Bright Pattern is a great CCaaS for an organization looking to move to the cloud
Updated March 21, 2023
Bright Pattern is a great CCaaS for an organization looking to move to the cloud
Score 10 out of 10
Vetted Review
Overall Satisfaction with Bright Pattern Contact Center
Many organizations are looking to transcend from on-premises platforms to the cloud. These organizations are looking for a proverbial "easy" button solution. The Bright Pattern platform is that solution. The Bright Pattern platform checks all of the boxes for an organization looking to implement a complete contact center cloud solution. The following items are all standard: Speech-enabled IVR, Inbound ACD and Outbound Dialer, Digital Channels - chat, email, SMS - a unified agent desktop, and let's not forget the ability to integrate with applications such as Salesforce or MS Teams. This is a platform that positions any organization for continued, sophisticated operations well into the future. Further, the Bright Pattern team is flexible, open to customer input, and dedicated to ensuring their products meet the needs of their customers.
Pros
- 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
Cons
- WFM has been a missing component, however that is slated to launch in Q2 of 2022
- The mobile application has taken longer than expected for general release
- UCaaS functionality would be a great addition
- Ability to implement quickly based on customer's desired timelines
- Aspect Unified IP, Aspect CXP Pro, NICE CXone (formerly NICE inContact), Five9 and Genesys Cloud CX (formerly Genesys Cloud)
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.
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
Bright Pattern Contact Center Feature Ratings
Bright Pattern Contact Center Implementation
- Implemented in-house
Yes - Discovery, Planning, On-boarding, Configuration, 3rd-party Configuration, QA Testing, Remediation, UAT Testing, Remediation, Go-live.
Change management was a big part of the implementation and was well-handled - Having implemented the platform many times before, I understand the change management process, and it was standard and straight forwards as expected.
- Customer lack of preparedness.
- Older backend system integrations.
Comments
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