Bright Pattern Contact Center vs. Enghouse Interactive Contact Centers

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.

Enghouse Interactive Contact Centers is well suited for organizations with existing Microsoft solutions e.g. Lync/Skype for business infrastructure/Teams, Those who run Busy (1000+ calls/day) OMNI channel contact centres and depend on quality management/Quality assurance. I would say less appropriate for small to medium organizations that do not have existing PABX infrastructure.

• 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

• 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

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

• Improve chatbots functionality.
• Remote working.
• Modern looking interface.

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.

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.

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.

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.

Online training is documentation based only. It is thorough and step by step, but no videos.

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.

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.

Enghouse Interactive Contact Centers compared to Zeacom is very powerful in terms of features. The support for integrating with third-party software/hardware is better, and it is much simpler to use because less training is required to upskill the contact center staff. Comes with a lot of documentation and interactive guides/manuals.

• 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.

• 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.