Item: Bright Pattern Contact Center
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We were looking for an omnichannel solution, and Bright Pattern was delivered! We had a handful of problems that they helped us address. First, we pushed email contacts to our agents, but we still wanted agents and management to have the ability to view emails in the queue and pull them when needed. Second, we were looking for greater automation capabilities and really for our team to be able to control more of the product and make changes on the fly. We've been able to automate a significant number of our contacts with Bright Pattern, and more importantly, we were able to build those automations ourselves!

Pros and Cons

Voice & chat scenarios - tons of great capabilities to deflect customers.
Ability for us to manage and build our own platform.
Amazing support from onboarding team.

Email capabilities - we'd like to see the same level of capabilities that chat and voice scenarios have.
We'd like email and chat transcripts to be part of the historical reporting API.

Return on Investment

Increase in deflected (automated) calls and chats.
Improved quality - ability to record 100% of calls.
We've seen increased handle times, however this was expected as we continue to automate simpler contacts.

Support Rating

I could not recommend our onboarding enough - they were absolutely fantastic teaching us about the product, building out our platform right alongside us for go live, and have continued to support us since. They're always willing to help us think of creative and new ways the platform can help us solve problems and are always willing to jump on a call and help us figure out any issues we're having. Support was a pain point for us in our previous solution, and we could not be happier with Bright Pattern's level of care!

Usability

Bright Pattern's Admin tool gives you access to everything you could need to build out your platform and is pretty intuitive. And anything that isn't intuitive - has an awesome help article that's super easy to find to walk you through what you need.

Alternatives Considered

NICE CXone, Five9 and Dixa

Bright Pattern had the highest percentage of what we were looking for out of the box, and we also felt our voice would be heard best regarding new enhancements.

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

Other Software Used

Calabrio ONE, Azure AI Studio

Likelihood to Recommend

Bright Pattern has been fantastic in allowing us to automate voice and chat contacts, and we're currently building out scenarios that will allow us to automate even more. It's super simple to collect data from customers, and using some API calls provides the answers they're looking for without a human needing to get involved. There is less functionality currently for emails. Emails can be routed to queues based on keywords, and auto-replies can be sent, but it's pretty basic functionality. We'd love to see some of the enhanced capabilities offered in voice and chat scenarios for email.

Excellent Automation Capabilities!

Overall Satisfaction with Bright Pattern Contact Center