<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
13 Ratings

8x8 Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Bright Pattern Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
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

  • Bright Pattern Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.4

8x8 Contact Center

74%
8.9

Bright Pattern Contact Center

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

Agent dashboard

8.0
80%
69 Ratings
8.5
85%
10 Ratings

Validate callers

7.0
70%
62 Ratings
9.2
92%
10 Ratings

Outbound response

8.3
83%
59 Ratings
8.8
88%
10 Ratings

Call forwarding

7.8
78%
77 Ratings
8.8
88%
10 Ratings

Click-to-call (CTC)

6.6
66%
41 Ratings
8.6
86%
8 Ratings

Warm transfer

8.3
83%
71 Ratings
9.0
90%
10 Ratings

Predictive dialing

6.6
66%
28 Ratings
8.8
88%
8 Ratings

Interactive voice response

7.6
76%
41 Ratings
9.3
93%
9 Ratings

REST APIs

7.2
72%
25 Ratings
8.8
88%
9 Ratings

Call scripts

7.6
76%
40 Ratings
8.6
86%
6 Ratings

Call tracking

6.9
69%
67 Ratings
9.2
92%
9 Ratings

Multichannel integration

8.4
84%
37 Ratings
8.9
89%
7 Ratings

CRM software integration

6.2
62%
36 Ratings
8.5
85%
9 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
8.8

Bright Pattern Contact Center

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

Inbound call routing

8.6
86%
64 Ratings
9.3
93%
9 Ratings

Omnichannel inbound routing

9.1
91%
32 Ratings
9.1
91%
8 Ratings

Recording

8.1
81%
62 Ratings
9.1
91%
9 Ratings

Quality management

7.3
73%
60 Ratings
8.8
88%
8 Ratings

Call analytics

7.8
78%
63 Ratings
8.4
84%
7 Ratings

Historical reporting

8.2
82%
57 Ratings
9.0
90%
8 Ratings

Live reporting

9.0
90%
1 Rating
9.0
90%
9 Ratings

Customer surveys

7.6
76%
27 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 6 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating, Implementation Rating, Contract Terms and Pricing Model

Likelihood to Recommend

7.9

8x8 Contact Center

79%
84 Ratings
9.4

Bright Pattern Contact Center

94%
10 Ratings

Likelihood to Renew

9.1

8x8 Contact Center

91%
1 Rating
10.0

Bright Pattern Contact Center

100%
1 Rating

Usability

8.1

8x8 Contact Center

81%
16 Ratings
9.4

Bright Pattern Contact Center

94%
10 Ratings

Availability

8x8 Contact Center

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Performance

8x8 Contact Center

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Support Rating

6.4

8x8 Contact Center

64%
73 Ratings
9.2

Bright Pattern Contact Center

92%
10 Ratings

In-Person Training

8x8 Contact Center

N/A
0 Ratings
8.0

Bright Pattern Contact Center

80%
1 Rating

Online Training

8x8 Contact Center

N/A
0 Ratings
7.0

Bright Pattern Contact Center

70%
1 Rating

Implementation Rating

9.1

8x8 Contact Center

91%
1 Rating
10.0

Bright Pattern Contact Center

100%
1 Rating

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating
10.0

Bright Pattern Contact Center

100%
1 Rating

Product Scalability

8x8 Contact Center

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Likelihood to Recommend

8x8 Contact Center

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.
Amye Roberson | 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

8x8 Contact Center

  • 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.
Gary Savage | 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

8x8 Contact Center

  • 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.
Anonymous | 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

8x8 Contact Center

General

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

Starting Price

8x8 Contact Center Editions & Modules

Additional Pricing Details

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

8x8 Contact Center

8x8 Contact Center 8.1
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 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

8x8 Contact Center

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

8x8 Contact Center

8x8 Contact Center 6.4
Based on 73 answers
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.
Chris Nguyen | 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

8x8 Contact Center

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

8x8 Contact Center

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

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Amye Roberson | TrustRadius Reviewer

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

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 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

Contract Terms and Pricing Model

8x8 Contact Center

8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
Keith Simpson | TrustRadius Reviewer

Bright Pattern Contact Center

Bright Pattern Contact Center 10.0
Based on 1 answer
No answer on this topic is available.

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 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

8x8 Contact Center

Add comparison