What users are saying about
49 Ratings
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Top Rated
13 Ratings
49 Ratings
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Score 7.5 out of 100

Bright Pattern Contact Center

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Top Rated
13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 10 out of 100

Feature Set Ratings

    Contact Center Software

    3CX

    Feature Set Not Supported
    N/A
    8.9

    Bright Pattern Contact Center

    89%
    Bright Pattern Contact Center ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.5
    85%
    10 Ratings

    Validate callers

    N/A
    0 Ratings
    9.2
    92%
    10 Ratings

    Outbound response

    N/A
    0 Ratings
    8.8
    88%
    10 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.8
    88%
    10 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.6
    86%
    8 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.8
    88%
    8 Ratings

    Interactive voice response

    N/A
    0 Ratings
    9.3
    93%
    9 Ratings

    REST APIs

    N/A
    0 Ratings
    8.8
    88%
    9 Ratings

    Call scripts

    N/A
    0 Ratings
    8.6
    86%
    6 Ratings

    Call tracking

    N/A
    0 Ratings
    9.2
    92%
    9 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.9
    89%
    7 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.5
    85%
    9 Ratings

    Workforce Optimization (WFO)

    3CX

    Feature Set Not Supported
    N/A
    8.8

    Bright Pattern Contact Center

    88%
    Bright Pattern Contact Center ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    9.3
    93%
    9 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    9.1
    91%
    8 Ratings

    Recording

    N/A
    0 Ratings
    9.1
    91%
    9 Ratings

    Quality management

    N/A
    0 Ratings
    8.8
    88%
    8 Ratings

    Call analytics

    N/A
    0 Ratings
    8.4
    84%
    7 Ratings

    Historical reporting

    N/A
    0 Ratings
    9.0
    90%
    8 Ratings

    Live reporting

    N/A
    0 Ratings
    9.0
    90%
    9 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.7
    87%
    8 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    7.9
    79%
    6 Ratings

    Attribute Ratings

    • Bright Pattern Contact Center is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    6.5

    3CX

    65%
    12 Ratings
    9.4

    Bright Pattern Contact Center

    94%
    10 Ratings

    Likelihood to Renew

    3CX

    N/A
    0 Ratings
    10.0

    Bright Pattern Contact Center

    100%
    1 Rating

    Usability

    3CX

    N/A
    0 Ratings
    9.4

    Bright Pattern Contact Center

    94%
    10 Ratings

    Availability

    3CX

    N/A
    0 Ratings
    10.0

    Bright Pattern Contact Center

    100%
    1 Rating

    Performance

    3CX

    N/A
    0 Ratings
    10.0

    Bright Pattern Contact Center

    100%
    1 Rating

    Support Rating

    5.4

    3CX

    54%
    4 Ratings
    9.2

    Bright Pattern Contact Center

    92%
    10 Ratings

    In-Person Training

    3CX

    N/A
    0 Ratings
    8.0

    Bright Pattern Contact Center

    80%
    1 Rating

    Online Training

    3CX

    N/A
    0 Ratings
    7.0

    Bright Pattern Contact Center

    70%
    1 Rating

    Implementation Rating

    3CX

    N/A
    0 Ratings
    10.0

    Bright Pattern Contact Center

    100%
    1 Rating

    Contract Terms and Pricing Model

    3CX

    N/A
    0 Ratings
    10.0

    Bright Pattern Contact Center

    100%
    1 Rating

    Product Scalability

    3CX

    N/A
    0 Ratings
    10.0

    Bright Pattern Contact Center

    100%
    1 Rating

    Likelihood to Recommend

    3CX

    In many scenarios decision is driven by budget and compared to other solutions at the time of purchase [3CX] was simply the cheapest solution for what it has to offer. If you are looking for integrations, extensibility, and advanced functionalities, this might not be a solution for you. At the time of use (and this may have changed by now), there was a lack of APIs, CLI commands, and similar so nothing could be automated with the system. There are ways of importing data through CSV but automation would solve us so much time and support calls if we were able to connect with other systems.
    Anonymous | TrustRadius Reviewer

    Bright Pattern Contact Center

    Bright Pattern is an extremely powerful communication software that is simple to use, quick to deploy, and easy to manage. The strength of their voice connection is strong, not brittle like other providers. Bright Pattern has all the tools you need to provide remarkable customer service.
    Gerardo Guzman | TrustRadius Reviewer

    Pros

    3CX

    • Simplicity: Using a single 3CX interface we can manage every phone and extension used throughout our company.
    • Flexibility: There are a wide variety of options to configure each extension and phone. Changing anything after the hardware is deployed is very easy.
    • Portability: Phones with 3CX can be easily moved or repurposed within an office or at remote locations, including users' homes. The mobile app allows users to use their office extension anywhere without exposing their cell number.
    Anonymous | TrustRadius Reviewer

    Bright Pattern Contact Center

    • Replies quickly to emails
    • Agents are always pleasant to speak with.
    • Provide alternate solutions if a requested feature is not yet available.
    Haley Bibby | TrustRadius Reviewer

    Cons

    3CX

    • I would like to be able to see direct-dial numbers on the handsets. Currently that is not possible but that would be a nice feature.
    • You need an SBC per location, which can be a point of failure.
    • You also need a server that might get disconnected, which is another point of failure.
    Daniel Merkl | TrustRadius Reviewer

    Bright Pattern Contact Center

    • WFM has been a missing component, however that is slated to launch in Q2 of 2022
    • The mobile application has taken longer than expected for general release
    • UCaaS functionality would be a great addition
    Carlton Perkins | TrustRadius Reviewer

    Pricing Details

    3CX

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    $0

    3CX Editions & Modules

    Edition
    StandardFree
    Pro1.082
    Enterprise1.312
    1. none
    2. per user/per month
    Additional Pricing Details
    Price displayed is based on 25 users. 3CX pricing is based on the number of simultaneous calls your business requires or in other words, how many calls your system needs to support at once. Unlike other PBX vendors there is no per extension cost.

    Bright Pattern Contact Center

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    No

    Starting Price

    $0 Monthly

    Bright Pattern Contact Center Editions & Modules

    Edition
    Voice Select$701
    Professional$1001
    Premium$1401
    EnterpriseCall for Info1
    1. Monthly
    Additional Pricing Details
    One-time set-up fee includes 45 hours of services for workflow implementation and training: Discovery and Design Workshop; Configuration and Customization to customer requirements; Testing and Evaluation; Agent and Supervisor Training; Administration Mentoring & Knowledge Transfer

    Usability

    3CX

    No score
    No answers yet
    No answers on this topic

    Bright Pattern Contact Center

    Bright Pattern Contact Center 9.4
    Based on 10 answers
    The ease of use was a great win for us. We were able to transition to the new system with a minimal amount of time training. It is also set up as a great train the trainer system.
    Jessica Osborn | TrustRadius Reviewer

    Reliability and Availability

    3CX

    No score
    No answers yet
    No answers on this topic

    Bright Pattern Contact Center

    Bright Pattern Contact Center 10.0
    Based on 1 answer
    It is always on. The only outage to date that I have experienced was with an upstream telco provider. The inbound leg telco was hit by a DDOS attack which led to delays in routing calls to the platform. This was not the fault of the Bright Pattern platform but the telco provider.
    Anonymous | TrustRadius Reviewer

    Support Rating

    3CX

    3CX 5.4
    Based on 4 answers
    The 3CX Phone System is only a five because while they provide set-up/how-to/Q and A documents to help your district or company get started, they do not offer support for free. The documents provided, though, are good enough for you to get you up and running. We also found a good source of help through a sip trunk provider, which was a 3CX reseller provider.
    Laura Steinbrink | TrustRadius Reviewer

    Bright Pattern Contact Center

    Bright Pattern Contact Center 9.2
    Based on 10 answers
    The support received from Bright Pattern is great, they are always willing to provide support assistance with queries and are very knowledgeable on the product, the back end developers always adding new features and functionality, and these are always explained in detail so end-users and partners are able to make full use of these developments.
    Anonymous | TrustRadius Reviewer

    In-Person Training

    3CX

    No score
    No answers yet
    No answers on this topic

    Bright Pattern Contact Center

    Bright Pattern Contact Center 8.0
    Based on 1 answer
    In-person and virtual training was great, but Bright Pattern could use some online training videos similar to other platforms. I would welcome online training videos to keep the steady flow of new agents up to date. Admin training is one of the largest areas that need video. The static documentation is great. It is pretty easy to follow and configure your contact center as you progress through each step. The documentation is available online on an easy to use knowledgebase or wiki style site. You do not need a user account to access the help docs, meaning that users at any level can freely access the materials to learn about the platform.
    Anonymous | TrustRadius Reviewer

    Online Training

    3CX

    No score
    No answers yet
    No answers on this topic

    Bright Pattern Contact Center

    Bright Pattern Contact Center 7.0
    Based on 1 answer
    Online training is documentation based only. It is thorough and step by step, but no videos.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    3CX

    No score
    No answers yet
    No answers on this topic

    Bright Pattern Contact Center

    Bright Pattern Contact Center 10.0
    Based on 1 answer
    I have done a few of these now for a multiple number of our contact centers. It has been really smooth. It is a fun platform to work with. I enjoy building new ideas within the scenario builder. Because I enjoy it, I am not afraid to try something new and innovative.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    3CX

    The main differences between 8x8, Inc. and 3CX is pricing and ease of use in my opinion. The 3CX system uses annual based pricing plans based on of simultaneous calls your company needs, not the number of extensions/users and offers a free plan. 8x8, Inc. charges per extension with different plans. We currently have 19 extensions so the 3CX system makes more sense for us, however, if your company only has a few extensions you may want to throughly consider both options. In my experience, it was difficult to add new extensions and phones with 8x8 because at least at that time we had 8x8 I could not add anything on the web admin. I had to call a sales rep which took a lot more time. Also, if you didn't purchase a phone and/or headset directly from 8x8 at a usually higher price than Amazon for example then you would have to spend anywhere from 30 minutes to hours on the phone with 8x8 tech support to program the phone to work with the 8x8 system so adding a new extension could turn into a long ordeal. I can easily add new extensions on 3CX directly in the web cpanel. Granted, if you are actually adding a new phone number you would need to purchase that number from a company like ATT first before adding it to 3CX. The difference between a phone number and an extension would be a phone number allows a customer to call in directly using that number. The extension would require the customer to call the main business number then be transferred to the extension. 3CX provides a list of supported phone models on their website
    Anonymous | TrustRadius Reviewer

    Bright Pattern Contact Center

    Bright Pattern prides itself on providing out-of-the-box functionality. Unlike many of the other platforms listed, there is no need to subscribe to additional options for increased feature functionality nor is there a need to implement additional plugins to get to a desired level of operability. Much of what is needed to build a world-class contact center platform is a part of the solution on day one.
    Carlton Perkins | TrustRadius Reviewer

    Return on Investment

    3CX

    • 3CX has a lot to offer for a very low cost as its business model is based on simultaneous calls and not per device. It's very cost effective and very affordable.
    • As the 3CX server does not require a high-performance server to run, with the Public Cloud option, it might allow even further savings.
    Artur Bittencourt | TrustRadius Reviewer

    Bright Pattern Contact Center

    • We were able to automate features such as information change requests and W-2 reprint requests which cut down up to 4,000 agent interactions a day during the W-2 season.
    • With training features and the ability to specify skills, new agents are able to jump in quickly and build up their level of support gradually as they become ready to handle more interactions at once.
    Haley Bibby | TrustRadius Reviewer

    Screenshots

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