Chats and Calls and Automation - Oh My
Updated March 16, 2023

Chats and Calls and Automation - Oh My

Haley Bibby | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bright Pattern Contact Center

My company uses Bright Pattern Contact Center to provide phone and chat support to 3,000-5,000 employees a day, 26,00+ a week. As the person in charge of creating and maintaining these phone and chat trees, I have worked closely with the Bright Pattern Contact Center. The contact center representatives are knowledgeable and helpful. They are quick to assist with my questions and have helped me to implement many new features into our support lines. We have been able to automate processes to cut down on the workload for our own support agents. If I have a request that is not currently available, the representatives have been able to help me find alternate solutions.
  • Replies quickly to emails
  • Agents are always pleasant to speak with.
  • Provide alternate solutions if a requested feature is not yet available.
  • Better integration with ticketing systems
  • 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.
Bright Pattern Contact Center's support agents are always pleasant and ready to help. Any issue I have brought to their attention they have been able to either correct it or offer a good alternate solution. If any issues need to be researched, they are prompt with updates and reply to my emails quickly.
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.

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?

I wasn't involved with the selection/purchase process

Did implementation of Bright Pattern Contact Center go as expected?

I wasn't involved with the implementation phase

Would you buy Bright Pattern Contact Center again?

Yes

Bright Pattern Contact Center allows our agents to see their chats and calls all in one place. Bright Pattern Contact Center also allows us to connect our tickets with the interactions to help our agents stay organized as they assist multiple users at once. With the reporting and quality management features, we are able to target where our support can be improved.

Bright Pattern Contact Center Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
10
Call tracking
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10