Bright Pattern vs Zendesk Talk

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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Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.

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Shea Mworia

Director of Customer Service

Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees

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Feature Rating Comparison

Bright Pattern

Zendesk Talk

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

Zendesk Talk

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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Call recording is a nice feature! It is great for training purposes and for quality assurance.
The metrics you get from Explore are a great insight into how the team is handling the call volumes.
Zendesk Talk has met most of our needs. It can be a bit unreliable at times.

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Verified User

Employee in Customer Service

Computer Software Company, 51-200 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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Call transfer should be much easier
A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
Text to speech would be awesome

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Sohaib Ahmed Khattak - PCI QIR

CENTAMAN Consultant - Jonas Operating Group

CENTAMAN SystemsComputer Software, 11-50 employees

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Support Rating

No score

No answers yet

No answers on this topic

Zendesk Talk 5.1

Based on 6 answers

During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept

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Vincent Frisina

Director of Marketing

Visage MobileWireless, 11-50 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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Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.

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Verified User

Director in Customer Service

Logistics and Supply Chain Company, 11-50 employees

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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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A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.

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Shea Mworia

Director of Customer Service

Camp GladiatorHealth, Wellness and Fitness, 1001-5000 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

Zendesk Talk Editions & Modules

—

Additional Pricing Details

—

Rating Summary

Bright Pattern

Zendesk Talk

Bright Pattern

Zendesk Talk

Bright Pattern

Zendesk Talk

Likelihood to Recommend

Bright Pattern

Zendesk Talk

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

Zendesk Talk

Cons

Bright Pattern

Zendesk Talk

Support Rating

Bright Pattern

Zendesk Talk

Alternatives Considered

Bright Pattern

Zendesk Talk

Return on Investment

Bright Pattern

Zendesk Talk

Screenshots

Bright Pattern

Zendesk Talk

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?

Zendesk Talk Editions & Modules

Additional Pricing Details

Rating Summary

Add comparison