8x8 Contact Center vs Bright Pattern

Likelihood to Recommend

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.

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Gary Savage

Full Stack Engineer

AMS Construction PartsConstruction, 51-200 employees

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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.

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Verified User

Director in Product Management

Telecommunications Company, 51-200 employees

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Feature Rating Comparison

8x8 Contact Center

Bright Pattern

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

Bright Pattern

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Verified User

Technician in Information Technology

Marketing & Advertising Company, 51-200 employees

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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.

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Verified User

Director in Product Management

Telecommunications Company, 51-200 employees

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Cons

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.

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Chris Nguyen

Attorney

Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees

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Tenant configuration backups from within admin would be nice for archiving.
Agent screen recording exports to AWS S3.

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Verified User

Director in Product Management

Telecommunications Company, 51-200 employees

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Usability

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!!

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Kelly Disera

Call Center Manager

AUS UrologyHospital & Health Care, 51-200 employees

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No score

No answers yet

No answers on this topic

Support Rating

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.

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Verified User

General Manager in Corporate

Health, Wellness and Fitness Company, 1-10 employees

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No score

No answers yet

No answers on this topic

Alternatives Considered

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.

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Chris Bugg

Principal

Chris Bugg Insuance AgencyInsurance, 1-10 employees

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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.

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Verified User

Director in Product Management

Telecommunications Company, 51-200 employees

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Return on Investment

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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

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Verified User

Director in Product Management

Telecommunications Company, 51-200 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

8x8 Contact Center Editions & Modules

—

Additional Pricing Details

—

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
Enterprise	Call for Info¹

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

8x8 Contact Center

Bright Pattern

8x8 Contact Center

Bright Pattern

8x8 Contact Center

Bright Pattern