Bright Pattern

We hit a homerun by switching to BrightPattern

Vorteile:

The fact that out of the box it cover such a wide range of needs and very simply can have customizations built/created to further enhance what the software delivers. The sales and build team are SO EASY to work with and with minimal back and forth, they created exactly what we we wanted and expected plus trained us and a staff of 100 without any issue

Nachteile:

There is nothin to like least - everything was a positive experience from start to finish and we are certainly not an easy client (lots of needs and demands around HIPAA and PCI compliancy.

Review of Bright Pattern from my perspective

Kommentare: I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. It helps to see if I am getting my bonus prodcutivity stats too. I would refer it to other vendors even though I only used it for less than 6 months.

Vorteile:

It is easy to use especially when the emails get pushed out to me. I use a jabra mic and I the calls can go right through me at office or at home with soft phone. I like the chat option too. To out case notes is very helpful too. It is user friendly when it works good.

Nachteile:

I do not hear a beep when an email comes in so I have to keep watching my screen on the laptop when a request comes in to my que. Also If I do not repsond in a minute or less I get a red in my phone # calls. Lately the chat option was not sending an alert either. There are some issue for me the pros of it are so maych better then incontact was.

Bright Pattern Review

Vorteile:

I can honestly say I do not really like anything about the software. It functions ok for what we need it to do, but it has more problems than anything.

Nachteile:

There is a lot that can be improved about this software. The order an email thread shows is confusing. There is no option to set different signatures as we can in outlook. It automatically kicks me out daily. If I am on a phone call when it kicks me out I cannot get the phone number back to call the person back so they just assume they were hung up on. There is no way to easily search for a previously sent email. It would be nice if I could go to a place where the previous emails I worked on would be listed in case I needed to add to it or needed some kind of information from it. It is just a very frustrating platform to use.

CCaaS best option

Kommentare: Very supportive and responsive; easy to work with, and always there when help was needed

Vorteile:

Ease of implementation and low cost of entry

Nachteile:

Cannot think of anything. Would buy again.

Great Product and Great Partner

Kommentare: Bright Pattern has been a great partner in helping us use the product to meet our needs.

Vorteile:

This software has been really easy for our users to adopt, and easy for our team to manage. We have seen a significant reduction in issues submitted from the field and when we do have issues the Bright Pattern team is fantastic in helping us get to a resolution quickly

Nachteile:

I wish they had a cleaner integration with Salesforce

Simple to Use

Kommentare: We have found a powerful tool easy to setup and to configured. Same as the main features we need for a modern customer contact center.

Vorteile:

Having access to all functionalities via web based is great for remote over the top agents supervisor and administrators.

Nachteile:

Consuming software from the Cloud is challenge when we need to integrate our on promises applications like reporting and compliance (Bulk export) storage for recordings

Bright Pattern Flexibility

Kommentare: As an IT consultant, I recommend contact center solutions to my clients. There are a number of excellent contact center software solution providers, all with high reliability and ease of use. I highly recommend Bright Pattern because as a company I know when they make a commitment they won’t let my clients down. The Bright Pattern team I work with is very sharp and creative. It is refreshing to work with professionals.

Vorteile:

Excellent multi-channel applications

Nachteile:

They need to continue to build out their offering.

Great Autodialer Tool

Vorteile:

I like mostly the single sign option of this software through my office email.

Nachteile:

The toggle buttons sort of blend it with the color scheme of the software and you have to be careful not to click the wrong button the log out button is also too close to the check mark button

Bright Pattern

Vorteile:

As a project manager scope, milestones and priorities change in the middle of a project due to unforeseen reasons. Bright Pattern's implementation team acted flawless in beating our demanding deadlines and still capturing 100% quality. One of the best implementation I've experienced in my career. Their a great partner, keep up the flawless execution.

Nachteile:

Bright Pattern is currently looking to explore additional SMS capabilities.

Best for managing calling centers

Kommentare: Good for call center management.

Vorteile:

Integrates both voice call and email systems such that call centers can simultaneously deploy these tools promptly. It has an easy documentation process for future references and client follow-ups.

Nachteile:

The app has a tendency of logging off the user when it goes in idle mode, which leads to missed calls and inconveniences for the user and the client.

Bright Pattern cares about their customers

Vorteile:

Bright Pattern, from the level one support to the CEO, cares about their customer. They are always driving customer satisfaction. The product is able to grow with your organization.

Nachteile:

There is not something I like least of the product.

Excellent Cloud Contact Centre Platform with Enterprise Abilities

Kommentare: The platform is easy to use, easily deployable and simple to maintain. The platform is able to adapt according to demand and is constantly being developed with new features.

Vorteile:

Bright Pattern is a fully functional contact centre platform in the cloud with the capabilities of an Enterprise Grade contact centre platform. The platform also offers many additional features that aren't as readily available on an Enterprise Grade contact centre without the use of third party applications.

Nachteile:

There isn't much to dislike about the platform.

An excellent VOIP solution for SMBs

Kommentare: As the founder of a B2B Sales startup, it was important to acquire the VOIP technology we needed for our team to be successful. Bright Pattern offered us the enterprise-grade multichannel solution we needed at a price that made scaling affordable. Bright Pattern's team treated us as valued partners every step of the way. Support was excellent after implementation - I would rate their support as best in class.

Vorteile:

Support, Multichannel, Cloud Based, Price

Bright Pattern is an excellent partner with a very attractive quality v/s price.

Kommentare: A very positive experience, because it has allowed us to grow in our business and to remain a benchmark in the market. We have the peace of mind and support of Bright Pattern in our operations.

Vorteile:

Quick and easy implementation. Very plug & play software, 100% omnichannel. Very powerful and simple to use. Great stability.

Nachteile:

Everything is positive about Bright Pattern in relation to the other alternatives on the market.

Robust Platform

Kommentare: Bright Pattern multi-channel platform was an ideal solution to all of the needs of the contact center. We were able to apply chat solutions to improve resolution times and meet client SLA agreements by distributing the workload according to quick troubleshooting and channel distribution, allowing for email, phone follow-ups and first time resolution through the integrated chat sessions, Bright Pattern's multi-channel solution was all we needed to improve our solutions and provide expedited customer service and technical support. The integration and admin setup went smoothly and the implementation team was supportive along the way. All around good service with a competitive pricing plan.

Vorteile:

Smooth integration and setup with multi-channel options and easy to use system administration.

Nachteile:

No cons

Powerful, Flexible, and True SaaS

Kommentare: First, the Brightpattern team is extremely customer focused and always willing to support customizations, or modifications to the product to address feature requirements in a quickly changing market. The service pattern product is forward looking, and built for the cloud. I view this as a very safe investment in the critical customer care market that has become one of the key ways in which businesses can differentiate themselves

Vorteile:

True Omni-Channel routing agent interface. Simplified administration, from 0 to live and routing interactions in minutes High reliability 99.999% and better.

Nachteile:

Quality Management in need of improvement, control for ensuring TCPA compliance in outbound campaigns.

Excellent software, service and support...!!

Kommentare: Bright Pattern is the most effective cloud contact center software compared to those we have used for several years. It offers one of the best multichannel services. We currently utilize all channels and our customers are extremely satisfied. Bright Patterns solution has definitely offered non-disruptive maintenance and is very easy to scale from 5-1000+ concurrent agents. They have a great support team who has always responded immediately to our questions/concerns. Highly recommended!

High value CC apps

Vorteile:

Service pattern provide a easy setup and full-featured CC by cloud. No need special code and easy integration with CRM using Scenario builder!

Nachteile:

Service pattern covered basic feature for not only voice but also digital channel. so I request modern user interface :-)

Enterprise grade omni-channel cloud based customer engagement solution

Kommentare: Business continuity, single unified global platform seamlessly access by agents in 3 sites in 3 different countries, omni-channel

Vorteile:

Intuitive UI/UX and functionality for users at all levels from agent through to department head with an awesome team at BrightPattern to compliment.

Nachteile:

Quality management functionality for assessing interactions is limited

A very easy deployment and great capabilities

Kommentare: I recently deployed this software for an outsourcing firm. They were able to deploy it in service of over a dozen customers. Bright Pattern was easy to deploy. Someone with basic technical understanding could deploy a fully-featured solution easily. From signature to the phone ringing was under three weeks for a complex application. We have been well supported by Bright Pattern both during the implementation and beyond. The company is well organized and has a solid plan for future enhancements, including reporting. I would not hesitate to recommend Bright Pattern to other clients of mine.

Vorteile:

Ease of Implementation, Built-in, robust features, support during implementation. The cloud-based service has eliminated the need for in-house support of legacy hardware, giving us more agility and ability to scale.

Nachteile:

The email handling capability is not one-size fits all. We had very specialized needs and it did not make sense to migrate that into Bright Pattern. Reporting is good but is being improved

Bright Pattern User Review

Vorteile:

On the performance side, Bright Pattern is easy to start, highly customizable, fully featured, and very scalable. In minutes, you can have a campaigns set up and running. On the reporting side, data is easily retrieved for analysis. Call recordings is a welcome feature as it is very useful for training purposes. Customer service is very good. The staff is very knowledgeable, and is very responsive to questions and requests.

Nachteile:

List management is good overall, but can be more robust. For example, it would be nice to be able to make changes to lists during live campaigns.

A decent virtual IVR for making and receiving customer support calls

Vorteile:

You can use it as a softphone, route to a deskphone, or connect with an external number like a cellphone. This makes it versatile and great for work-from-home implementations. Integrates with ticketing software like Zendesk well.

Nachteile:

Not the most reliable system and frequently encounters SIP errors or logs itself out without clear notification to the user. Seems to happen more often when opening new tabs. This may be due to using it as an app within another system, but it means you have to be vigilant about your current status. I also use this in a low-volume environment, so not sure how the experience would be if I was using it for a true call center.

Amazing Product

Kommentare: I have worked in the call center industry for 20 years, and the Bright Pattern team bring a level of excellence and service that above the standard. We could not be more pleased with their product, and I absolutely recommend them to anyone in a call center environment.

Vorteile:

You can customize almost everything, but has the standard features so you only have to customize the areas that you need. Easy to use from rep level all the way up to the super user.

Bright pattern is ready to compete

Kommentare: Exceptional

Vorteile:

The features and functionality are industry best practice, but the people and support are amazing.

Nachteile:

Pricing could always be better with any vendor a company looks at

Friendly

Kommentare: My overall experience is a very good one. There is no headache here

Vorteile:

The software is very friendly and it helps me to give the homer's all the information that they are requesting

Nachteile:

Sometimes my answer button does not comes up to answer an phone call