Bright Pattern Contact Center vs. Genesys Multicloud CX (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Bright Pattern Contact Center
Score 9.8 out of 10
Enterprise companies (1,001+ employees)
Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be…N/A
Genesys Multicloud CX (discontinued)
Score 7.7 out of 10
N/A
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.N/A
Pricing
Bright Pattern Contact CenterGenesys Multicloud CX (discontinued)
Editions & Modules
Omnichannel CX
-
per month per seat
Call Center Standard
-
per month per seat
Digital CX
-
per month per seat
No answers on this topic
Offerings
Pricing Offerings
Bright Pattern Contact CenterGenesys Multicloud CX (discontinued)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsOne-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
More Pricing Information
Community Pulse
Bright Pattern Contact CenterGenesys Multicloud CX (discontinued)
Top Pros
Top Cons
Features
Bright Pattern Contact CenterGenesys Multicloud CX (discontinued)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Bright Pattern Contact Center
9.3
31 Ratings
11% above category average
Genesys Multicloud CX (discontinued)
9.2
118 Ratings
10% above category average
Agent dashboard9.230 Ratings9.9109 Ratings
Validate callers9.228 Ratings9.996 Ratings
Outbound response9.328 Ratings9.099 Ratings
Call forwarding9.427 Ratings8.189 Ratings
Click-to-call (CTC)9.324 Ratings9.083 Ratings
Warm transfer9.330 Ratings9.9105 Ratings
Predictive dialing9.725 Ratings9.281 Ratings
Interactive voice response9.428 Ratings10.0106 Ratings
REST APIs9.427 Ratings9.999 Ratings
Call scripts9.524 Ratings9.075 Ratings
Call tracking9.226 Ratings9.9103 Ratings
Multichannel integration8.826 Ratings9.9105 Ratings
CRM software integration8.827 Ratings5.199 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Bright Pattern Contact Center
9.0
29 Ratings
9% above category average
Genesys Multicloud CX (discontinued)
8.5
107 Ratings
3% above category average
Inbound call routing9.528 Ratings9.0100 Ratings
Omnichannel inbound routing9.127 Ratings9.992 Ratings
Recording9.429 Ratings8.980 Ratings
Quality management8.627 Ratings8.180 Ratings
Call analytics9.124 Ratings8.188 Ratings
Historical reporting9.129 Ratings9.9103 Ratings
Live reporting8.727 Ratings9.0100 Ratings
Customer surveys9.226 Ratings6.864 Ratings
Customer interaction analytics8.921 Ratings7.173 Ratings
Best Alternatives
Bright Pattern Contact CenterGenesys Multicloud CX (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 9.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.3 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Bright Pattern Contact CenterGenesys Multicloud CX (discontinued)
Likelihood to Recommend
9.8
(31 ratings)
7.7
(147 ratings)
Likelihood to Renew
9.1
(2 ratings)
7.9
(26 ratings)
Usability
9.6
(31 ratings)
6.9
(18 ratings)
Availability
10.0
(1 ratings)
8.0
(4 ratings)
Performance
9.0
(1 ratings)
7.1
(4 ratings)
Support Rating
9.8
(31 ratings)
8.6
(21 ratings)
In-Person Training
8.0
(1 ratings)
8.1
(3 ratings)
Online Training
7.0
(1 ratings)
7.3
(2 ratings)
Implementation Rating
6.3
(5 ratings)
3.8
(11 ratings)
Configurability
8.0
(1 ratings)
6.5
(3 ratings)
Contract Terms and Pricing Model
9.0
(1 ratings)
-
(0 ratings)
Ease of integration
9.0
(1 ratings)
1.7
(4 ratings)
Product Scalability
9.0
(1 ratings)
7.3
(4 ratings)
Vendor post-sale
10.0
(1 ratings)
7.3
(2 ratings)
Vendor pre-sale
10.0
(1 ratings)
7.3
(2 ratings)
User Testimonials
Bright Pattern Contact CenterGenesys Multicloud CX (discontinued)
Likelihood to Recommend
Bright Pattern, Inc.
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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Discontinued Products
Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
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Pros
Bright Pattern, Inc.
  • 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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Discontinued Products
  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
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Cons
Bright Pattern, Inc.
  • 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
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Discontinued Products
  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
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Likelihood to Renew
Bright Pattern, Inc.
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
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Discontinued Products
Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
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Usability
Bright Pattern, Inc.
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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Discontinued Products
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
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Reliability and Availability
Bright Pattern, Inc.
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.
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Discontinued Products
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
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Performance
Bright Pattern, Inc.
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.
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Discontinued Products
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
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Support Rating
Bright Pattern, Inc.
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
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Discontinued Products
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
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In-Person Training
Bright Pattern, Inc.
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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Discontinued Products
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
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Online Training
Bright Pattern, Inc.
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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Discontinued Products
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
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Implementation Rating
Bright Pattern, Inc.
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
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Discontinued Products
It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
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Alternatives Considered
Bright Pattern, Inc.
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.
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Discontinued Products
For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
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Scalability
Bright Pattern, Inc.
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
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Discontinued Products
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
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Return on Investment
Bright Pattern, Inc.
  • 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
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Discontinued Products
  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
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ScreenShots

Bright Pattern Contact Center Screenshots

Screenshot of Screenshot of Screenshot of

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace