Bright Pattern Erfahrungen

Bright Pattern has an exclusive feature, Which is you can pre-record replies for calls. When a customer calls and asks a question, the centre operator can play the pre-recorded response, which will be played to answer the customer's questions. Only Bright Pattern has this feature working greatly. Furthermore, you can record sessions and manage call sessions easily and see insight later.

To this day I don't have any issue with BrightPattern. I hope it has all the features it should and all the features are working well.

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.

nothing special that could not be improved, slightly outdated interface – but it should be updated in new version))

I like that when request come in the queue they disappear when someone is working on the request. Also that it has a trail of the completion status. The last person that worked on it.

I do not like the thread of the email chain for the software. It is very confusing and misguiding. I also do not like how we compose a new email. Not easy to use and take to much effort for something that should be simple. Another con is you can not revisit a case just for information after it has been closed with out reopening.

After evaluating all the known solutions from the big boys - we found the Bright Pattern solution to be the most innovative and disruptive solution. Pretty much everything and all feature we wanted is out-of-the-box. And where we needed to integrate the IVR and the other workflows with our CRM, the open API's and pre-built integrations made the task super easy and seamless. The web based admin portal with drag and drop functionality is unparalleled and really makes it easier to configure manage the contact center within minutes and removing the complexity that you see in traditional platforms. Overall - a full featured contact center platform, capable of competing with the industry leaders, yet far more simpler and easier to use. Implementation and migration was a breeze - far less effort than what we had expected.

Perhaps improve on the UC aspects of the platform.

Support for full suite of channels and seamless ability to “follow the customer” to move between channels.

Functionality throughout the contact center lifecycle

Self-service configuration, administration tools

Efficient user interfaces for agents and supervisors

Would like better/easier approach to bringing existing knowledge management content into or integrated with native Bright Pattern knowledge base.

It's predictive soaking technology turned out to be very effective for my organisation. It's versatile system and has a helpful virtual call back queue integration.

Call drop, technical support, API documentation are some things that need to be worked on.

Bright Pattern as an add-on to Zendesk allows you to receive calls and make calls to your customers easily.

I've had a positive experience with Bright Pattern and don't have any cons to share at this time.

True omnichannel and powerful integrations; great people - have had a lot of questions and answers have been quick and thorough.

Somewhat complicated, and training could be more customized (got a lot of info for things we aren't going to be using, or using in the near future)

Documentation and customer support put other CCaaS platforms to shame.

Not as well known as 'the big guys' but this also gives us a competitive advantage!

The outgoing predictive dialing functionality of the software is incredibly powerful. We have the ability to make tens of thousands of phone calls within a day, while other solutions can never keep up. The representatives at Brightpattern helped set up our user accounts to be up and running in no time.

There are literally no recommendations I can make to Brightpattern to make the software better.

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

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

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.

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.

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.

Any new enhancement takes lot of time to be implemented.

It's easy to set up and use, it also doesn't take much time for integration. Their support team is always quick to answer any question, and are very knowledgeable.

I have no complaints really, except maybe I feel like I could be utilizing it more than I am now? I'm sure they have a lot of cool features, I just don't know about them. Also, not related to the product, each time I send in a support request I feel like I get 2-3 automated emails before someone actually responds, then I receive automated emails for each interaction. It crowds my inbox.

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.

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

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

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

OmniChannel. Cloud but built by serious telco engineers.

reporting suite - interface looks old. New one coming

Easy to use

Difficult to create new reports