Avis clients sur Bright Pattern

flexible approach to a flexible world

Commentaires : 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

Avantages :

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 We were using an outdated version of their system which was supplied by Aspect so I was skeptical as the version we had was not good, but we found out Aspect were selling us a version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

Inconvénients :

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

Bright Pattern Omnichannel CCaaS Review - Great enterprise omnichannel solutions

Commentaires : Exceptional. Amazing platform that is a tremendous value

Avantages :

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.

Inconvénients :

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

Great for the Start-up and MidSize Company

Avantages :

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.

Inconvénients :

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.

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

Commentaires : 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!

Avantages :

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

Inconvénients :

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

Great Product

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Huge automation potential!

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

Avantages :

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.

Inconvénients :

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

Strong omni-channel support tool

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Omnichannel in the cloud!

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

CCaaS best option

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

Avantages :

Ease of implementation and low cost of entry

Inconvénients :

Cannot think of anything. Would buy again.

Simple to Use

Commentaires : 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.

Avantages :

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

Inconvénients :

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

Bright Pattern

Commentaires : Trusource Labs is third-party contact center outsourcing company. As such, we are exposed to a number of different cloud contact center and ACD solutions. Our experience with Brightpattern has been great. We have been using Brightpattern for about two-and-a-half years now. During that time there have been a steady release of updates and improvements. Brightpattern is very receptive to customer requests and enhancements. We mostly use the voice capabilities, however we also use chat/SMS and have currently started working on integration with a mobile app. We have integrated Brightpattern with Salesforce and Zendesk. Zendesk integration was pretty seamless. The integration allows us to make routing decisions based on customer information stored in Zendesk, further customizing the interaction flow. In the end, not everything goes as planned. Questions, as well as problems have come up, and the knowledgeable support staff has always been very responsive in answering questions and resolving problems.

Avantages :

Flexible and powerful.

Inconvénients :

Custom reporting is a little difficult, however this is being addressed in a coming release.

Great service and awesome call quality

Commentaires : Freedom to work from a remote location

Avantages :

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.

Inconvénients :

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.

Powerful, Flexible, and True SaaS

Commentaires : 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

Avantages :

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

Inconvénients :

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

Bright Pattern is an excellent partner with a very attractive quality v/s price.

Commentaires : A very positive experience, because it has allowed us to grow in our business and to remain a benchmark in the market. We have the peace of mind and support of Bright Pattern in our operations.

Avantages :

Quick and easy implementation. Very plug & play software, 100% omnichannel. Very powerful and simple to use. Great stability.

Inconvénients :

Everything is positive about Bright Pattern in relation to the other alternatives on the market.

Bright Pattern brought us the ability to have complex inbound IVRs with fairly simple setup.

Commentaires : We use Bright pattern to handle our complex IVR Scenarios that include interactions, lookups and writing to external sources, interactions with callers, and different routing depending on call scenarios. It plays a crucial role in our day to day business as it helps us to collect data as soon as the caller enters the IVR.

Avantages :

It has a flexible IVR that allows us to handle complex inbound scenarios and is fairly simple to use and change.

Inconvénients :

Salesforce.com integration works well as long as the call was initiated or received in Salesforce. We would like to see stronger integration for OB and IB calls not initiated or received in Salesforce.

Enterprise grade omni-channel cloud based customer engagement solution

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

Avantages :

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

Inconvénients :

Quality management functionality for assessing interactions is limited

BrightPattern Review

Avantages :

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.

Inconvénients :

Any new enhancement takes lot of time to be implemented.

Easy to use

Avantages :

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.

Inconvénients :

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

A decent virtual IVR for making and receiving customer support calls

Avantages :

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.

Inconvénients :

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.

Overall Great!

Commentaires : 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).

Avantages :

Easy to use

Inconvénients :

Difficult to create new reports

Bright Patterns

Commentaires : Overall my experience with it has been pleasant. It works fairly well and is easy to use and understand.

Avantages :

It's very easy to use and understand and most of the times we don't have any problems.

Inconvénients :

Sometimes it will freeze and you aren't able to accept a call or the system will kick you out.

Another half-baked dialer

Commentaires : I am an end user with 20 years experience on many dialers. This seems like an unfinished product. It works but lacks many common features found in other systems that have been around for several years.

Avantages :

Hot-key dispositions. Nothing else. Its simple boring interface lacks any real "likeable" features. The design team would benefit from the experiene of an end user. It doesnt seem the designers ever spent a day on a dialer.

Inconvénients :

Can't go to "not ready" or "break" when the que is full. Calls keep coming. No "wait" or "standby" mode while dispositioning last call before a break.

Bright Pattern

Avantages :

Organization, functional when it's working

Inconvénients :

Technical issues, doesn't automatically update

Best for managing calling centers

Commentaires : Good for call center management.

Avantages :

Integrates both voice call and email systems such that call centers can simultaneously deploy these tools promptly. It has an easy documentation process for future references and client follow-ups.

Inconvénients :

The app has a tendency of logging off the user when it goes in idle mode, which leads to missed calls and inconveniences for the user and the client.

Great Autodialer Tool

Avantages :

I like mostly the single sign option of this software through my office email.

Inconvénients :

The toggle buttons sort of blend it with the color scheme of the software and you have to be careful not to click the wrong button the log out button is also too close to the check mark button