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Description de Bright Pattern

Bright Pattern fournit le logiciel de centre d'appels le plus simple et le plus performant pour les entreprises innovantes de taille moyenne et les grandes entreprises. Bright Pattern offre la seule véritable plateforme cloud omnicanale sur des canaux tels que la voix, le texte, les messageries instantanées, les e-mails, la vidéo et les bots. L'entreprise a été fondée par une équipe de vétérans du secteur d'activité qui a lancé d'excellentes solutions sur site et qui fournit aujourd'hui une architecture pour l'avenir avec une approche avancée principalement sur le cloud.

Qui utilise Bright Pattern ?

Entreprises (jusqu'à 10 000 agents) ainsi que les entreprises de taille moyenne (30 agents).

Bright Pattern Logiciel - 1
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Les jauges horizontales vertes représentent le logiciel le plus apprécié selon la note globale qui lui a été attribuée ainsi que le nombre d'avis.

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Avis sur Bright Pattern

Note moyenne

Note globale
4,8
Facilité d'utilisation
4,7
Service client
4,8
Fonctionnalités
4,6
Rapport qualité-prix
4,8

Avis classés par taille de l'entreprise (nombre d'employés)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Trouver les avis classés par note

5
80%
4
15%
3
5%
Utilisateur vérifié
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : GetApp

Truly omnichannel platform with powerful outbound engine

5,0 il y a 8 ans

Avantages :

BrightPattern has very innovative solution which provides truly omnichannel platform. Among inbound, email, chat, video, SMS it has powerful outbound engine. With 4 dialler modes companies could be more productive than on any other platform. Specially designed supervisor desktop gives full campaign control: from lists to operators. Highly recommend to all companies looking for fast, solid and professional outbound platform.

Inconvénients :

nothing special that could not be improved, slightly outdated interface – but it should be updated in new version))

Julie
Retail Support Representative (É.-U.)
Ressources humaines, 501–1 000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Review of Bright Pattern from my perspective

4,0 il y a 5 ans

Commentaires : I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. It helps to see if I am getting my bonus prodcutivity stats too. I would refer it to other vendors even though I only used it for less than 6 months.

Avantages :

It is easy to use especially when the emails get pushed out to me. I use a jabra mic and I the calls can go right through me at office or at home with soft phone. I like the chat option too. To out case notes is very helpful too. It is user friendly when it works good.

Inconvénients :

I do not hear a beep when an email comes in so I have to keep watching my screen on the laptop when a request comes in to my que. Also If I do not repsond in a minute or less I get a red in my phone # calls. Lately the chat option was not sending an alert either. There are some issue for me the pros of it are so maych better then incontact was.

Cheyenne
Support Team Rep (É.-U.)
Vente au détail, 1 001–5 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Bright Pattern Review

3,0 il y a 5 ans

Avantages :

I can honestly say I do not really like anything about the software. It functions ok for what we need it to do, but it has more problems than anything.

Inconvénients :

There is a lot that can be improved about this software. The order an email thread shows is confusing. There is no option to set different signatures as we can in outlook. It automatically kicks me out daily. If I am on a phone call when it kicks me out I cannot get the phone number back to call the person back so they just assume they were hung up on. There is no way to easily search for a previously sent email. It would be nice if I could go to a place where the previous emails I worked on would be listed in case I needed to add to it or needed some kind of information from it. It is just a very frustrating platform to use.

Jim
Manager, Technology (É.-U.)
Recrutement, 5 001–10 000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Great Product and Great Partner

4,0 il y a 5 ans

Commentaires : Bright Pattern has been a great partner in helping us use the product to meet our needs.

Avantages :

This software has been really easy for our users to adopt, and easy for our team to manage. We have seen a significant reduction in issues submitted from the field and when we do have issues the Bright Pattern team is fantastic in helping us get to a resolution quickly

Inconvénients :

I wish they had a cleaner integration with Salesforce

Derek
Director of Contact Center Operations (É.-U.)
Télécommunications, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Bright Pattern is an innovative and easy to use omnichannel contact center software

5,0 il y a 5 ans

Commentaires : Overall I am very pleased with the platform and software. Currently migrating away from using multiple platforms to manage our contact center channels. Primarily with email and chat. This is giving us one place for agents to turn to support their customers. No more logging into multiple systems and having multiple screens up for agents to manage. The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day. We are benefiting from running Bright Pattern as a hosted solution and no longer managing the amount of infrastructure we had to in the past. My best advice is to read the resource documentation and find a training course that will launch you into rapid development and deployment. Bright Pattern can implement your platform very quickly but then you will need to start building. A training event is the quickest way to get started. I have personally been able to build a light weight call center in a day, a medium size call center in a week, and a large call center with integrations and IVR in a few weeks.

Avantages :

I have been using this software for several years now and each release continues to add value to the platform. I have implemented Bright Pattern for multiple contact centers including those using contracted BPO call centers. The platform is easy to use and simple to train others to use. This includes the call flow (scenario) development interface. It is all web based so no special tools or software is required to start a build. I have call center managers at multiple sites that are capable of managing their own development without the assistance of their IT departments. The omnichannel options are great. Inbound voice, web chat, sms chat, and email are easy to use and implement quickly. Outbound voice and marketing campaigns are a little more invasive in their setup but still easy to configure. I think the Inbound web chat is one of my favorite channels. One code snippit embedded in our website and the call center manager can customize and edit the look and feel from within the platform without the need of IT support or a web developer. Wallboards are another great feature addition to the platform. This has given my users the ability to build custom dashboards that can be presented to not only management/supervisors but to all the agents as well. The platform is a stable, the development is easy, and my teams love using it.

Inconvénients :

I don't have too many dislikes about Bright Pattern as a contact center solution. I do have some enhancements that I think could be added to further improve the functionality. I would like to see some sort of scenario flow for inbound email to customize and build a screen pop. I feel like this functionality in inbound chat and voice flows is powerful and I would like that same capability with handling emails. I would also like to see the built in knowledge base tool expanded to support both email and chat and allow for auto file attachments to emails and chat responses. This would improve an agents handling time for each customer interaction.