What users are saying about
17 Ratings
5 Ratings
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Score 10 out of 100
17 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
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

Zendesk Talk

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.
Shea Mworia | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Bright Pattern
9.8
Zendesk Talk
6.7
Agent dashboard
Bright Pattern
9.0
Zendesk Talk
5.1
Validate callers
Bright Pattern
10.0
Zendesk Talk
4.1
Outbound response
Bright Pattern
10.0
Zendesk Talk
4.9
Call forwarding
Bright Pattern
10.0
Zendesk Talk
8.9
Click-to-call (CTC)
Bright Pattern
10.0
Zendesk Talk
8.3
Warm transfer
Bright Pattern
10.0
Zendesk Talk
5.5
Predictive dialing
Bright Pattern
9.0
Zendesk Talk
Interactive voice response
Bright Pattern
9.0
Zendesk Talk
5.0
REST APIs
Bright Pattern
10.0
Zendesk Talk
9.0
Call scripts
Bright Pattern
10.0
Zendesk Talk
Call tracking
Bright Pattern
10.0
Zendesk Talk
7.8
Multichannel integration
Bright Pattern
10.0
Zendesk Talk
7.5
CRM software integration
Bright Pattern
10.0
Zendesk Talk
8.1

Workforce Optimization (WFO)

Bright Pattern
9.4
Zendesk Talk
6.3
Inbound call routing
Bright Pattern
10.0
Zendesk Talk
7.3
Omnichannel inbound routing
Bright Pattern
9.0
Zendesk Talk
10.0
Recording
Bright Pattern
10.0
Zendesk Talk
9.1
Quality management
Bright Pattern
9.0
Zendesk Talk
6.5
Call analytics
Bright Pattern
10.0
Zendesk Talk
4.1
Historical reporting
Bright Pattern
9.0
Zendesk Talk
5.0
Live reporting
Bright Pattern
9.0
Zendesk Talk
7.0
Customer surveys
Bright Pattern
10.0
Zendesk Talk
3.1
Customer interaction analytics
Bright Pattern
9.0
Zendesk Talk
4.5

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

Zendesk Talk

  • 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.
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

Zendesk Talk

  • 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
Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer

Support Rating

Bright Pattern

No score
No answers yet
No answers on this topic

Zendesk Talk

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
Vincent Frisina | 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

Zendesk Talk

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.
Anonymous | TrustRadius Reviewer

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

Zendesk Talk

  • 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.
Shea Mworia | TrustRadius Reviewer

Screenshots

Zendesk Talk

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

Zendesk Talk

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

Likelihood to Recommend

Bright Pattern
10.0
Zendesk Talk
8.1

Support Rating

Bright Pattern
Zendesk Talk
5.1

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