Likelihood to Recommend Scalable , It is scalable platform that can handle large number of call volume without compromising performance, making it deal for large businesses with high call volumes, due to this it is perfect for our businesses which demands customer support .It support for multiple time zones and language , it is therefore perfect for companies with global presence. It offers a range of features, including omnichannel support, automated customer service and AI-powered customer service, that can assist businesses in managing complex customer support requirement. Features like data encryption and auditing , that can assist in adhering to industrial regulations. Read full review 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.
Read full review Pros Calls are connected faster Clear sound Lots of disposition options Read full review 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 Read full review Cons The reporting and analytics capabilities of Ameyo are not as robust as those of some of it rivals , it is challenging for me to evaluate the work of my teams and pinpoint areas for development as a result. It does not integrate with many third party programs, because if this we are finding it challenging to incorporate Ameyo into workflows on larger scale. Customer support managers may find it simpler to create customized reports with Ameyo, managers would then be able to monitor the metrics that matter most to them. Read full review More customizable and robust out of the box reporting WFM component Easier/cleaner Chat GPT integration for generative AI agent responses and notes Read full review Usability As I said previously, Ameyo is a good tool however it has a long way to go compared to Avaya. The user interface can be improved a lot as they can use it as an app instead of completely web-based. Also, the reporting can be improved substantially and make the experience much better.
Read full review 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.
Read full review Reliability and Availability 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.
Read full review Performance 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.
Read full review Support Rating Customer support also needs to improve for Ameyo. I am not saying it's bad however they need to support the users by customizing the reports as per the requirement of the user. They usually try to refer the user to videos or articles whereas the service for Avaya is that they show you a demo and not only that they customize the reports as per the business requirement
Read full review 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
Read full review In-Person Training 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.
Read full review Online Training 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.
Read full review Implementation Rating 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
Read full review Alternatives Considered Avaya is very very good software. Most of the BPOs Contact Center's use them. They are very easy to use and don't use too much data also. Also, their user interface is very easy, especially for people who are not technically sound. The reports can be customized according to one's choice. I will recommend Ameyo's technical team look into it.
Read full review 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.
Read full review Scalability 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
Read full review Return on Investment Increased customer satisfaction , it assisted us in raising our customer satisfaction ratings by giving us the resources we require to quickly and effectively address customer issues. Reduced call handling time, It's automated features have made it possible for us to handle more calls more quickly which has decreased customer wait times. Better understanding of customer support performance, its reporting and analytics tool have improved our understanding of quality of our customer support, this knowledge has assisted us in identifying areas for improvement. Read full review 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 Read full review ScreenShots Bright Pattern Contact Center Screenshots