What users are saying about
1 Rating
5 Ratings
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Score 10 out of 100
1 Rating
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Score 8 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

Nectar Desk

I would recommend Nectar Desk if you are going to launch it across an entire organization. By launching for only one department, it has been extremely difficult to not have the connectivity we want across the entire company.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Bright Pattern
9.8
Nectar Desk
9.2
Agent dashboard
Bright Pattern
9.0
Nectar Desk
9.0
Validate callers
Bright Pattern
10.0
Nectar Desk
10.0
Outbound response
Bright Pattern
10.0
Nectar Desk
9.0
Call forwarding
Bright Pattern
10.0
Nectar Desk
10.0
Click-to-call (CTC)
Bright Pattern
10.0
Nectar Desk
10.0
Warm transfer
Bright Pattern
10.0
Nectar Desk
10.0
Predictive dialing
Bright Pattern
9.0
Nectar Desk
9.0
Interactive voice response
Bright Pattern
9.0
Nectar Desk
10.0
REST APIs
Bright Pattern
10.0
Nectar Desk
9.0
Call scripts
Bright Pattern
10.0
Nectar Desk
9.0
Call tracking
Bright Pattern
10.0
Nectar Desk
9.0
Multichannel integration
Bright Pattern
10.0
Nectar Desk
8.0
CRM software integration
Bright Pattern
10.0
Nectar Desk
8.0

Workforce Optimization (WFO)

Bright Pattern
9.4
Nectar Desk
8.6
Inbound call routing
Bright Pattern
10.0
Nectar Desk
9.0
Omnichannel inbound routing
Bright Pattern
9.0
Nectar Desk
8.0
Recording
Bright Pattern
10.0
Nectar Desk
9.0
Quality management
Bright Pattern
9.0
Nectar Desk
9.0
Call analytics
Bright Pattern
10.0
Nectar Desk
8.0
Historical reporting
Bright Pattern
9.0
Nectar Desk
8.0
Live reporting
Bright Pattern
9.0
Nectar Desk
9.0
Customer surveys
Bright Pattern
10.0
Nectar Desk
Customer interaction analytics
Bright Pattern
9.0
Nectar Desk
9.0

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

Nectar Desk

  • Customizing Multiple Ring Groups: Allows for different call routing options depending on what phone number is dialed by a caller
  • Agent Login Tracking & Analytics: I can see minute by minute details of my team's login status and better understand how they're using their time
  • IVR Set Up: I can set up and edit/change IVR settings with the click of a few buttons, it's super easy!
  • Call History Tracking: I can easily filter and view all calls for the day to see what was inbound vs outbound, how many calls were handled by each agent, how many calls were missed, how many were outside of business hours, what the dispositions for each call were, and MORE. The Call History analytics are GREAT.
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

Nectar Desk

  • When a caller becomes assigned to an agent, SMS notifications are only sent to that agent. This is difficult for our call center manager to monitor if the team is handling all SMS replies efficiently and effectively.
  • Because Nectar Desk is a chrome-based calling software, we are limited in accessing the platform. Due to the ongoing pandemic, this presented a challenge in making sure that all agents' at-home computers were capable of running the software.
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

Nectar Desk

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

Nectar Desk

  • As the marketing agency that implemented this software for a client, we have 100% insight into call performance. Our client previously throughout random numbers, was always guessing on his team's performance, and now we have actual insight into how the intake team is truly performing—we know 100% of the inbound calls they make, how many outbound calls are made in a day, and how much time is spent 'idle'. This has allowed our client to hire the appropriate number of call center staff based on actual data and has allowed us to shift our marketing budget to focus on driving the right callers.
Anonymous | TrustRadius Reviewer

Screenshots

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

Nectar Desk

General

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

Nectar Desk Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Bright Pattern
10.0
Nectar Desk
8.0

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