8x8 Contact Center vs. Bright Pattern Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.5 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Bright Pattern Contact Center
Score 9.6 out of 10
Enterprise companies (1,001+ employees)
Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be…N/A
Pricing
8x8 Contact CenterBright Pattern Contact Center
Editions & Modules
No answers on this topic
Omnichannel CX
-
per month per seat
Call Center Standard
-
per month per seat
Digital CX
-
per month per seat
Offerings
Pricing Offerings
8x8 Contact CenterBright Pattern Contact Center
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsOne-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
More Pricing Information
Community Pulse
8x8 Contact CenterBright Pattern Contact Center
Considered Both Products
8x8 Contact Center

No answer on this topic

Bright Pattern Contact Center
Top Pros
Top Cons
Features
8x8 Contact CenterBright Pattern Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
6.4
147 Ratings
26% below category average
Bright Pattern Contact Center
8.9
31 Ratings
7% above category average
Agent dashboard6.9131 Ratings8.830 Ratings
Validate callers6.5117 Ratings8.928 Ratings
Outbound response6.2116 Ratings9.028 Ratings
Call forwarding6.6133 Ratings9.127 Ratings
Click-to-call (CTC)5.388 Ratings8.824 Ratings
Warm transfer7.3128 Ratings9.130 Ratings
Predictive dialing7.955 Ratings9.525 Ratings
Interactive voice response5.981 Ratings9.328 Ratings
REST APIs6.750 Ratings9.027 Ratings
Call scripts7.278 Ratings9.324 Ratings
Call tracking6.6129 Ratings8.826 Ratings
Multichannel integration4.175 Ratings8.426 Ratings
CRM software integration6.169 Ratings8.227 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.0
136 Ratings
16% below category average
Bright Pattern Contact Center
8.7
29 Ratings
6% above category average
Inbound call routing7.8123 Ratings9.328 Ratings
Omnichannel inbound routing7.371 Ratings8.727 Ratings
Recording7.6121 Ratings9.129 Ratings
Quality management7.1120 Ratings8.127 Ratings
Call analytics6.3122 Ratings8.724 Ratings
Historical reporting5.6113 Ratings8.829 Ratings
Live reporting7.615 Ratings8.427 Ratings
Customer surveys6.165 Ratings8.826 Ratings
Customer interaction analytics8.010 Ratings8.521 Ratings
Best Alternatives
8x8 Contact CenterBright Pattern Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 7.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterBright Pattern Contact Center
Likelihood to Recommend
7.0
(151 ratings)
9.7
(31 ratings)
Likelihood to Renew
6.1
(8 ratings)
9.1
(2 ratings)
Usability
7.7
(37 ratings)
9.3
(31 ratings)
Availability
9.1
(2 ratings)
10.0
(1 ratings)
Performance
9.1
(2 ratings)
9.0
(1 ratings)
Support Rating
7.6
(53 ratings)
9.7
(31 ratings)
In-Person Training
9.1
(1 ratings)
8.0
(1 ratings)
Online Training
-
(0 ratings)
7.0
(1 ratings)
Implementation Rating
8.9
(5 ratings)
5.7
(5 ratings)
Configurability
9.1
(2 ratings)
8.0
(1 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
9.0
(1 ratings)
Ease of integration
8.6
(2 ratings)
9.0
(1 ratings)
Product Scalability
9.1
(2 ratings)
9.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
8x8 Contact CenterBright Pattern Contact Center
Likelihood to Recommend
8x8, Inc.
The functionality of 8x8 is great. The only challenges we have faced are tied to outages of the platform and preventing callers from reaching the business. As 8x8 has worked with us, they have responded extremely well to patterns we were experiencing and made the necessary adjustments to stabilize the platform, which has been fantastic—our Account Reps. We were key to this effort, and it will be in 8x8's best interest to continue hiring, training, and providing Account Reps. Who cares about the partnership as much as the client does?
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Bright Pattern, Inc.
Bright Pattern has been fantastic in allowing us to automate voice and chat contacts, and we're currently building out scenarios that will allow us to automate even more. It's super simple to collect data from customers, and using some API calls provides the answers they're looking for without a human needing to get involved. There is less functionality currently for emails. Emails can be routed to queues based on keywords, and auto-replies can be sent, but it's pretty basic functionality. We'd love to see some of the enhanced capabilities offered in voice and chat scenarios for email.
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Pros
8x8, Inc.
  • The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
  • Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
  • The visibility of being able to manage my team and all media channels in one panel is awesome.
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Bright Pattern, Inc.
  • AI platform integration - IBM Watson, Google Dialogflow, for example
  • Quality Management - out of the box sentiment anlysis
  • Unified agent desktop - ability to see all channels in one pane of glass
  • Robust analytic widgets that can also drive wall boards
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Cons
8x8, Inc.
  • Overall support, being able to get ahold of someone faster/someone that is able to communicate with us easier in terms of language barriers. As well as following what is requested in the support ticket, for example, I submit tickets asking to communicate via email yet 9/10 times I get called to discuss my ticket or to get told to submit information that is already in the ticket... this has improved recently but still plenty of room for improvement.
  • Callback queues. Being able to view the overall queue & not allow duplicates of a callback. For example, someone calls in, requests a callback, then calls back in again & requests for another one or two or three, limiting them to just one callback in that queue.
  • Being able to see overall queues & the numbers in both the regular queues & callback queues would be helpful as well.
  • Being able to do away with 8x8 Contact Center work entirely. Integrating it into Teams is a good thing I saw 8x8 do fairly recently, but being able to use 8x8 Contact Center as the just web version would be a huge plus.
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Bright Pattern, Inc.
  • That they had a text and voice analysis module Que tuvieran un modulo de analisis de texto y voz
  • Customized agent interface with company logos. Interfaz de agente personalizada con logos de la empresa
  • The softphone, when entering multiple interactions, causes the advisors to become confused when they have several. It should be less complex and more adaptable.
  • El softphone al momento de ingresar varias interacciones, los asesores se pierden cuando tienen varios. que sea menos complejo y mas adaptable
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Likelihood to Renew
8x8, Inc.
8 x 8 is not an ordinary system, it works well for everyday business and assists in working efficiencies. So much is required for credentialing and re-credentialing. 8 x 8 takes out a lot of the extra steps by providing smarter working features that saves time and money. Also, when faxing, once the fax is complete, you receive an actual confirmation! Absolutely love this feature.
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Bright Pattern, Inc.
Es una plataforma confiable, en la que ya tengo bastante tiempo utilizando y conociendola. Entonces me siento confiada en volver a utilizarla dentro de la empresa e igual que al ofrecer a mis clientes internos y externos, además con el roadmap que nos brindan estoy segura que seguirá innovando cada vez
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Usability
8x8, Inc.
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
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Bright Pattern, Inc.
It's pretty simple for agents to pick up quickly, it takes a bit longer for supervisors to get familiar with. QA tools are pretty barebones but functional enough. It can be as simple or complex as you need it to be, if you spend some time configuring the settings or working with Bright Pattern's support team to build out what you need.
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Bright Pattern, Inc.
It is always on. The only outage to date that I have experienced was with an upstream telco provider a few years ago. 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. We have had a few minor carrier issues with call quality, or a handful of brief drops, but Bright Pattern is quick to identify these and change carriers when it starts to happen.
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Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Bright Pattern, Inc.
All pages load when expected, and reports render either in the web browser or as a download. I never really have issues with accessing the admin or agent desktop sites. It just works.
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Support Rating
8x8, Inc.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
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Bright Pattern, Inc.
Although we have only had 1 very short outage in our 4 years of service. Bright Pattern support was easy to contact and solved our sisue very quickly as well as provided more than adequate information on an RCA (Root Cause Analysis) for our clients
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In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
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Bright Pattern, Inc.
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.
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Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
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Bright Pattern, Inc.
Online training is documentation based only. It is thorough and step by step, but no videos. It would also be helpful to have more information within the help docs on custom reporting. I find that many of the Bright Pattern specific configurations for the Jasper Reporting Server have to be "stumbled" across through existing report templates and they are not clearly listed out somewhere. In person training will not generally go into great depth on report customizations.
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Implementation Rating
8x8, Inc.
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
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Bright Pattern, Inc.
As an implementor, I have found the Bright Pattern Contact Center very easy to work with. The platform operates in the manner which I think. Therefore, everything I do seems logical and works exactly as expected. Many solutions are much more difficult to work with and make implementations difficult
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Alternatives Considered
8x8, Inc.
I would say they are all very comparable. The one advantage to the Spectrum Enterprise OnDemand would be that it has it own internet bandwidth, so it doesn't eat into our overall internet usage bandwidth. It is however more expensive than 8x8. Poly Series just didn't have the flexibility and extensive features offered by 8x8, and therefore was not an acceptable replacement.
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Bright Pattern, Inc.
As a contact centre technology vendor we have experience of many different contact centre platforms. We chose Bright Pattern Contact Center because its the best omni-channel contact centre we've ever seen, it's incredibly reliable, its hosted in-country, it has the Microsoft integrations many of our customers want, we can integrate with virtually any CRM or ITSM system and the platform offers a vast feature set.
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Bright Pattern, Inc.
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
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Bright Pattern, Inc.
Very flexible and will scale without any intervention from my team. Scaling at the carrier/telco layer is handled by Bright Pattern, if you use their offered telecom
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Return on Investment
8x8, Inc.
  • It has eased the administrative burden on our IT department.
  • It has eased the overall user adoption process with the multi-platform availability and easy user interfaces.
  • It has enabled our remote customer service workforce to remain working through the COVID pandemic.
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Bright Pattern, Inc.
  • We saved customers between 30% - 40% of the cost of their current omnichannel contact center solutions when we implemented Bright Pattern Contact Center
  • Very quick to implement so we are able to service more customers with same number of staff
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ScreenShots

Bright Pattern Contact Center Screenshots

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