5 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
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.2 out of 100

Likelihood to Recommend

Bright Pattern

Being as Bright Pattern is a hosted and highly scalable platform, it is well suited for most contact centers. I have implemented Bright Pattern for both PCI and non-PCI customers. There aren't many scenarios where I would not recommend it as a platform offering to someone who is looking. Possibly for someone looking for an on-premises solution where certain technologies are not allowed within the scope, I might suggest something different. It has worked well for many mortgage companies, city/government services, technology companies, educational institutions, law firms, recruiting firms, medical facilities/payments, debt collection, and more. Offering secure payment IVR and a secure payment live agent as a PCI solution is a huge benefit.
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

This solution checks a lot of our boxes for session management and activity monitoring, but ongoing server and failover struggles remain a detractor for our team's use.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Bright Pattern
9.8
Enghouse Interactive Contact Centers
6.8
Agent dashboard
Bright Pattern
9.0
Enghouse Interactive Contact Centers
8.0
Validate callers
Bright Pattern
10.0
Enghouse Interactive Contact Centers
7.0
Outbound response
Bright Pattern
10.0
Enghouse Interactive Contact Centers
8.0
Call forwarding
Bright Pattern
10.0
Enghouse Interactive Contact Centers
6.0
Click-to-call (CTC)
Bright Pattern
10.0
Enghouse Interactive Contact Centers
Warm transfer
Bright Pattern
10.0
Enghouse Interactive Contact Centers
4.0
Predictive dialing
Bright Pattern
9.0
Enghouse Interactive Contact Centers
7.0
Interactive voice response
Bright Pattern
9.0
Enghouse Interactive Contact Centers
REST APIs
Bright Pattern
10.0
Enghouse Interactive Contact Centers
Call scripts
Bright Pattern
10.0
Enghouse Interactive Contact Centers
Call tracking
Bright Pattern
10.0
Enghouse Interactive Contact Centers
8.0
Multichannel integration
Bright Pattern
10.0
Enghouse Interactive Contact Centers
6.0
CRM software integration
Bright Pattern
10.0
Enghouse Interactive Contact Centers

Workforce Optimization (WFO)

Bright Pattern
9.4
Enghouse Interactive Contact Centers
7.4
Inbound call routing
Bright Pattern
10.0
Enghouse Interactive Contact Centers
6.0
Omnichannel inbound routing
Bright Pattern
9.0
Enghouse Interactive Contact Centers
Recording
Bright Pattern
10.0
Enghouse Interactive Contact Centers
6.0
Quality management
Bright Pattern
9.0
Enghouse Interactive Contact Centers
Call analytics
Bright Pattern
10.0
Enghouse Interactive Contact Centers
9.0
Historical reporting
Bright Pattern
9.0
Enghouse Interactive Contact Centers
9.0
Live reporting
Bright Pattern
9.0
Enghouse Interactive Contact Centers
Customer surveys
Bright Pattern
10.0
Enghouse Interactive Contact Centers
7.0
Customer interaction analytics
Bright Pattern
9.0
Enghouse Interactive Contact Centers

Pros

Bright Pattern

  • Enables contact centers to make changes without complex languages and frameworks.
  • Omni-channel functionality for all needs.
  • Integrates well to a number of third party products.
  • It isn't cumbersome. Easy to learn and manage.
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Allows management to easily monitor activity for calls, callers, users, and queue management
  • Relatively simple UI allows users to effectively manage their communication sessions
  • Provides in-depth insights to communication and work activity metrics
Anonymous | TrustRadius Reviewer

Cons

Bright Pattern

  • Tenant configuration backups from within admin would be nice for archiving.
  • Agent screen recording exports to AWS S3.
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Server redundancy and up-time seem to be a periodic difficulty
  • Error handling requires manual intervention by an advanced user
Anonymous | TrustRadius Reviewer

Alternatives Considered

Bright Pattern

Obviously, customer experience is key but contact center staff enablement is one of the most important factors. What good is a multi-million dollar implementation on a platform if your hands are tied from admin or developer turnover? I have seen with many platforms where the platform remained dormant after the loss of the last experienced staff member. It isn't that way with Bright Pattern. Easy to train and easy to learn. Their support has been great. I will continue to promote and use Bright Pattern as a platform and I am excited to see where it takes us next.
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

No answers on this topic

Return on Investment

Bright Pattern

  • Lowered support costs over time by enabling the contact center to manage itself and the call flow.
  • Increased customer satisfaction by enabling personalized experiences.
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Using Enghouse to manage our inbound and outbound call communication has allowed for us to focus more time on call quality and trends, rather than how to manage the call load and where to allocate calls.
  • The time spent managing server blips and failovers remains a detractor for our teams.
Anonymous | TrustRadius Reviewer

Screenshots

Enghouse Interactive Contact Centers

Pricing Details

Bright Pattern

General

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

Bright Pattern 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

Enghouse Interactive Contact Centers

General

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

Enghouse Interactive Contact Centers Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Bright Pattern
10.0
Enghouse Interactive Contact Centers
7.0

Add comparison