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Over Bright Pattern

Toonaangevende wereldwijde aanbieder van omnichannel cloudgebaseerde contactcentersoftware.

Meer informatie over Bright Pattern

Pluspunten:

BPCC is easy to manage and easy to maintain. We can able to build contact center in short span of days.

Minpunten:

Carrier Trouble ticket reporting can be hairy.

Beoordelingen van Bright Pattern

Gemiddelde score

Gebruiksgemak
4,7
Klantenservice
4,8
Functies
4,6
Prijs-kwaliteitverhouding
4,8

Waarschijnlijkheid van aanbeveling

9,2/10

Bright Pattern heeft een totaalscore van 4,8 van 5 sterren op basis van 104 gebruikersreviews op Capterra.

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Reviews filteren (104)

Marc
Marc
Head of Operations Support in Estland
Geverifieerde LinkedIn-gebruiker
Vrije tijd, reizen en toerisme, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

flexible approach to a flexible world

5,0 4 jaar geleden

Opmerkingen: its the personal touch that matters and the pride they have for their system. I am the sort of person who always asks "what if " or "could we" and they help me get those questions answered. and if its not there to be added or done i know it will be at some point.
nothing is to hard for them to do and the relationship i have developed with the team is like nothing i experienced with Aspect, Genesys or not so NICE. The so called better are really just bigger companies who have lost sight of the personal touch and truly working with clients

Pluspunten:

As per the title, it is the flexibility of the system and how easy it is to use! What takes BP to the next level is the service I receive from them. They want to learn and they want to get even better and to do that they actually engage with their customers. I was impressed by their original RFP presentation/demo! We were using an outdated version of their system which was supplied by Aspect so I was skeptical as the version we had was not good, but we found out Aspect were selling us a version which was 2 years old and everything was simply hard and had to be done their way. It turned out that feedback we had given aspect, BP had taken and improved their system and actually commented on a few of my employees by names that they were grateful for that and it helped them. so flexibility simplicity and their engagement is second to none and I would always recommend BP

Minpunten:

I haven't had any downsides as of yet and I am sure there will be some from time to time, but I am confident that whatever happens, they will go the extra mile to get it sorted

Darren
Managing Partner in VS
Telecommunicatie, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Bright Pattern Omnichannel CCaaS Review - Great enterprise omnichannel solutions

5,0 4 jaar geleden

Opmerkingen: Exceptional. Amazing platform that is a tremendous value

Pluspunten:

Bright Pattern has some of the most innovative omnichannel features including omnichannel quality management for monitoring 100% of interactions on all channels Bright Pattern has a mature offering and experienced executive team of contact center veterans One key thing that sets Bright Pattern apart from other vendors is their speed of deployment. They also have great and quick ROI. They are a great all-in-one solution but also have out-of-the-box integrations to fulfill the needs of any size of contact center both SMB and Enterprise.

Minpunten:

None that come to mind. There are no cons to BP. Can't go wrong with this software

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: GetApp

Great for the Start-up and MidSize Company

3,0 6 jaar geleden

Pluspunten:

Remote Cloud based system, requires an online download for the compatibility of the software to your desktop. Allows for call outcome and dispositions to be added, edited. Has user directory, can take notes on the caller. Can while on the call stop recording, saves the users daily call log. Allows for users calling inbound to be placed on a callback list which the system will generate a callback when the call volume decreases in the queue. The system is easy to use has mute functions on the screen if you do not have capabilities on your headset. Has caller ID for those callers in the system. Allows for transfers and holds. Employees get their own designated extensions for each campagin. Allows for campaigns to be set-up.

Minpunten:

The call log would be more effective if users could independently run stat comparisons or if it tallied for the user key information such as average call time, average hold time, average daily calls taken, and percentages of which disposition is used. Because call centers are so competitive and this information is monitored for employee performance. allowing employees to be accountable on their own for improvement wiill benefit the agent and company for better productivity due to agent awareness. Having the ability to pull up a call and see what you dispositioned it as would be useful as this is a function of FIVE9 that was very useful for agents to recall the call outcomes. It would be nice to hear a warning beep a minute before the next phone call comes in and 2 beeps 30 seconds before your next call comes in so agents are not still typing notes in the CRM and a call comes. Customers would complain that they would leave a number for a callback to be called back and placed on hold again, or not be called back at all. Need a feature for automatic call recording to be optional and when a user accepts an inter-office call it asks both users do you want the call recorded if both users do not say yes it does not record. I would get kicked out the system and it shows me as not ready but I would be on an active call but with no ability to disposition the call nor was it showing I was on a call which hurt my agent performance for calls not being dispositioned. Calls that are not dispositioned due to software failure, data connection etc. or being lost should somehow indicate rather than not dispositioned something like "network failure" so administrators do not think agents are simply not dispositioning call outcomes. Maybe possibly creating an integration with CRM software which when caller ID has identified the caller it can pull the account up in the CRM and calls which have not been dispositioned when a new call is taken the softphone will copy the major account changes to the call and for disposition it says OTHER-and action in the CRM such as refund, cancellation, no changes. If a user fails to log out of BrightPattern the next day when the system opens that user wiill have calls routed to them. Maybe having a feature which specifies times a user gets phone calls. to end or begin or both. This was a challenge when a user has a password on their keyboard and mgmt is not there and you can not sign in to the computer to log them out from taking phone calls. Or having a feature after 8 hours of no phone calls the phone will automatically go into sleep mode and not accept phone calls. Needs the ability to tell you which campaign a person is calling into, showing the phone number the person actually dialed.

Keith
CTO in VS
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

25 Years of Call Center Experience, BrightPattern is the best.

5,0 4 jaar geleden

Opmerkingen: One of the easiest systems to use I have encountered in 25 years of call center experience. The technology is amazing, and the customer service even better!

Pluspunten:

Ease of use, coupled with excellent features.Virtual queue callback should be more of a "thing".

Minpunten:

Virtual queue callback should be more of a "thing".

Heidi
Customer Service Manager in VS
Detailhandel, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Great Product

5,0 5 jaar geleden

Opmerkingen: I love Bright Pattern, from the beginning the demo was great, explained things in great detail. As we moved our services over to them they have been super easy to work with.

Pluspunten:

I love that all of our customer interactions are on one platform. Very user friendly and simple to program. I was part of implementing this software, it was easy to train and easy for agents to learn. The software has great documentation if you need assistance, otherwise their support team has been great! They respond quickly and are easy to work with.

Minpunten:

When there are changes made or updates I am not notified of the changes that are made.

Jennifer
Business Systems Analyst in VS
Automotive, 501-1.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer
Bron: SoftwareAdvice

Eerder overwogen alternatieven:

Huge automation potential!

5,0 vorig jaar

Opmerkingen: We've reduced contacts and improved our level of reporting. Agents have quickly adopted the platform and appreciate the improved experience.

Pluspunten:

Integration and implementation was smooth, it's easy to use, and we love the level of control and flexibility we have when building voice and chat scenarios.

Minpunten:

Email routing does not currently have the same level of flexibility and features available.

Sean
Director of Operations Technology in VS
Telecommunicatie, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Strong omni-channel support tool

4,0 5 jaar geleden

Opmerkingen: Really well designed and supported omnichannel tools that is well integrated with other tools. My favorite feature is the flexible scenario planning. We have been almost able to do everything. We are pretty creative and have been able to be very creative with our deployment.

Pluspunten:

They have a great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.

Minpunten:

We have had issues with the chat tool and would love more asynchronous capabilities but it has worked for us.

Othmar
VP Marketing in VS
Kantoorbenodigdheden, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Omnichannel in the cloud!

5,0 5 jaar geleden

Opmerkingen: We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.

Pluspunten:

We love the ease of use of the platform and the endless omni-channel capabilities. It is an open platform which allowed us to integrate with our key software platforms such as Zendesk.

Minpunten:

It is not well known in the marketplace but that will change soon.

Mike
Director, Strategic Accounts in VS
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

CCaaS best option

5,0 4 jaar geleden

Opmerkingen: Very supportive and responsive; easy to work with, and always there when help was needed

Pluspunten:

Ease of implementation and low cost of entry

Minpunten:

Cannot think of anything. Would buy again.

Daniel
Manager B2B Technology in Colombia
Telecommunicatie, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Simple to Use

5,0 4 jaar geleden

Opmerkingen: We have found a powerful tool easy to setup and to configured. Same as the main features we need for a modern customer contact center.

Pluspunten:

Having access to all functionalities via web based is great for remote over the top agents supervisor and administrators.

Minpunten:

Consuming software from the Cloud is challenge when we need to integrate our on promises applications like reporting and compliance (Bulk export) storage for recordings

Michelle
Client Service Manager in VS
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great service and awesome call quality

5,0 7 jaar geleden

Opmerkingen: Freedom to work from a remote location

Pluspunten:

Easy to use, great call quality. Nice to work from pretty much anywhere. also nice to have the handy help tool with preloaded email address.

Minpunten:

When you are on a call, break, lunch or otherwise set away/not available for calls it would be nice if calls went directly to VM. Also when you are on lunch and break when someone calls the timer resets. The call box is small so when you are looking for a phone number in the directory s it can take awhile. This is secondary but it would be great it he ring ring was different for like a group message or if someone is sending something directly to you on the phone.

Brian
Technology Director Cloud Architecture
Computersoftware, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

Powerful, Flexible, and True SaaS

5,0 7 jaar geleden

Opmerkingen: First, the Brightpattern team is extremely customer focused and always willing to support customizations, or modifications to the product to address feature requirements in a quickly changing market. The service pattern product is forward looking, and built for the cloud. I view this as a very safe investment in the critical customer care market that has become one of the key ways in which businesses can differentiate themselves

Pluspunten:

True Omni-Channel routing agent interface. Simplified administration, from 0 to live and routing interactions in minutes High reliability 99.999% and better.

Minpunten:

Quality Management in need of improvement, control for ensuring TCPA compliance in outbound campaigns.

Aguasanta
Manager Support in Colombia
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

excellent omnichannel contact center platform

5,0 vorig jaar

Opmerkingen: With the tool we have been able to perform many integrations or customization to meet the needs of our internal and external customers.

Pluspunten:

Easy to use and implement, very intuitive interface and very robust.

Minpunten:

The platform has many functionalities and features that help us in our day to day work.

Briana
Operations Manager
Financiële dienstverlening, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

Great Support for an easy to use softphone platform

5,0 7 jaar geleden

Opmerkingen: Bright Pattern is the best softphone VoIP provider we've found. Their service is top quality - we've had no issues since we migrated over a year ago. They were able to help us build a relatively complex and unique phone routing system. When they didn't have a feature we needed, they helped us build it or figure out a way to reach the same goal in a different way. Their support team has been world class. It has been a pleasure to work with them and most of the time I don't have to think about our phone system - which is exactly what I want - a scalable, no fuss, working system for our team.

Pluspunten:

Exemplary technical support with a reliable, quality product. Agents like the easy UI and simple tools.

Minpunten:

Some set-up is confusing and counter-intuitive

Jowie
Sr. Voice Engineer in VS
Informatietechnologie en -diensten, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Contact center administration made easy

5,0 4 jaar geleden

Opmerkingen: Agents were able to adapt to work from home using BPCC especially this pandemic times.

Pluspunten:

BPCC is easy to manage and easy to maintain. We can able to build contact center in short span of days.

Minpunten:

BPCC needs more detailed explanation of errors and reference codes in the documentation so we can troubleshoot issues effectively.

Gerald
Global Head of Customer Service in Ierland
Informatietechnologie en -diensten, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Enterprise grade omni-channel cloud based customer engagement solution

5,0 6 jaar geleden

Opmerkingen: Business continuity, single unified global platform seamlessly access by agents in 3 sites in 3 different countries, omni-channel

Pluspunten:

Intuitive UI/UX and functionality for users at all levels from agent through to department head with an awesome team at BrightPattern to compliment.

Minpunten:

Quality management functionality for assessing interactions is limited

Padmanabh
Support Engineer in India
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

BrightPattern Review

5,0 4 jaar geleden

Pluspunten:

The software is very easy to use and the implementation time required is also very short when considered with the order players in the market.

Minpunten:

Any new enhancement takes lot of time to be implemented.

Sujay
Systems Administrator in Ierland
Beveiliging en opsporing, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Easy to use

4,0 5 jaar geleden

Pluspunten:

Does what it says on the tin and is very easy to use. Excellent customer service, the guys are always available for a quick call.

Minpunten:

Quality Grading is very basic , roles could be furter fine tunes

Brett
Technical Support Specialist in VS
Telecommunicatie, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

A decent virtual IVR for making and receiving customer support calls

4,0 6 jaar geleden

Pluspunten:

You can use it as a softphone, route to a deskphone, or connect with an external number like a cellphone. This makes it versatile and great for work-from-home implementations. Integrates with ticketing software like Zendesk well.

Minpunten:

Not the most reliable system and frequently encounters SIP errors or logs itself out without clear notification to the user. Seems to happen more often when opening new tabs. This may be due to using it as an app within another system, but it means you have to be vigilant about your current status. I also use this in a low-volume environment, so not sure how the experience would be if I was using it for a true call center.

Greg
Sr. Project/Operations Manager in VS
Outsourcing/Offshoring, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Overall Great!

5,0 7 jaar geleden

Opmerkingen: Using BP is overall simple and working with the support team is great. I only wish it was easier to create reports in the system (not using JS).

Pluspunten:

Easy to use

Minpunten:

Difficult to create new reports

Brandon
Customer Care Operations Manager in VS
Consumentendiensten, 51-200 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Solid software with an incredible integration team

5,0 3 jaar geleden

Pluspunten:

Bright Pattern is solid software. Few to no outages in the last 6 months. End users picked it up quickly. The implementation team was a dream to work with. API integrations were easy to work with for someone with a systems background. Overall, we're happy.

Minpunten:

Admin experience is good, but some areas have room for improvement (ex: settings are not always where you'd expect them).

Toni
Software Developer in Noord-Macedonië
Bankwezen, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Excellent for the money

5,0 5 jaar geleden

Pluspunten:

It is browser based you don't need any other software to be able to use

Minpunten:

Administrator need to have some programing knowledge like JSON to set up the system

Branden
Branden
Project Manager in VS
Geverifieerde LinkedIn-gebruiker
Werving en selectie, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Bright Pattern

5,0 4 jaar geleden

Pluspunten:

As a project manager scope, milestones and priorities change in the middle of a project due to unforeseen reasons. Bright Pattern's implementation team acted flawless in beating our demanding deadlines and still capturing 100% quality. One of the best implementation I've experienced in my career. Their a great partner, keep up the flawless execution.

Minpunten:

Bright Pattern is currently looking to explore additional SMS capabilities.

Phil
Channel Manager in VS
, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Partnership Review

5,0 7 jaar geleden

Opmerkingen: We have been a partner with Bright Pattern for nearly a year now and have had nothing but a fantastic experience in working with them. They have a top notch solution that rivals and surpasses some of the largest competitors in the market. From their robust product set to their friendly and knowledgeable staff, you can definitely expect to have a great experience when working with Bright Pattern.

Pluspunten:

It is easy to use, has a ton of robust features and integration capabilities, and flexible to access via web interface.

Eric
CEO in VS
Informatietechnologie en -diensten, Zelfstandig ondernemer
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Bright pattern is ready to compete

5,0 4 jaar geleden

Opmerkingen: Exceptional

Pluspunten:

The features and functionality are industry best practice, but the people and support are amazing.

Minpunten:

Pricing could always be better with any vendor a company looks at