Item: Bright Pattern Contact Center
Rating: 10
Author: Stuart Marsh

Use Cases and Deployment Scope

Gapcloud is a provider of contact centre technology and Bright Pattern Contact Center is simply the best omni-channel cloud contact centre platform we’ve ever seen which is why we partner with Bright Pattern Contact Center and take them to market. It gives us access to a premium service on which we can create an amazing contact centre experience for our customers. Gapcloud has a very diverse customer base so it's essential that we have a platform that delivers across a broad range of capabilities. Bright Pattern Contact Center's extensive and extensible feature set allows us to meet all of our customer's requirements and set them up for the future. Importantly, with Bright Pattern Contact Center, integration to 3rd party CRM, ITSM and other line of business applications is productised i.e. it's a configuration within the product, not a custom development. That means we can deliver the benefits of that integration to our customers on a modern platform and within the ultra reliable Bright Pattern Contact Center platform SLA.

Pros and Cons

Fantastic integration with Microsoft Teams and Azure Active Directory
Deep integration with CRM and ITSM systems and web based applications
Mobile app opens up new opportunities and supports multiple use case
Really easy to connect SMS to the voice channels
Allows us to bring best of breed AI services in to the contact centre
Excellent Quality Management tools
Extremely good outbound campaign management tools that are simple to use
Full set of APIs

The new Services Dashboard offers some really good resource management insights. Would like to see that extended.

Return on Investment

Bright Pattern Contact Center' reliability has allowed us to improve the overall SLA we offer
Bright Pattern Contact Center has allowed us to win business that we could not have done with other platforms
Bright Pattern Contact Center has enabled us to expand our product offering into new market spaces.

Support Rating

As a reselling partner, we are the first point of contact for our customers so we are very knowledgeable around the Bright Pattern Contact Center solution stack. However, Bright Pattern provide excellent in-country expertise and when we do need support, they are always very responsive. Bright Pattern Contact Center actively encourage product improvement feedback.

Usability

We work with and use the Bright Pattern Contact Center contact centre everyday.

Alternatives Considered

As a contact centre technology vendor we have experience of many different contact centre platforms. We chose Bright Pattern Contact Center because its the best omni-channel contact centre we've ever seen, it's incredibly reliable, its hosted in-country, it has the Microsoft integrations many of our customers want, we can integrate with virtually any CRM or ITSM system and the platform offers a vast feature set.

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

As a contact centre technology vendor, we haven't yet come across a customer for whom Bright Pattern Contact Center wasn't a great fit. The platform is well suited to any organisation that wants to deliver great customer service. Bright Pattern Contact Center universally gets great user ratings and there is a reason for that.

One of the best decisions we've made for our business

Overall Satisfaction with Bright Pattern Contact Center