Bright Pattern vs Enghouse Interactive Contact Centers

Likelihood to Recommend

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.

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Verified User

Director in Product Management

Telecommunications Company, 51-200 employees

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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.

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Verified User

Manager in Customer Service

Music Company, 5001-10,000 employees

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Feature Rating Comparison

Bright Pattern

Enghouse Interactive Contact Centers

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Bright Pattern

Enghouse Interactive Contact Centers

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Verified User

Director in Product Management

Telecommunications Company, 51-200 employees

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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

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Verified User

Manager in Customer Service

Music Company, 5001-10,000 employees

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Cons

Tenant configuration backups from within admin would be nice for archiving.
Agent screen recording exports to AWS S3.

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Verified User

Director in Product Management

Telecommunications Company, 51-200 employees

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

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Verified User

Manager in Customer Service

Music Company, 5001-10,000 employees

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Alternatives Considered

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.

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Verified User

Director in Product Management

Telecommunications Company, 51-200 employees

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No answers on this topic

Return on Investment

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

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Verified User

Director in Product Management

Telecommunications Company, 51-200 employees

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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.

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Verified User

Manager in Customer Service

Music Company, 5001-10,000 employees

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Pricing Details

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
Enterprise	Call for Info¹

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

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

Bright Pattern

Enghouse Interactive Contact Centers

Bright Pattern

Enghouse Interactive Contact Centers

Likelihood to Recommend

Bright Pattern

Enghouse Interactive Contact Centers

Feature Rating Comparison

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Bright Pattern

Enghouse Interactive Contact Centers

Cons

Bright Pattern

Enghouse Interactive Contact Centers

Alternatives Considered

Bright Pattern

Enghouse Interactive Contact Centers

Return on Investment

Bright Pattern

Enghouse Interactive Contact Centers

Screenshots

Bright Pattern

Enghouse Interactive Contact Centers

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Bright Pattern Editions & Modules

Edition

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Enghouse Interactive Contact Centers Editions & Modules

Additional Pricing Details

Rating Summary

Add comparison