Bright Pattern Contact Center vs. CallHub

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.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

It is a simple process: Go to the campaign tab and click on the campaign you are joining, and here, review the questions and suggested script to guide your conversation, remembering, of course, that the most important thing is to be yourself through this software and the window that will mark the progress so join the campaign at this point do not hang up now you are controlling the communication through this software you can leave the campaign and fill with a smile the answers you get from users.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• 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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Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• All you'll require is your login credentials.
• You have been given a username for two complementary programs that we use: one is for limited access to remote sales services and call services.
• Callhub has been limited to protect privacy.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• 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

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Using new software is frustrating at first, but worth the effort.
• It's a little weird at first, but it saves you time and the frustration of dialing the wrong number.
• If it doesn't sometimes work, simply press the update button until you see the phone number you want to answer.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

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

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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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Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

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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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

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

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• 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

• For all calls, you must complete at least the first question you are asked in the survey so that we know what type of connection.
• You can leave a voice message, and a pre-recorded message will play on your answering machine or service when the call is saved.
• If you get a signal compromised or problem you can hang up once you are in the software which makes it quick and easy.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info