Item: Bright Pattern Contact Center
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Bright Pattern Contact Center to support our agents who primarily take inbound calls, but also work occasional outbound call campaigns. Bright Pattern Contact Center offers us the flexibility to route the calls in ways that best suit our agents' skills and our organization's goals. The reporting features are helpful to our workforce management team and the simple UI and configurable alerts allow our agents and supervisors to respond quickly to customers' needs.

Pros and Cons

Stability
Integrations
Customer Service

Custom Reporting

Return on Investment

Smooth implementation
Stable operation
Easy to onboard new staff
Good CRM integration

Support Rating

They respond to critical issues quickly, but it can take a longer time to get a response on less urgent issues, like reporting requests. I've only had to call after hours a couple of times, but there's always been someone around to help, which is really nice to be able to count on.

Usability

It's pretty simple for agents to pick up quickly, it takes a bit longer for supervisors to get familiar with. QA tools are pretty barebones but functional enough. It can be as simple or complex as you need it to be, if you spend some time configuring the settings or working with Bright Pattern's support team to build out what you need.

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

Likelihood to Recommend

Overall my experience with Bright Pattern has been positive, and it's definitely an improvement over other systems we have tried in the past. Implementation went smoothly, and the support we received from Bright Pattern's team has been great. I wish there were a simpler way to customize reports without having to use Jaspersoft, but the stock reports are pretty useful as-is.

Bright Pattern Contact Center provides simple and effective solutions for our midsize contact center

Overall Satisfaction with Bright Pattern Contact Center