Bright Pattern Contact Center vs. Microsoft Dynamics 365 Customer Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Bright Pattern Contact Center
Score 9.7 out of 10
Enterprise companies (1,001+ employees)
Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be…N/A
Microsoft Dynamics 365 Customer Service
Score 8.5 out of 10
N/A
Microsoft Dynamics 365 Customer Service is designed to create positive experiences through any channel and on any device to exceed customer expectations.
$50
per month per user
Pricing
Bright Pattern Contact CenterMicrosoft Dynamics 365 Customer Service
Editions & Modules
Omnichannel CX
-
per month per seat
Call Center Standard
-
per month per seat
Digital CX
-
per month per seat
Dynamics 365 Customer Service Professional
$50
per month per user
Add-In - Chat
$60
per month per user
Add-In - Voice Channel
$75
per month per user
Add-In - Digital Messaging
$75
per month per user
Add-In - Digital Messaging and Voice
$90
per month per user
Dynamics 365 Customer Service Enterprise
$95
per month per user
Offerings
Pricing Offerings
Bright Pattern Contact CenterMicrosoft Dynamics 365 Customer Service
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsOne-time set-up fee includes 45 hours of services for workflow implementation and training: Discovery and Design Workshop; Configuration and Customization to customer requirements; Testing and Evaluation; Agent and Supervisor Training; Administration Mentoring & Knowledge Transfer
More Pricing Information
Community Pulse
Bright Pattern Contact CenterMicrosoft Dynamics 365 Customer Service
Top Pros
Top Cons
Features
Bright Pattern Contact CenterMicrosoft Dynamics 365 Customer Service
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Bright Pattern Contact Center
9.1
31 Ratings
9% above category average
Microsoft Dynamics 365 Customer Service
-
Ratings
Agent dashboard9.030 Ratings00 Ratings
Validate callers9.028 Ratings00 Ratings
Outbound response9.128 Ratings00 Ratings
Call forwarding9.227 Ratings00 Ratings
Click-to-call (CTC)9.024 Ratings00 Ratings
Warm transfer9.230 Ratings00 Ratings
Predictive dialing9.625 Ratings00 Ratings
Interactive voice response9.328 Ratings00 Ratings
REST APIs9.227 Ratings00 Ratings
Call scripts9.424 Ratings00 Ratings
Call tracking9.026 Ratings00 Ratings
Multichannel integration8.626 Ratings00 Ratings
CRM software integration8.427 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Bright Pattern Contact Center
8.8
29 Ratings
8% above category average
Microsoft Dynamics 365 Customer Service
-
Ratings
Inbound call routing9.428 Ratings00 Ratings
Omnichannel inbound routing8.927 Ratings00 Ratings
Recording9.229 Ratings00 Ratings
Quality management8.227 Ratings00 Ratings
Call analytics8.824 Ratings00 Ratings
Historical reporting8.929 Ratings00 Ratings
Live reporting8.527 Ratings00 Ratings
Customer surveys8.926 Ratings00 Ratings
Customer interaction analytics8.621 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Bright Pattern Contact Center
-
Ratings
Microsoft Dynamics 365 Customer Service
8.5
2 Ratings
7% above category average
Organize and prioritize service tickets00 Ratings10.02 Ratings
Expert directory00 Ratings8.02 Ratings
Subscription-based notifications00 Ratings10.01 Ratings
ITSM collaboration and documentation00 Ratings3.02 Ratings
Ticket creation and submission00 Ratings10.02 Ratings
Ticket response00 Ratings10.02 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Bright Pattern Contact Center
-
Ratings
Microsoft Dynamics 365 Customer Service
5.5
2 Ratings
33% below category average
External knowledge base00 Ratings3.02 Ratings
Internal knowledge base00 Ratings8.02 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Bright Pattern Contact Center
-
Ratings
Microsoft Dynamics 365 Customer Service
7.8
2 Ratings
1% above category average
Customer portal00 Ratings8.02 Ratings
IVR00 Ratings5.02 Ratings
Social integration00 Ratings8.02 Ratings
Email support00 Ratings10.02 Ratings
Help Desk CRM integration00 Ratings8.02 Ratings
Best Alternatives
Bright Pattern Contact CenterMicrosoft Dynamics 365 Customer Service
Small Businesses
CloudTalk
CloudTalk
Score 8.7 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.7 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 7.8 out of 10
Front
Front
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Bright Pattern Contact CenterMicrosoft Dynamics 365 Customer Service
Likelihood to Recommend
9.7
(31 ratings)
10.0
(2 ratings)
Likelihood to Renew
9.1
(2 ratings)
-
(0 ratings)
Usability
9.4
(31 ratings)
10.0
(1 ratings)
Availability
10.0
(1 ratings)
-
(0 ratings)
Performance
9.0
(1 ratings)
-
(0 ratings)
Support Rating
9.7
(31 ratings)
-
(0 ratings)
In-Person Training
8.0
(1 ratings)
-
(0 ratings)
Online Training
7.0
(1 ratings)
-
(0 ratings)
Implementation Rating
5.8
(5 ratings)
-
(0 ratings)
Configurability
8.0
(1 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.0
(1 ratings)
-
(0 ratings)
Ease of integration
9.0
(1 ratings)
-
(0 ratings)
Product Scalability
9.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
10.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Bright Pattern Contact CenterMicrosoft Dynamics 365 Customer Service
Likelihood to Recommend
Bright Pattern, Inc.
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.
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Microsoft
With the constant changes included in the product, we can now use it for all the customer service scenarios / channels, for e.g. earlier for voice, we had to buy 3rd party CTI based tools, but now Voice Channel being available as the part of the product, that solves that thing. Also we see constantly new AI-driven features added to the product that could save lot of time of the agents while working on the cases like case summary, automate email generation, sentiment analysis etc.
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Pros
Bright Pattern, Inc.
  • AI platform integration - IBM Watson, Google Dialogflow, for example
  • Quality Management - out of the box sentiment anlysis
  • Unified agent desktop - ability to see all channels in one pane of glass
  • Robust analytic widgets that can also drive wall boards
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Microsoft
  • Dynamic CS allows you to access a wider customer base and gain artificial intelligence-powered insights into numerous client interaction activities.
  • It assists in gaining deep insights into numerous data analyses performed on various customer interaction activities, as well as data visualization and customer satisfaction enhancement.
  • This product has been extremely beneficial to my firm since it allows us to communicate with customers via a variety of channels, including e-mail and social media.
  • Extensible, and Microsoft responds rapidly to market demand with new features. In terms of service, both Microsoft customer success and technical teams collaborate closely to ensure appropriate delivery.
  • A better way to track client interactions is SaaS-based cloud services. This software may also be linked to outlook.
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Cons
Bright Pattern, Inc.
  • That they had a text and voice analysis module Que tuvieran un modulo de analisis de texto y voz
  • Customized agent interface with company logos. Interfaz de agente personalizada con logos de la empresa
  • The softphone, when entering multiple interactions, causes the advisors to become confused when they have several. It should be less complex and more adaptable.
  • El softphone al momento de ingresar varias interacciones, los asesores se pierden cuando tienen varios. que sea menos complejo y mas adaptable
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Microsoft
  • It occasionally crashes or slow down, but it usually works great.
  • Costly.
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Likelihood to Renew
Bright Pattern, Inc.
Es una plataforma confiable, en la que ya tengo bastante tiempo utilizando y conociendola. Entonces me siento confiada en volver a utilizarla dentro de la empresa e igual que al ofrecer a mis clientes internos y externos, además con el roadmap que nos brindan estoy segura que seguirá innovando cada vez
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Microsoft
No answers on this topic
Usability
Bright Pattern, Inc.
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.
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Microsoft
Microsoft Dynamics 365 Customer Service is generally very user-friendly, especially for those familiar with Microsoft products. The strength of Microsoft Dynamics 365 Customer Service is its integration with Outlook and Microsoft Office products like Word, Excel etc. and it user interface being similar to those products. This makes it easy for user to adopt to any new app.
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Reliability and Availability
Bright Pattern, Inc.
It is always on. The only outage to date that I have experienced was with an upstream telco provider a few years ago. The inbound leg telco was hit by a DDOS attack which led to delays in routing calls to the platform. This was not the fault of the Bright Pattern platform but the telco provider. We have had a few minor carrier issues with call quality, or a handful of brief drops, but Bright Pattern is quick to identify these and change carriers when it starts to happen.
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Microsoft
No answers on this topic
Performance
Bright Pattern, Inc.
All pages load when expected, and reports render either in the web browser or as a download. I never really have issues with accessing the admin or agent desktop sites. It just works.
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Microsoft
No answers on this topic
Support Rating
Bright Pattern, Inc.
Although we have only had 1 very short outage in our 4 years of service. Bright Pattern support was easy to contact and solved our sisue very quickly as well as provided more than adequate information on an RCA (Root Cause Analysis) for our clients
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Microsoft
No answers on this topic
In-Person Training
Bright Pattern, Inc.
In-person and virtual training was great, but Bright Pattern could use some online training videos similar to other platforms. I would welcome online training videos to keep the steady flow of new agents up to date. Admin training is one of the largest areas that need video. The static documentation is great. It is pretty easy to follow and configure your contact center as you progress through each step. The documentation is available online on an easy to use knowledgebase or wiki style site. You do not need a user account to access the help docs, meaning that users at any level can freely access the materials to learn about the platform.
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Microsoft
No answers on this topic
Online Training
Bright Pattern, Inc.
Online training is documentation based only. It is thorough and step by step, but no videos. It would also be helpful to have more information within the help docs on custom reporting. I find that many of the Bright Pattern specific configurations for the Jasper Reporting Server have to be "stumbled" across through existing report templates and they are not clearly listed out somewhere. In person training will not generally go into great depth on report customizations.
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Microsoft
No answers on this topic
Implementation Rating
Bright Pattern, Inc.
As an implementor, I have found the Bright Pattern Contact Center very easy to work with. The platform operates in the manner which I think. Therefore, everything I do seems logical and works exactly as expected. Many solutions are much more difficult to work with and make implementations difficult
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Microsoft
No answers on this topic
Alternatives Considered
Bright Pattern, Inc.
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.
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Microsoft
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Scalability
Bright Pattern, Inc.
Very flexible and will scale without any intervention from my team. Scaling at the carrier/telco layer is handled by Bright Pattern, if you use their offered telecom
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Microsoft
No answers on this topic
Return on Investment
Bright Pattern, Inc.
  • We saved customers between 30% - 40% of the cost of their current omnichannel contact center solutions when we implemented Bright Pattern Contact Center
  • Very quick to implement so we are able to service more customers with same number of staff
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Microsoft
  • It has help us serve our customers better and get Support Contracts from them after we have designed / developed and deployed Microsoft Dynamics 365 Customer Service based solutions for them
  • Ease of Routing it to appropriate customer support agent
  • Because of multiple channel support we now give our customers option to raise a ticket or connect with their preferred communication medium, be it email, SMS, Chat etc.
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ScreenShots

Bright Pattern Contact Center Screenshots

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