What users are saying about
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Top Rated
14 Ratings
25 Ratings
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Score 7.9 out of 100

Bright Pattern Contact Center

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Top Rated
14 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

Aspect Unified IP

74%
8.9

Bright Pattern Contact Center

89%
Bright Pattern Contact Center ranks higher in 11/13 features

Agent dashboard

7.0
70%
3 Ratings
8.5
85%
11 Ratings

Validate callers

9.0
90%
3 Ratings
9.2
92%
11 Ratings

Outbound response

8.0
80%
3 Ratings
8.8
88%
11 Ratings

Call forwarding

6.0
60%
3 Ratings
8.8
88%
11 Ratings

Click-to-call (CTC)

9.6
96%
2 Ratings
8.6
86%
9 Ratings

Warm transfer

8.0
80%
3 Ratings
8.9
89%
11 Ratings

Predictive dialing

9.0
90%
3 Ratings
8.8
88%
9 Ratings

Interactive voice response

5.0
50%
3 Ratings
9.3
93%
10 Ratings

REST APIs

8.0
80%
3 Ratings
8.9
89%
10 Ratings

Call scripts

4.0
40%
3 Ratings
8.7
87%
7 Ratings

Call tracking

6.0
60%
3 Ratings
9.2
92%
10 Ratings

Multichannel integration

8.2
82%
2 Ratings
8.9
89%
8 Ratings

CRM software integration

8.0
80%
3 Ratings
8.5
85%
10 Ratings

Workforce Optimization (WFO)

8.5

Aspect Unified IP

85%
8.9

Bright Pattern Contact Center

89%
Bright Pattern Contact Center ranks higher in 5/9 features

Inbound call routing

9.0
90%
2 Ratings
9.3
93%
10 Ratings

Omnichannel inbound routing

8.1
81%
2 Ratings
9.1
91%
9 Ratings

Recording

9.6
96%
2 Ratings
9.1
91%
10 Ratings

Quality management

9.1
91%
2 Ratings
8.8
88%
9 Ratings

Call analytics

8.6
86%
2 Ratings
8.5
85%
8 Ratings

Historical reporting

7.4
74%
2 Ratings
9.0
90%
9 Ratings

Live reporting

7.4
74%
2 Ratings
9.0
90%
10 Ratings

Customer surveys

8.6
86%
2 Ratings
8.7
87%
9 Ratings

Customer interaction analytics

9.1
91%
2 Ratings
8.1
81%
7 Ratings

Attribute Ratings

  • Bright Pattern Contact Center is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

Likelihood to Recommend

7.0

Aspect Unified IP

70%
4 Ratings
9.4

Bright Pattern Contact Center

94%
11 Ratings

Likelihood to Renew

7.0

Aspect Unified IP

70%
1 Rating
10.0

Bright Pattern Contact Center

100%
1 Rating

Usability

Aspect Unified IP

N/A
0 Ratings
9.4

Bright Pattern Contact Center

94%
11 Ratings

Availability

Aspect Unified IP

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Performance

Aspect Unified IP

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Support Rating

Aspect Unified IP

N/A
0 Ratings
9.2

Bright Pattern Contact Center

92%
11 Ratings

In-Person Training

Aspect Unified IP

N/A
0 Ratings
8.0

Bright Pattern Contact Center

80%
1 Rating

Online Training

Aspect Unified IP

N/A
0 Ratings
7.0

Bright Pattern Contact Center

70%
1 Rating

Implementation Rating

Aspect Unified IP

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Contract Terms and Pricing Model

Aspect Unified IP

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Product Scalability

Aspect Unified IP

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Likelihood to Recommend

Aspect Unified IP

Aspect Unified IP is perfect to handle multiple outbound dialing campaigns, with tools that allow you to configure how customers must be reached, call them at different phone numbers by the time of the day, set priorities when dialing, or gather information about all running campaigns in dashboards in real-time.
Anonymous | 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

Aspect Unified IP

  • Integrates inbound and outbound call routing in one platform, allowing agents to work in a seamless blend mode between all call types (inbound, predictive, manual).
  • Allows you to associate an account number with every agent phone call, the call type, and the reccording ID giving you the critical datapoints necessary to research, put together a customers experience from a telephony perspective, etc.
  • Create agent templates to streamline agent setup reducing the potential for admins to configure an agent incorrectly, placing them in services they aren't skilled for and vice versa.
Joseph Burda | TrustRadius Reviewer

Bright Pattern Contact Center

  • 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
Carlton Perkins | TrustRadius Reviewer

Cons

Aspect Unified IP

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Jose Raul Faria | TrustRadius Reviewer

Bright Pattern Contact Center

  • Over the past 5 to 6 months I have not had any issues with the contact center, and the staff are very pleasant.
Jessica Jantuah | TrustRadius Reviewer

Pricing Details

Aspect Unified IP

General

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

Starting Price

Aspect Unified IP 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

Likelihood to Renew

Aspect Unified IP

Aspect Unified IP 7.0
Based on 1 answer
Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.
Anonymous | TrustRadius Reviewer

Bright Pattern Contact Center

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

Usability

Aspect Unified IP

No score
No answers yet
No answers on this topic

Bright Pattern Contact Center

Bright Pattern Contact Center 9.4
Based on 11 answers
Most of Bright Pattern Contact Center's features are fairly straightforward. Anything my agents may need is set in categories that are easy to search through. Switching through different interactions is as simple as clicking on a new tab. I am able to organize my phone trees and the agent queues to allow calls and chats to route to the correct team and cut down on the need for our agents to act as triage.
Haley Bibby | TrustRadius Reviewer

Reliability and Availability

Aspect Unified IP

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

Aspect Unified IP

No score
No answers yet
No answers on this topic

Bright Pattern Contact Center

Bright Pattern Contact Center 9.2
Based on 11 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.
Jay Lutchman | TrustRadius Reviewer

In-Person Training

Aspect Unified IP

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

Aspect Unified IP

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

Aspect Unified IP

No score
No answers yet
No answers on this topic

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

Aspect Unified IP

We had evaluated Avaya. It was pretty good as well. However, we wanted a more software driven solution. Aspect also was able to give better results in our Proof of Concept.
Bhosale Deepak | 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

Return on Investment

Aspect Unified IP

  • As stated before, we have been using UIP for over a decade now. Prior to this tool we had agents logging into Avaya for inbound, and using CTI fuctionality to bounce the agent back and forth between inbound and any predictive campaigns. By moving to Aspect it allowed us to streamline that process, reduce agent downtime, lost efficiency, while at the same time consolidationg all of our call center telephony data into one central location allowing us to easily track a customers telephony experience over any period of time.
  • The only negative impact is due to the upgrade schedule that has made for some interesting challenges forcing us to utilize IT resources that could have been used on more critical corporate projects. These upgrades might not be as big of a deal for any company out there that does not have a lot of integration with Aspect such as custom reporting, data loads, API hooks, etc.
Joseph Burda | 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

Aspect Unified IP

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