Bright Pattern

Pros

As per the title, it is the flexibility of the system and how easy it is to use! What takes BP to the next level is the service I receive from them. They want to learn and they want to get even better and to do that they actually engage with their customers.

I was impressed by their original RFP presentation/demo! We were using an outdated version of their system which was supplied by Aspect so I was skeptical as the version we had was not good, but we found out Aspect were selling us a version which was 2 years old and everything was simply hard and had to be done their way.

It turned out that feedback we had given aspect, BP had taken and improved their system and actually commented on a few of my employees by names that they were grateful for that and it helped them.

so flexibility simplicity and their engagement is second to none and I would always recommend BP

Cons

I haven't had any downsides as of yet and I am sure there will be some from time to time, but I am confident that whatever happens, they will go the extra mile to get it sorted

Pros

Integration and implementation was smooth, it's easy to use, and we love the level of control and flexibility we have when building voice and chat scenarios.

Cons

Email routing does not currently have the same level of flexibility and features available.

Alternatives Considered

Reasons for Choosing Bright Pattern

Switched From

Reasons for Switching to Bright Pattern

Pros

Remote Cloud based system, requires an online download for the compatibility of the software to your desktop. Allows for call outcome and dispositions to be added, edited. Has user directory, can take notes on the caller. Can while on the call stop recording, saves the users daily call log. Allows for users calling inbound to be placed on a callback list which the system will generate a callback when the call volume decreases in the queue. The system is easy to use has mute functions on the screen if you do not have capabilities on your headset. Has caller ID for those callers in the system. Allows for transfers and holds. Employees get their own designated extensions for each campagin. Allows for campaigns to be set-up.

Cons

The call log would be more effective if users could independently run stat comparisons or if it tallied for the user key information such as average call time, average hold time, average daily calls taken, and percentages of which disposition is used. Because call centers are so competitive and this information is monitored for employee performance. allowing employees to be accountable on their own for improvement wiill benefit the agent and company for better productivity due to agent awareness. Having the ability to pull up a call and see what you dispositioned it as would be useful as this is a function of FIVE9 that was very useful for agents to recall the call outcomes. It would be nice to hear a warning beep a minute before the next phone call comes in and 2 beeps 30 seconds before your next call comes in so agents are not still typing notes in the CRM and a call comes. Customers would complain that they would leave a number for a callback to be called back and placed on hold again, or not be called back at all. Need a feature for automatic call recording to be optional and when a user accepts an inter-office call it asks both users do you want the call recorded if both users do not say yes it does not record. I would get kicked out the system and it shows me as not ready but I would be on an active call but with no ability to disposition the call nor was it showing I was on a call which hurt my agent performance for calls not being dispositioned. Calls that are not dispositioned due to software failure, data connection etc. or being lost should somehow indicate rather than not dispositioned something like "network failure" so administrators do not think agents are simply not dispositioning call outcomes. Maybe possibly creating an integration with CRM software which when caller ID has identified the caller it can pull the account up in the CRM and calls which have not been dispositioned when a new call is taken the softphone will copy the major account changes to the call and for disposition it says OTHER-and action in the CRM such as refund, cancellation, no changes. If a user fails to log out of BrightPattern the next day when the system opens that user wiill have calls routed to them. Maybe having a feature which specifies times a user gets phone calls. to end or begin or both. This was a challenge when a user has a password on their keyboard and mgmt is not there and you can not sign in to the computer to log them out from taking phone calls. Or having a feature after 8 hours of no phone calls the phone will automatically go into sleep mode and not accept phone calls. Needs the ability to tell you which campaign a person is calling into, showing the phone number the person actually dialed.

Pros

Bright Pattern has some of the most innovative omnichannel features including omnichannel quality management for monitoring 100% of interactions on all channels
Bright Pattern has a mature offering and experienced executive team of contact center veterans
One key thing that sets Bright Pattern apart from other vendors is their speed of deployment. They also have great and quick ROI.
They are a great all-in-one solution but also have out-of-the-box integrations to fulfill the needs of any size of contact center both SMB and Enterprise.

Cons

None that come to mind. There are no cons to BP. Can't go wrong with this software

Alternatives Considered

Reasons for Choosing Bright Pattern

Switched From

Reasons for Switching to Bright Pattern

Pros

I love that all of our customer interactions are on one platform. Very user friendly and simple to program. I was part of implementing this software, it was easy to train and easy for agents to learn.
The software has great documentation if you need assistance, otherwise their support team has been great!
They respond quickly and are easy to work with.

Cons

When there are changes made or updates I am not notified of the changes that are made.

Alternatives Considered

Reasons for Choosing Bright Pattern

Reasons for Switching to Bright Pattern

Pros

Ease of use, coupled with excellent features.Virtual queue callback should be more of a "thing".

Cons

Virtual queue callback should be more of a "thing".

Alternatives Considered

Reasons for Choosing Bright Pattern

Reasons for Switching to Bright Pattern

Pros

They have a great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.

Cons

We have had issues with the chat tool and would love more asynchronous capabilities but it has worked for us.

Pros

We love the ease of use of the platform and the endless omni-channel capabilities. It is an open platform which allowed us to integrate with our key software platforms such as Zendesk.

Cons

It is not well known in the marketplace but that will change soon.

Alternatives Considered

Reasons for Choosing Bright Pattern

Reasons for Switching to Bright Pattern

Pros

It is a powerful product, easy to use and allows you to implement all kinds of campaigns and integrations in record time.

Cons

They can improve the functionality Click to Call to Click to Video

Pros

Easy to use and implement, very intuitive interface and very robust.

Cons

The platform has many functionalities and features that help us in our day to day work.

Pros

One of the best Call routing applications in the CCaaS industry. As good as many others like Genesys.

Cons

It should have its own workforce management solution.

Alternatives Considered

Reasons for Choosing Bright Pattern

Switched From

Reasons for Switching to Bright Pattern

Pros

It is an extremely robust, while easy to use software.
It can handle massive telephony centers with ease while maintaining competitive telco charges.
There is an excellent in hours customer support center that has gone to bat for us time and time again.
The scenario builder will allow anyone with a basic knowledge of telephony to easily program any time of campaign.
Their Development team is consistently looking to improve their software and will often reach-out/receive feedback on what features should be brought in.

Cons

Pricey. One of the big hang ups we have with Bright pattern is that were not quite to a place where Omi-channel telephony can be fully utilized and so I feel that I pay for my features/channels I do not use
Some features are rather rudimentary like the built in QA software, or auxiliary state controls
After hours support feels redundant and doesn't seem to reduce wait times on urgent tickets
Carrier Trouble ticket reporting can be hairy

Pros

I love the omnichannel support. I was able to design an outbound dialing program that incorporates telephone calls, automated voicemails, SMS messaging, and email. This approach took my contact rate from ~35% to 61% last month! I could have have accomplished this with out the creativity and expertise of the support staff, they are very knowledgeable about their product and very willing to help with solutions.

Cons

It seems to be better designed for a small number of large dialing campaigns as opposed to a large number of small campaigns, but this is likely an issue across predictive dialing platforms. When I am testing new campaigns that only send 100 or so leads each day, it is often more beneficial to manually dial them in 'Preview' mode rather than set up dialing rules and unique campaigns because having one or two agents assigned to several small campaigns often makes the dialer "choke" for lack of a better word. I have also had some integration issues with our CRM, but again I do not believe that 100% (or any percent, to be honest) a reflection of Bright Pattern as much as it is on our CRM software.

Pros

The system was very easy to setup along with training and onboarding from the Bright Pattern team.

Cons

I do not have any complaints about the system as they have taken care of the requirements of my support team.

Pros

Scenario builder and Omunichannel capability are wonderful. I also like SNS integration including LINE, AI Watson integration and Proactive Chat. This is a ALL IN ONE solution with APIs which can give me freedoms to integrate other softwares easily. Voice, SNS, Chat, Video, CRM, SMS, AI and ticketing system are all connected and integrated nicely so that a call center agent can easily use without any stress. I believe that this software is the ONLY ONE TRUE OMUNICHANNEL platform and Bright Pattern is very quick in integrating their software with other third party softwares. And because of that, the software is always NEW AND UPDATED. This is also one of the reasons why I like this software. Their support team is very nice and they are very quick to respond to any of our inquiries in a kind manner.

Cons

Pricing is not very low but reasonable because of their sophisticated omunichannel functionalities and wonderful customer support.

Pros

The robustness of the underlying technology to withstand exponential growth.

Cons

The User Interface could use a design upgrade.

Pros

Rapid deployment of new routing strategies and easy integrations. I can set up​ a URL screen-pop in 30 seconds.

Cons

Limited to 10 global questions for quality scoring. Looking forward to the upcoming QM Pro capabilities.

Alternatives Considered

Switched From

Reasons for Switching to Bright Pattern

Pros

Exemplary technical support with a reliable, quality product. Agents like the easy UI and simple tools.

Cons

Some set-up is confusing and counter-intuitive

Pros

It has a flexible IVR that allows us to handle complex inbound scenarios and is fairly simple to use and change.

Cons

Salesforce.com integration works well as long as the call was initiated or received in Salesforce. We would like to see stronger integration for OB and IB calls not initiated or received in Salesforce.

Pros

Excellent Customer Support- for implementation, ongoing support and enhancement requests Concurrent licenses and not being double charged by channel, integration with Zendesk.

Cons

I wish that chat was a bit easier to customize through the admin console, instead of having to update the code. (text changes for ex.)

Pros

Skill Based Routing, scenarios, creating users, lists, uploading queue messages via a wav file and the list goes on.

Cons

When moving agents to different teams it put their skill back at 100 for all the services versus keeping it how it was and it's been challenging for our call centers to manage this. And I wish there was a way we could move multiple access numbers to a scenario & Service at the same time versus one by one. Some of our client's have 1000+ phone numbers that all route to the same scenario & service etc...

Pros

The software is easy to use and navigate.

Cons

Sometimes the calls are dropped and at times you are unable to answer the call.

Pros

Bright Pattern is solid software. Few to no outages in the last 6 months. End users picked it up quickly. The implementation team was a dream to work with. API integrations were easy to work with for someone with a systems background.

Overall, we're happy.

Cons

Admin experience is good, but some areas have room for improvement (ex: settings are not always where you'd expect them).

Pros

It is browser based you don't need any other software to be able to use

Cons

Administrator need to have some programing knowledge like JSON to set up the system

Pros

Organization, functional when it's working

Cons

Technical issues, doesn't automatically update