8x8 Contact Center vs. Bright Pattern Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.7 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 10.0 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 than ever before, Bright Pattern offers advanced omnichannel cloud platform with
$70
Monthly
Pricing
8x8 Contact CenterBright Pattern Contact Center
Editions & Modules
No answers on this topic
Voice Select
$70
Monthly
Professional
$100
Monthly
Premium
$140
Monthly
Enterprise
Call for Info
Monthly
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
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
7.3
123 Ratings
14% below category average
Bright Pattern Contact Center
9.8
21 Ratings
15% above category average
Agent dashboard7.9110 Ratings9.920 Ratings
Validate callers7.498 Ratings9.720 Ratings
Outbound response8.394 Ratings9.720 Ratings
Call forwarding8.1113 Ratings9.819 Ratings
Click-to-call (CTC)6.170 Ratings9.916 Ratings
Warm transfer8.3108 Ratings9.821 Ratings
Predictive dialing7.849 Ratings9.917 Ratings
Interactive voice response7.565 Ratings9.619 Ratings
REST APIs8.439 Ratings9.918 Ratings
Call scripts7.762 Ratings9.816 Ratings
Call tracking7.2107 Ratings9.918 Ratings
Multichannel integration5.462 Ratings9.916 Ratings
CRM software integration4.755 Ratings9.619 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.2
114 Ratings
2% below category average
Bright Pattern Contact Center
9.6
20 Ratings
14% above category average
Inbound call routing8.1103 Ratings9.819 Ratings
Omnichannel inbound routing8.456 Ratings9.618 Ratings
Recording8.7100 Ratings9.920 Ratings
Quality management7.7100 Ratings9.418 Ratings
Call analytics7.9101 Ratings10.015 Ratings
Historical reporting8.293 Ratings9.720 Ratings
Live reporting9.01 Ratings9.318 Ratings
Customer surveys7.853 Ratings9.917 Ratings
Customer interaction analytics00 Ratings9.113 Ratings
Best Alternatives
8x8 Contact CenterBright Pattern Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.3 out of 10
Webex Contact Center
Webex Contact Center
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterBright Pattern Contact Center
Likelihood to Recommend
7.9
(127 ratings)
10.0
(21 ratings)
Likelihood to Renew
8.0
(6 ratings)
10.0
(1 ratings)
Usability
8.7
(20 ratings)
10.0
(21 ratings)
Availability
9.1
(2 ratings)
10.0
(1 ratings)
Performance
9.1
(2 ratings)
9.0
(1 ratings)
Support Rating
6.1
(76 ratings)
9.9
(21 ratings)
In-Person Training
9.1
(1 ratings)
8.0
(1 ratings)
Online Training
-
(0 ratings)
7.0
(1 ratings)
Implementation Rating
8.7
(4 ratings)
9.3
(3 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
(2 ratings)
Product Scalability
9.1
(2 ratings)
9.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
8x8 Contact CenterBright Pattern Contact Center
Likelihood to Recommend
8x8, Inc.
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
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Bright Pattern, Inc.
As a contact centre technology vendor, we haven't yet come across a customer for whom Bright Pattern Contact Center wasn't a great fit. The platform is well suited to any organisation that wants to deliver great customer service. Bright Pattern Contact Center universally gets great user ratings and there is a reason for that.
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Pros
8x8, Inc.
  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
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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.
  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
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Bright Pattern, Inc.
  • Tenant configuration backups from within admin would be nice for archiving.
  • AI strategy and platform integrations could use more work.
  • Built-in reporting would benefit from enhanced visualizations
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Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
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Bright Pattern, Inc.
No answers on this topic
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.
It was extremely easy
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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.
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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Bright Pattern, Inc.
I appreciate the ease of the BP setup against the others, for example you have Studio with CXOne and unless you have had official training they dont want you to change the IVR they want to charge you or at least charge you several thousand to become trained in studio, Avaya was just very clunky at the time where as Genesis was very good i just think the GUI of BP beats them all
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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.
  • 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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Bright Pattern, Inc.
  • 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.
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ScreenShots

Bright Pattern Contact Center Screenshots

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