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.
Read full review 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.
Read full review Pros 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 Read full review 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. Read full review Cons 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 Read full review It occasionally crashes or slow down, but it usually works great. Costly. Read full review Likelihood to Renew 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
Read full review Usability 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.
Read full review 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.
Read full review Reliability and Availability 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.
Read full review Performance 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.
Read full review Support Rating 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
Read full review In-Person Training 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.
Read full review Online Training 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.
Read full review Implementation Rating 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
Read full review 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.
Read full review Read full review Scalability 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
Read full review Return on Investment 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 Read full review 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. Read full review ScreenShots Bright Pattern Contact Center Screenshots