Bright Pattern Contact Center vs. NICE CXone Mpower

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
NICE CXone Mpower
Score 8.2 out of 10
N/A
NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.
$71
per month per user
Pricing
Bright Pattern Contact CenterNICE CXone Mpower
Editions & Modules
Omnichannel CX
-
per month per seat
Call Center Standard
-
per month per seat
Digital CX
-
per month per seat
CXone Mpower Digital Agent
$71
per month per user
CXone Mpower Voice Agent
$94
per month per user
CXone Mpower Omnichannel Agent
$110
per month per user
CXone Mpower Essential Suite
$135
per month per user
Cxone Mpower Core Suite
$169
per month per user
CXone Mpower Complete Suite
$209
per month per user
CXone Mpower Ultimate Suite
$249
per month per user
Offerings
Pricing Offerings
Bright Pattern Contact CenterNICE CXone Mpower
Free Trial
YesYes
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 CenterNICE CXone Mpower
Considered Both Products
Bright Pattern Contact Center
Chose Bright Pattern Contact Center
More versatile than all of the above and a better implementation team.
Chose Bright Pattern Contact Center
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.
Chose Bright Pattern Contact Center
I appreciate the ease of the BP setup against the others, for example you have Studio with CXOne and unless you have had official training they dont want you to change the IVR they want to charge you or at least charge you several thousand to become trained in studio, Avaya was …
Chose Bright Pattern Contact Center
Bright Pattern offers many more options for scalability and the pricing is always best. The agent desktop and quick support is supirior in many ways but more importantly for us the price is best all while offering the same features and in some cases even more than its …
Chose Bright Pattern Contact Center
Bright Pattern prides itself on providing out-of-the-box functionality. Unlike many of the other platforms listed, there is no need to subscribe to additional options for increased feature functionality nor is there a need to implement additional plugins to get to a desired …
Chose Bright Pattern Contact Center
Bright Pattern Contact Center checked the majority of our boxes for current needs, and we really liked the level of control we had to build various flows or automation ourselves. We were also happy with the process for new product enhancement requests, and felt that our voices …
NICE CXone Mpower

No answer on this topic

Top Pros
Top Cons
Features
Bright Pattern Contact CenterNICE CXone Mpower
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
NICE CXone Mpower
9.1
563 Ratings
9% above category average
Agent dashboard9.030 Ratings9.5542 Ratings
Validate callers9.028 Ratings9.3457 Ratings
Outbound response9.128 Ratings9.6476 Ratings
Call forwarding9.227 Ratings9.0432 Ratings
Click-to-call (CTC)9.024 Ratings8.9392 Ratings
Warm transfer9.230 Ratings9.5515 Ratings
Predictive dialing9.625 Ratings9.1310 Ratings
Interactive voice response9.328 Ratings9.7364 Ratings
REST APIs9.227 Ratings8.1295 Ratings
Call scripts9.424 Ratings8.1316 Ratings
Call tracking9.026 Ratings9.1496 Ratings
Multichannel integration8.626 Ratings9.2354 Ratings
CRM software integration8.427 Ratings9.1353 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
NICE CXone Mpower
8.8
541 Ratings
8% above category average
Inbound call routing9.428 Ratings8.8499 Ratings
Omnichannel inbound routing8.927 Ratings8.5364 Ratings
Recording9.229 Ratings9.3481 Ratings
Quality management8.227 Ratings8.6466 Ratings
Call analytics8.824 Ratings8.5473 Ratings
Historical reporting8.929 Ratings9.2466 Ratings
Live reporting8.527 Ratings9.1452 Ratings
Customer surveys8.926 Ratings8.1291 Ratings
Customer interaction analytics8.621 Ratings9.3309 Ratings
Best Alternatives
Bright Pattern Contact CenterNICE CXone Mpower
Small Businesses
CloudTalk
CloudTalk
Score 8.7 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.7 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.7 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 7.8 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 7.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Bright Pattern Contact CenterNICE CXone Mpower
Likelihood to Recommend
9.7
(31 ratings)
9.3
(595 ratings)
Likelihood to Renew
9.1
(2 ratings)
9.8
(27 ratings)
Usability
9.4
(31 ratings)
8.9
(569 ratings)
Availability
10.0
(1 ratings)
3.7
(7 ratings)
Performance
9.0
(1 ratings)
9.2
(7 ratings)
Support Rating
9.7
(31 ratings)
8.4
(6 ratings)
In-Person Training
8.0
(1 ratings)
3.0
(4 ratings)
Online Training
7.0
(1 ratings)
8.4
(6 ratings)
Implementation Rating
5.8
(5 ratings)
7.7
(10 ratings)
Configurability
8.0
(1 ratings)
7.0
(4 ratings)
Contract Terms and Pricing Model
9.0
(1 ratings)
-
(0 ratings)
Ease of integration
9.0
(1 ratings)
7.0
(4 ratings)
Product Scalability
9.0
(1 ratings)
6.7
(7 ratings)
Vendor post-sale
10.0
(1 ratings)
4.4
(5 ratings)
Vendor pre-sale
10.0
(1 ratings)
4.4
(5 ratings)
User Testimonials
Bright Pattern Contact CenterNICE CXone Mpower
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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NICE Systems
I honestly cannot think of a scenario where it's less appropriate! It is well suited for easy access and ease of use and is literally at the click of a mouse. I couldn't ask for anything better for a time management platform.
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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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NICE Systems
  • Organizes everyone's interactions within the platform
  • Shows interactions real time with productivity stats
  • Makes Chat/Call quality a breeze with customizable quality forms
  • Easy to share an interaction within the company for others to review
  • Keeps everyone on track with scheduled lunches/breaks/meetings so you don't have to remember yourself and never miss another event again!
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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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NICE Systems
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
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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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NICE Systems
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
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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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NICE Systems
NICE CXone offers a very intuitive interface that is easy for our customers to understand in a short period of time and easy for us to administrate. All tools like Admin, ACD, Reporting, and Analytics are very user-friendly, and with little training, customers can reap the benefits of the tools.
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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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NICE Systems
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
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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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NICE Systems
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
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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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NICE Systems
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
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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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NICE Systems
We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
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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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NICE Systems
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
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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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NICE Systems
We love the use of our new tools. However, NICE staff turnover was frustrating. We lost ground each time a new team took over. Some people were good some were not as much. Some people did great training while others were not as helpful
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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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NICE Systems
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
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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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NICE Systems
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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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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NICE Systems
  • NICE CXone has allowed us the ability to, on specific teams, not have to back fill positions due to attrition.
  • NICE CXone has provided us insight into data metrics that we did not have before.
  • NICE CXone provides us with visibility into the productivity of our offshore agents which we did NOT have prior to our partnership.
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ScreenShots

Bright Pattern Contact Center Screenshots

Screenshot of Screenshot of Screenshot of

NICE CXone Mpower Screenshots

Screenshot of a holistic view of omnichannel call center metrics, with insights for everyone in the contact center. The CXone Mpower Dashboard aggregates both real-time and historical cross-domain data.Screenshot of CXone Mpower Copilot, which empowers agents with smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Mpower Workforce Management, used to anticipate business demands and optimize workforces, is an omnichannel forecasting and scheduling engine.Screenshot of CXone Mpower Studio, a tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Mpower Interaction Analytics, used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Mpower Performance Management, which aligns employee performance, contact center goals, and customer expectations with continuous improvement.