Bright Pattern Review by System Administrator in Healthcare IT
October 02, 2024
Bright Pattern Review by System Administrator in Healthcare IT
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Bright Pattern Contact Center
My organization is a large healthcare network and Bright Pattern is the phone software used for our I.T. Service Desk.
Bright Pattern has addressed many business
problems for us:
>In comparison to our previous phone system
solution, we went from weekly service interruptions to 100% availability every month.
>Simple to use and easy to understand agent
desktop. Our agents had no trouble adapting to the front end.
>Bright Pattern offers many different methods
for which we can integrate with other applications and API's.
>The Bright Pattern historical database is awe
inspiring. There is beauty in the data and how it is organized. Bright Pattern
offers many out of box reports that are great, but from the novice report
writer to the data scientist, there is a lot that can be done. We can answer tons
of questions that we were never able to before now that the data is available
and organized intelligently.
Bright Pattern has addressed many business
problems for us:
>In comparison to our previous phone system
solution, we went from weekly service interruptions to 100% availability every month.
>Simple to use and easy to understand agent
desktop. Our agents had no trouble adapting to the front end.
>Bright Pattern offers many different methods
for which we can integrate with other applications and API's.
>The Bright Pattern historical database is awe
inspiring. There is beauty in the data and how it is organized. Bright Pattern
offers many out of box reports that are great, but from the novice report
writer to the data scientist, there is a lot that can be done. We can answer tons
of questions that we were never able to before now that the data is available
and organized intelligently.
Pros
- High Availability
- Database
- Integration
- Reporting
- Development
- Skilled Support Staff
- Helpful Professional Services
Cons
- Feature requests take too long to be evaluated and implemented
- The support website form asks too many questions
- When submitting a ticket, the automated emails are not helpful
- 9% Availability
- Automated many processes that saved hours
- Improved our internal processes
- Saved time through integration with incident mgmt tool
- Improved service desk adherence to KPI's
- Customer Surveys allow us to gauge customer satisfaction
I have experience using Cisco Connection Center (or something like that) and HEAT/ivanti Voice.
Cisco was good and dependable, but overly convoluted and the database was impossible to
deal with. This was a long time ago, so I do not know if there have been any
improvements.
HEAT/Ivanti Voice was great because it has
integrations with ITSM. Its main downfall was that it was old and often
suffered from unexpected service interruptions. The product was not updated
very often and the new versions that came out only contained a handful of fixes
and no new features. It seems like an abandoned product. The admin GUI
was clunky and the agent desktop application often broke and agents were not
able to sign back in.
Bright Pattern in comparison doesn’t suffer
from any of these problems and has set a new standard for what to expect.
Cisco was good and dependable, but overly convoluted and the database was impossible to
deal with. This was a long time ago, so I do not know if there have been any
improvements.
HEAT/Ivanti Voice was great because it has
integrations with ITSM. Its main downfall was that it was old and often
suffered from unexpected service interruptions. The product was not updated
very often and the new versions that came out only contained a handful of fixes
and no new features. It seems like an abandoned product. The admin GUI
was clunky and the agent desktop application often broke and agents were not
able to sign back in.
Bright Pattern in comparison doesn’t suffer
from any of these problems and has set a new standard for what to expect.
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
Comments
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