What users are saying about
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Top Rated
140 Ratings

8x8 Contact Center

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Top Rated
140 Ratings
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Score 7.9 out of 100
5 Ratings
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Score 10 out of 100

Likelihood to Recommend

8x8 Contact Center

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.
Gary Savage | TrustRadius Reviewer

Bright Pattern

Being as Bright Pattern is a hosted and highly scalable platform, it is well suited for most contact centers. I have implemented Bright Pattern for both PCI and non-PCI customers. There aren't many scenarios where I would not recommend it as a platform offering to someone who is looking. Possibly for someone looking for an on-premises solution where certain technologies are not allowed within the scope, I might suggest something different. It has worked well for many mortgage companies, city/government services, technology companies, educational institutions, law firms, recruiting firms, medical facilities/payments, debt collection, and more. Offering secure payment IVR and a secure payment live agent as a PCI solution is a huge benefit.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.6
Bright Pattern
9.8
Agent dashboard
8x8 Contact Center
7.8
Bright Pattern
9.0
Validate callers
8x8 Contact Center
8.1
Bright Pattern
10.0
Outbound response
8x8 Contact Center
7.8
Bright Pattern
10.0
Call forwarding
8x8 Contact Center
8.5
Bright Pattern
10.0
Click-to-call (CTC)
8x8 Contact Center
7.3
Bright Pattern
10.0
Warm transfer
8x8 Contact Center
8.4
Bright Pattern
10.0
Predictive dialing
8x8 Contact Center
7.4
Bright Pattern
9.0
Interactive voice response
8x8 Contact Center
8.5
Bright Pattern
9.0
REST APIs
8x8 Contact Center
5.7
Bright Pattern
10.0
Call scripts
8x8 Contact Center
8.4
Bright Pattern
10.0
Call tracking
8x8 Contact Center
7.8
Bright Pattern
10.0
Multichannel integration
8x8 Contact Center
6.9
Bright Pattern
10.0
CRM software integration
8x8 Contact Center
6.2
Bright Pattern
10.0

Workforce Optimization (WFO)

8x8 Contact Center
8.1
Bright Pattern
9.4
Inbound call routing
8x8 Contact Center
8.6
Bright Pattern
10.0
Omnichannel inbound routing
8x8 Contact Center
7.9
Bright Pattern
9.0
Recording
8x8 Contact Center
8.4
Bright Pattern
10.0
Quality management
8x8 Contact Center
7.8
Bright Pattern
9.0
Call analytics
8x8 Contact Center
8.3
Bright Pattern
10.0
Historical reporting
8x8 Contact Center
7.3
Bright Pattern
9.0
Live reporting
8x8 Contact Center
9.0
Bright Pattern
9.0
Customer surveys
8x8 Contact Center
7.8
Bright Pattern
10.0
Customer interaction analytics
8x8 Contact Center
Bright Pattern
9.0

Pros

8x8 Contact Center

  • 8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
  • 8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
  • 8x8 comes with great onboarding support.
Anonymous | TrustRadius Reviewer

Bright Pattern

  • Enables contact centers to make changes without complex languages and frameworks.
  • Omni-channel functionality for all needs.
  • Integrates well to a number of third party products.
  • It isn't cumbersome. Easy to learn and manage.
Anonymous | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
  • Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Chris Nguyen | TrustRadius Reviewer

Bright Pattern

  • Tenant configuration backups from within admin would be nice for archiving.
  • Agent screen recording exports to AWS S3.
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 answers
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!!
Kelly Disera | TrustRadius Reviewer

Bright Pattern

No score
No answers yet
No answers on this topic

Support Rating

8x8 Contact Center

8x8 Contact Center 7.1
Based on 69 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Anonymous | TrustRadius Reviewer

Bright Pattern

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Chris Bugg | TrustRadius Reviewer

Bright Pattern

Obviously, customer experience is key but contact center staff enablement is one of the most important factors. What good is a multi-million dollar implementation on a platform if your hands are tied from admin or developer turnover? I have seen with many platforms where the platform remained dormant after the loss of the last experienced staff member. It isn't that way with Bright Pattern. Easy to train and easy to learn. Their support has been great. I will continue to promote and use Bright Pattern as a platform and I am excited to see where it takes us next.
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Michael Furman | TrustRadius Reviewer

Bright Pattern

  • Lowered support costs over time by enabling the contact center to manage itself and the call flow.
  • Increased customer satisfaction by enabling personalized experiences.
Anonymous | TrustRadius Reviewer

Screenshots

8x8 Contact Center

Pricing Details

8x8 Contact Center

General

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

8x8 Contact Center Editions & Modules

Additional Pricing Details

Bright Pattern

General

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

Bright Pattern 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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.3
Bright Pattern
10.0

Usability

8x8 Contact Center
8.0
Bright Pattern

Support Rating

8x8 Contact Center
7.1
Bright Pattern

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