Bright Pattern Contact Center vs. Broadvoice | GoContact

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.

Incentivized

I think it depends on the services you enroll in. Broadvoice could be used for basic business perfectly, but allowing for tracking calls and recordings makes it great for businesses where legalities come into play. Were I to leave the firm I am with, I would hope to either utilize a service that offers everything Broadvoice does, or just continue with Broadvoice itself.

• 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

Incentivized

• Broadvoice is quick to furnish the phone numbers before we even have the store built.
• Broadvoice gives us temporary numbers until the port occurs.
• Broadvoice monitors our accounts so we Dont have to.
• Most times we get the replacement phones within 1-2 work days.
• Broadvoice is very easy to work with.

• That they had a text and voice analysis module Que tuvieran un modulo de analisis de texto y voz
• Customized agent interface with company logos. Interfaz de agente personalizada con logos de la empresa
• The softphone, when entering multiple interactions, causes the advisors to become confused when they have several. It should be less complex and more adaptable.
• El softphone al momento de ingresar varias interacciones, los asesores se pierden cuando tienen varios. que sea menos complejo y mas adaptable

Incentivized

• The terminology used in the self-service drop-down options for outbound greetings is akin to reading a foreign language; it's hard to tell which drop-down option will yield the appropriate results for the appropriate time periods (during or after hours). I'm also still not sure whether I should set all outbound messages using my b-hive account, or if it will work if I do that from my phone handset.
• The TCR brand registration process is difficult. I followed the instructions to register my brand, and after months of checking to see if it was verified, I was told I needed to provide a 147C letter, which certifies my EIN number. I am a sole proprietor, with no employees, so I am not required to have an EIN. If I file taxes using my SSN, I would think a W9 would suffice. This has held up my ability to use the texting platform. It would have been good to know upfront that an EIN would be needed in order for the registration verification to process -- like maybe getting an error message of some sort instead of just a "status."
• Overall, there seems to be way too many sub-sections within the b-hive screens. To go back from the call log to what I view as the main dashboard, you have to click on "portal," which is okay once you know that it takes you back to the page that has all the tabs for "reports, voicemails, communicator," etc.

Incentivized

Es una plataforma confiable, en la que ya tengo bastante tiempo utilizando y conociendola. Entonces me siento confiada en volver a utilizarla dentro de la empresa e igual que al ofrecer a mis clientes internos y externos, además con el roadmap que nos brindan estoy segura que seguirá innovando cada vez

Incentivized

Our last phone system was very outdated and we were left not getting calls that we needed nor having a seamless way to change voicemail or to get voicemail if we were out of the office for longer periods of time. Broadvoice has erased these issues and has really made our agency more responsive.

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.

Incentivized

Broadvoice has been a great investment so far! Its system allows you to easily handle multiple lines & provides you with many useful, easy-to-use, features. It delivers faxes right to your email inbox, how much easier can it get? Through their app, it enables you to easily determine if the call is business or personal related. And you are able to answer calls no matter where you are

Incentivized

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.

Incentivized

AWAYS available to assist when I call. I could not be happier about that!

Incentivized

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.

Incentivized

Any issues are usually overcome fairly quickly. We don't utilize reports offered by the system - we are a small company and the monitoring that would provide is just not something we would utilize.

Incentivized

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

Laura H. our Service Coordinator was exceptionally helpful when the inevitable hiccups occurred along the way. She calmly sought out solutions that kept the project moving so that we could meet our move-out/move-in deadlines. Also, their 24/7 Business Support line is staffed with knowledgeable people that answer my questions quickly and accurately.

Incentivized

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.

Incentivized

The in-person was done by phone and was GREAT!

Incentivized

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.

Incentivized

Overcame obstacles of everyone being in different places. Trainer was excellent (do not remember her name!). Open to all questions no matter how technical. The feedback from my colleagues were they were happy

Incentivized

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

Incentivized

It was straightforward to set up. The phone was delivered prior to installation. The script and routing of calls were established prior to installation as well. The on-site technician installed each phone and offered training to anyone who asked. The main setup for hours, calls, and extensions was already set up via online meeting, making the phone install on-site a seamless experience.

Incentivized

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.

We've had a few phone vendors over the years and their main item, the phone, usually worked. Now past that, all other features or needs were hardly ever met. With Broadvoice, our experience has been amazing. The call quality, the ease of use on the admin portal and b-hive app, the flexibility of implementing new users. And if something ever seems to stump us, we can quickly reach out to support via email or phone and they are amazingly fast to respond and resolve the issue.

Incentivized

Answered in previous question

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

Incentivized

We keep adding phones to each of restaurants every month

• 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

• Sadly I can't quite gather any hard numbers since my use of the product don't extend into the admin level where I can see everything. I can say that since installing the phone at my desk though, I've been more reachable by other staff and therefore more present with current happenings in the workplace.
• It took a while to get a line for my desk, so I can compare the before and after very clearly. Communication is like night and day, and any questions or problems other coworkers had that in the past they may have had to deal with themselves, they can now reliably reach me and have a convenient option to. This has improved the relationships between me and others at the workplace.