Bright Pattern Contact Center vs. Salesforce Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Bright Pattern Contact Center
Score 10.0 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
Salesforce Service Cloud
Score 8.7 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
Bright Pattern Contact CenterSalesforce Service Cloud
Editions & Modules
Omnichannel CX
-
per month per seat
Call Center Standard
-
per month per seat
Digital CX
-
per month per seat
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
Bright Pattern Contact CenterSalesforce Service Cloud
Free Trial
YesYes
Free/Freemium Version
NoYes
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 CenterSalesforce Service Cloud
Top Pros
Top Cons
Features
Bright Pattern Contact CenterSalesforce Service Cloud
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Bright Pattern Contact Center
9.8
27 Ratings
16% above category average
Salesforce Service Cloud
-
Ratings
Agent dashboard9.626 Ratings00 Ratings
Validate callers9.625 Ratings00 Ratings
Outbound response9.725 Ratings00 Ratings
Call forwarding9.824 Ratings00 Ratings
Click-to-call (CTC)10.021 Ratings00 Ratings
Warm transfer9.727 Ratings00 Ratings
Predictive dialing9.922 Ratings00 Ratings
Interactive voice response9.725 Ratings00 Ratings
REST APIs10.024 Ratings00 Ratings
Call scripts9.822 Ratings00 Ratings
Call tracking9.723 Ratings00 Ratings
Multichannel integration9.523 Ratings00 Ratings
CRM software integration9.724 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Bright Pattern Contact Center
9.4
26 Ratings
13% above category average
Salesforce Service Cloud
-
Ratings
Inbound call routing9.825 Ratings00 Ratings
Omnichannel inbound routing9.424 Ratings00 Ratings
Recording9.726 Ratings00 Ratings
Quality management9.224 Ratings00 Ratings
Call analytics9.521 Ratings00 Ratings
Historical reporting9.426 Ratings00 Ratings
Live reporting9.124 Ratings00 Ratings
Customer surveys9.623 Ratings00 Ratings
Customer interaction analytics9.018 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Bright Pattern Contact Center
-
Ratings
Salesforce Service Cloud
8.8
68 Ratings
11% above category average
Organize and prioritize service tickets00 Ratings8.866 Ratings
Expert directory00 Ratings8.547 Ratings
Subscription-based notifications00 Ratings9.256 Ratings
ITSM collaboration and documentation00 Ratings8.452 Ratings
Ticket creation and submission00 Ratings9.266 Ratings
Ticket response00 Ratings8.865 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Bright Pattern Contact Center
-
Ratings
Salesforce Service Cloud
9.0
64 Ratings
15% above category average
External knowledge base00 Ratings9.157 Ratings
Internal knowledge base00 Ratings9.062 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Bright Pattern Contact Center
-
Ratings
Salesforce Service Cloud
8.9
68 Ratings
15% above category average
Customer portal00 Ratings8.948 Ratings
IVR00 Ratings8.531 Ratings
Social integration00 Ratings8.642 Ratings
Email support00 Ratings9.367 Ratings
Help Desk CRM integration00 Ratings9.259 Ratings
Best Alternatives
Bright Pattern Contact CenterSalesforce Service Cloud
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Bright Pattern Contact CenterSalesforce Service Cloud
Likelihood to Recommend
10.0
(27 ratings)
9.0
(74 ratings)
Likelihood to Renew
10.0
(1 ratings)
9.5
(6 ratings)
Usability
10.0
(27 ratings)
8.0
(12 ratings)
Availability
10.0
(1 ratings)
9.5
(19 ratings)
Performance
9.0
(1 ratings)
8.6
(7 ratings)
Support Rating
10.0
(27 ratings)
7.0
(20 ratings)
In-Person Training
8.0
(1 ratings)
-
(0 ratings)
Online Training
7.0
(1 ratings)
9.0
(1 ratings)
Implementation Rating
6.1
(4 ratings)
7.0
(1 ratings)
Configurability
8.0
(1 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.0
(1 ratings)
-
(0 ratings)
Ease of integration
9.0
(1 ratings)
-
(0 ratings)
Product Scalability
9.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
10.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Bright Pattern Contact CenterSalesforce Service Cloud
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.
Read full review
Salesforce
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
Read full review
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
Read full review
Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
Read full review
Cons
Bright Pattern, Inc.
  • More customizable and robust out of the box reporting
  • WFM component
  • Easier/cleaner Chat GPT integration for generative AI agent responses and notes
Read full review
Salesforce
  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Read full review
Likelihood to Renew
Bright Pattern, Inc.
No answers on this topic
Salesforce
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Read full review
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.
Read full review
Salesforce
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Read full review
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.
Read full review
Salesforce
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Read full review
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.
Read full review
Salesforce
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Read full review
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
Read full review
Salesforce
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Read full review
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.
Read full review
Salesforce
No answers on this topic
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.
Read full review
Salesforce
No answers on this topic
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
Read full review
Salesforce
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
Read full review
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.
Read full review
Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
Read full review
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
Read full review
Salesforce
No answers on this topic
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
Read full review
Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
Read full review
ScreenShots

Bright Pattern Contact Center Screenshots

Screenshot of Screenshot of Screenshot of

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center