Item: Bright Pattern Contact Center
Rating: 10
Author: Brandon Allen

Use Cases and Deployment Scope

We use Bright Pattern Contact Center for telephony and SMS communication to qualify for loan and financial services products. Our sales team is able to easily see KPI's of their piers. As well, our partners require recorded calls for compliance and we are easily able to access and upload to our CRM.

Pros and Cons

Dependable Telephony Services
Easy to use SMS
Excellent reporting for KPI's

Call routing is set by skill level. We want certain skills levels to have round robin call routing and random is only allowed. This causes and unfairness in call routing amongst skill levels.

Return on Investment

Reliability is key. Outages would cost us thousands of dollars per hour.

Support Rating

Support response if very quick with immediate resolution.

Usability

We have entry level to senior level team with varying skill levels. All are able to use Bright Pattern Contact Center with ease.

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

Bright Pattern Contact Center is well suited based on reliability. We have been using services for over 6 years without any outages or system issues.

Our team is able to easily work remotely using the Agent Desktop and communicate well pier to pier.

Call monitoring and coaching is great on Manager level.

Bright Pattern Contact Center is great for CS/Chat/SMS and has room for improvement for sales teams.

Bright Pattern Contact Center makes things happen for me!

Overall Satisfaction with Bright Pattern Contact Center