Item: Bright Pattern Contact Center
Rating: 10
Author: Dave Hampton

Use Cases and Deployment Scope

We use Bright Pattern as our contact center platform in our Managed Services division. It's mature and simple to use integration with ServiceNow is enabling us to drive up Customer Satisfaction with a more efficient service. We are looking forward to working with the BP Team to implement a truly omnichannel experience.

Pros and Cons

Mature ServiceNow integration
Supervisor level administration is extremely intuiative
Native wallboard functionality is excellent

Native reporting takes some getting used to.

Return on Investment

Too early to tell.

Support Rating

The support team is really responsive and helpful.

Usability

Admin level permissions to agent level are really intuitive.

Key Insights

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

Other Software Used

ServiceNow IT Service Management

Likelihood to Recommend

The platform is suited for anyone that requires contact center functionality and has the desire to complete a level of administration themselves. Add in the myriad of integrations it has out of the box it is a very well-rounded tool.

Excellent!

Overall Satisfaction with Bright Pattern Contact Center