, which were deemed insufficient to handle the complexity of its expanding operations. With over 30 years of experience in the payment technology sector, Castles Technology aims to use Bright Pattern’s platform to deliver faster, more efficient service to its global customer base.

According to Jean-Philippe Niedergang, Acting Group CEO and EMEA-PACIFIC-LATAM CEO at Castles Technology, the company needed a contact center solution that could match the critical nature of its payment systems while providing scalability and flexibility across multiple regions.

“Our merchants rely on Castles Technology payment solutions to process millions of transactions every day across retail, hospitality, and transportation sectors worldwide,” Niedergang said. “We needed a contact center platform that could match the mission-critical nature of our payment systems while giving us the flexibility to scale globally. Bright Pattern’s omnichannel capabilities, AI-driven automation, and smooth Matrix42 integration will help our support teams resolve issues faster and deliver the level of service our customers expect. This modernization is an important step in our customer experience strategy.”

AI-Powered Features to Enhance Customer Experience

Bright Pattern’s platform includes AI-driven automation, which will enable real-time transcription, interaction summaries, sentiment analysis, and intelligent routing of customer inquiries. The system will also support omnichannel communication, integrating voice, email, SMS, chat, social media, and messaging platforms into a unified support framework.

Additionally, the platform will integrate directly with Castles Technology’s Matrix42 service management platform, allowing for a more cohesive view of customer interactions and workflows. This integration is expected to streamline support operations and reduce resolution times.

Castles Technology selected Bright Pattern for its native cloud architecture, built-in AI capabilities, open integration framework, and competitive total cost of ownership. The implementation timeline is expected to be faster than traditional systems, allowing the company to deploy the new platform across its global operations more efficiently.

Scalability and Future Growth

Bright Pattern’s cloud-based SaaS architecture is designed to support distributed teams and global operations, making it ideal for Castles Technology’s expanding footprint. The platform’s unified agent desktop will provide complete interaction histories, improving first-contact resolution rates and reducing handling times.

According to Michael McCloskey, CEO of Bright Pattern, the partnership reflects a growing trend in the payment technology sector, where modern customer service infrastructure is becoming a critical component of business strategy.

“Modern payment technology requires equally modern customer service infrastructure,” McCloskey said. “Castles Technology operates in a fast-moving, global environment, and our platform provides the flexibility, intelligence, and scalability needed to support that growth.”

Bright Pattern’s platform also includes advanced analytics tools, enabling Castles Technology to monitor customer interactions and make data-driven decisions to improve service quality and operational efficiency. The system’s reporting capabilities will support continuous improvement and long-term strategic planning.

Bright Pattern, which serves over 500 customers across 30 countries, offers a cloud-native platform that can be deployed in the cloud, on-premises, or in private cloud environments. The company is recognized for its fast implementation times and low deployment costs, which were key factors in Castles Technology’s decision.

The deployment of Bright Pattern’s platform is expected to be completed within the next six months, with initial rollouts in key markets followed by global expansion. The move is part of Castles Technology’s broader strategy to modernize its operations and maintain a competitive edge in the rapidly evolving payment technology landscape.