Fantastic ability to automate contacts!
February 22, 2023

Fantastic ability to automate contacts!

Jennifer Hainsworth | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bright Pattern Contact Center

We were excited to switch our contact center to use Bright Pattern Contact Center omni-channel solution to support our agents. We love the functionality we're able to customize for voice and chat IVRs and the automation were able to complete. Between the automation and the true omnichannel experience we've been able to significantly reduce our contacts!

Pros

  • Automation
  • Customization

Cons

  • Email routing
  • Quick deployment
  • Great adoption from end users
  • Reduction in contacts due to automations
I cannot say enough wonderful things about our support team! They were extremely knowledgeable about their product and helped us develop some creative solutions to some of our problem areas.
It wasn't immediately intuitive to us, however after just a couple hours of training and working in a sandbox environment we were feeling comfortable and happy with the level of control we have.
Bright Pattern Contact Center checked the majority of our boxes for current needs, and we really liked the level of control we had to build various flows or automation ourselves. We were also happy with the process for new product enhancement requests, and felt that our voices would be heard.

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

Contact centers with a high volume of voice and chat contacts could definitely benefit from the functionality provided when building out scenarios. This functionality does not yet exist for email, so email routing and the ability for automation is fairly limited without 3rd party applications.

Bright Pattern Contact Center Feature Ratings

10.0
Agent dashboard
Not Rated
Validate callers
Not Rated
Outbound response
10
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
Not Rated
Multichannel integration
10
CRM software integration
Not Rated
8.8
Inbound call routing
10
Omnichannel inbound routing
8
Recording
10
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
8
Live reporting
Not Rated
Customer surveys
8
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Bright Pattern Contact Center Implementation

Implementation was successful and went as expected. We worked with our support team at Bright Pattern Contact Center to document our requirements and build a release plan. Our team was greatly supportive throughout the entire process.
  • Implemented in-house
Change management was a small part of the implementation and was well-handled - Allowing agents time to practice in a sandbox environment was hugely beneficial. Overall agents were excited by the improvements over our prior platform.

Comments

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