Great Cloud Contact Centre Solution
January 26, 2022

Great Cloud Contact Centre Solution

Jay Lutchman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with Bright Pattern Contact Center

We are a reseller of the Bright Pattern Cloud Contact Centre in South Africa. It has brought cloud contact centers with full features to our region and assisting is offering reliable WFH solutions to clients. Around the region, we have many industries using the platform with ease and it has also transformed the way these companies do business with their clients.

Pros

  • Easy to use
  • Enterprise-grade features
  • Constantly being developed with new functionality

Cons

  • Out-of-the-box integrations to WFM platforms
  • More integrations to CRM platforms
  • Recording features could be upgraded
  • Return on investment
  • Costs are higher than competitors
  • Needs a simple base license option at a cheap rate for very small clients
  • Fast deployment
  • Multi-tenant configurations are simple and easy to manage
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.
Every aspect of the platform is easy to use, from its deployment to user creation to reporting and tenant management has been simplified to make the user's life easier. Agents are also trained easily on the platform and are usually up and running within a few hours, supervisors have dashboards and reporting available to manage their teams and administrators have the freedom to navigate through the system through an easy graphical user interface.

Do you think Bright Pattern Contact Center delivers good value for the price?

Yes

Are you happy with Bright Pattern Contact Center's feature set?

Yes

Did Bright Pattern Contact Center live up to sales and marketing promises?

Yes

Did implementation of Bright Pattern Contact Center go as expected?

Yes

Would you buy Bright Pattern Contact Center again?

Yes

Any contact center thinking of moving to the cloud would have a pleasant transition to Bright Pattern. The deployment is easy, tenant and user setup is simplified and monitoring is a pleasure with the many tools on offer from Bright Pattern. The solution's ability to integrate to CRM & ITSM systems including the Teams integration makes it the most complete contact center platform on the market.

Bright Pattern Contact Center Feature Ratings

9.3
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
10
Interactive voice response
10
REST APIs
9
Call scripts
10
Call tracking
9
Multichannel integration
9
CRM software integration
6
9.1
Inbound call routing
10
Omnichannel inbound routing
10
Recording
8
Quality management
8
Call analytics
Not Rated
Historical reporting
10
Live reporting
10
Customer surveys
8
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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