Bright Pattern Contact Center vs. Exotel

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

Exotel is well suited for: - Small and mid-sized Internet based businesses where it is necessary for them to have a very strong customer support team working round the clock and in different shifts. - Company making large number of calls and sending mass SMS's. They can do that on a single cloud based platform. Exotel might not be a good fit if: -it is not a call intensive business that you want to cater to. Though the setup cost is very low but it follows economies of scale i.e. more the number of calls, less will be per call cost.

Incentivized

• 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

• Outbound calling for Sales/Support
• Call routing to Agent Mobiles
• Inbuild Inbound flow designer

Incentivized

• 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

• Communication
• Not for large companies
• Volume of texts

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

As a company our goals have slightly surpassed the current Exotel features and would want some other software which has better capabilities

Incentivized

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

For cold calling and outbound callings, to a certain extend Exotel serves the purpose as mutliple DID numbers are available at our fingertips. For company which use outcalling as a form of passing information to users can benefit from the flexibility it provides. They have a recharge and use model which doesnt have certain expiry. Basic API documentation available and lesser support from their support team on this matter makes it difficult to check if the API thows any error

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

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

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

Initially they had chat support which was available faster. But now the chat support gets routed to a virtual agent and unable to get in touch with an actual agent. They also have no support with respect to the API's and other integrations.

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

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

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 pretty straight forward

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.

Exotel was selected by us because of the following reasons: -Low set-up and maintenance cost as compared to its peers. -Prompt customer service: You want to upgrade your plan or facing any issues around the platform, Exotel team is just a call away. -Call recording Quality was also better than the peers.

Incentivized

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 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

• This increased onboarding efficiency to save money on startup.
• This saved us money by getting both services from one company.
• Con was price was higher than we would have liked but efficiency made up for that.

Incentivized