Bright Pattern Contact Center vs. Zendesk Talk

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 that can be deployed quickly. With the purpose of making customer service, sales, and marketing brighter and faster than ever before, Bright Pattern offers advanced omnichannel cloud platform with
$70
Monthly
Zendesk Talk
Score 8.7 out of 10
N/A
Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.N/A
Pricing
Bright Pattern Contact CenterZendesk Talk
Editions & Modules
Voice Select
$70
Monthly
Professional
$100
Monthly
Premium
$140
Monthly
Enterprise
Call for Info
Monthly
No answers on this topic
Offerings
Pricing Offerings
Bright Pattern Contact CenterZendesk Talk
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
Features
Bright Pattern Contact CenterZendesk Talk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Bright Pattern Contact Center
8.9
11 Ratings
5% above category average
Zendesk Talk
8.2
14 Ratings
3% below category average
Agent dashboard8.511 Ratings7.714 Ratings
Validate callers9.211 Ratings7.911 Ratings
Outbound response8.911 Ratings8.613 Ratings
Call forwarding8.811 Ratings8.113 Ratings
Click-to-call (CTC)8.69 Ratings8.513 Ratings
Warm transfer8.911 Ratings7.711 Ratings
Predictive dialing8.89 Ratings7.97 Ratings
Interactive voice response9.310 Ratings8.59 Ratings
REST APIs8.910 Ratings8.07 Ratings
Call scripts8.77 Ratings8.56 Ratings
Call tracking9.210 Ratings8.012 Ratings
Multichannel integration8.98 Ratings8.39 Ratings
CRM software integration8.510 Ratings9.39 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Bright Pattern Contact Center
8.9
10 Ratings
5% above category average
Zendesk Talk
8.3
14 Ratings
2% below category average
Inbound call routing9.310 Ratings8.311 Ratings
Omnichannel inbound routing9.19 Ratings8.39 Ratings
Recording9.110 Ratings8.513 Ratings
Quality management8.89 Ratings8.211 Ratings
Call analytics8.58 Ratings8.212 Ratings
Historical reporting9.19 Ratings8.512 Ratings
Live reporting9.010 Ratings8.612 Ratings
Customer surveys8.79 Ratings8.27 Ratings
Customer interaction analytics8.17 Ratings8.110 Ratings
Best Alternatives
Bright Pattern Contact CenterZendesk Talk
Small Businesses
Broadvoice
Broadvoice
Score 9.2 out of 10
Broadvoice
Broadvoice
Score 9.2 out of 10
Medium-sized Companies
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
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User Ratings
Bright Pattern Contact CenterZendesk Talk
Likelihood to Recommend
9.4
(11 ratings)
8.8
(14 ratings)
Likelihood to Renew
10.0
(1 ratings)
-
(0 ratings)
Usability
9.4
(11 ratings)
-
(0 ratings)
Availability
10.0
(1 ratings)
-
(0 ratings)
Performance
10.0
(1 ratings)
-
(0 ratings)
Support Rating
9.2
(11 ratings)
5.0
(6 ratings)
In-Person Training
8.0
(1 ratings)
-
(0 ratings)
Online Training
7.0
(1 ratings)
-
(0 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
Configurability
10.0
(1 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
10.0
(1 ratings)
-
(0 ratings)
Ease of integration
9.0
(1 ratings)
-
(0 ratings)
Product Scalability
10.0
(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 CenterZendesk Talk
Likelihood to Recommend
Bright Pattern, Inc.
Bright Pattern is an extremely powerful communication software that is simple to use, quick to deploy, and easy to manage. The strength of their voice connection is strong, not brittle like other providers. Bright Pattern has all the tools you need to provide remarkable customer service.
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Zendesk
Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
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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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Zendesk
  • 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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Cons
Bright Pattern, Inc.
  • Over the past 5 to 6 months I have not had any issues with the contact center, and the staff are very pleasant.
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Zendesk
  • The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
  • Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
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Usability
Bright Pattern, Inc.
Most of Bright Pattern Contact Center's features are fairly straightforward. Anything my agents may need is set in categories that are easy to search through. Switching through different interactions is as simple as clicking on a new tab. I am able to organize my phone trees and the agent queues to allow calls and chats to route to the correct team and cut down on the need for our agents to act as triage.
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Zendesk
No answers on this topic
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. 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.
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Zendesk
No answers on this topic
Support Rating
Bright Pattern, Inc.
The support received from Bright Pattern is great, they are always willing to provide support assistance with queries and are very knowledgeable on the product, the back end developers always adding new features and functionality, and these are always explained in detail so end-users and partners are able to make full use of these developments.
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Zendesk
In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
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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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Zendesk
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.
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Zendesk
No answers on this topic
Implementation Rating
Bright Pattern, Inc.
I have done a few of these now for a multiple number of our contact centers. It has been really smooth. It is a fun platform to work with. I enjoy building new ideas within the scenario builder. Because I enjoy it, I am not afraid to try something new and innovative.
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Zendesk
No answers on this topic
Alternatives Considered
Bright Pattern, Inc.
Bright Pattern prides itself on providing out-of-the-box functionality. Unlike many of the other platforms listed, there is no need to subscribe to additional options for increased feature functionality nor is there a need to implement additional plugins to get to a desired level of operability. Much of what is needed to build a world-class contact center platform is a part of the solution on day one.
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Zendesk
By constantly searching for other software that allows us to have the same functions. We have found that this platform is well received because each of its functions meets what we want for the best functioning of our company in communication, thus being able to offer better telephone benefits. Powerful with high performance.
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Return on Investment
Bright Pattern, Inc.
  • We were able to automate features such as information change requests and W-2 reprint requests which cut down up to 4,000 agent interactions a day during the W-2 season.
  • With training features and the ability to specify skills, new agents are able to jump in quickly and build up their level of support gradually as they become ready to handle more interactions at once.
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Zendesk
  • We were able to reduce global headcount by 20% in our call centers.
  • Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution.
  • Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%.
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ScreenShots

Bright Pattern Contact Center Screenshots

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