Bright Pattern

Bright Pattern

Logiciel de call center multicanal sur le cloud

4.8/5 (68 avis)

Bright Pattern - Présentation

Bright Pattern est le logiciel de centre d'appels sur le cloud le plus efficace pour aider les entreprises à simplifier leurs services multicanaux.

La solution de Bright Pattern repose sur une architecture conçue pour les entreprises qui offre une maintenance sans interruption avec des mises à niveau à la volée et capable d'évoluer de 5 à 10 000 agents en simultané avec une disponibilité mesurée de 99,99 %. Les intégrations CRM prêtes à l'emploi de Bright Pattern augmentent la productivité des agents grâce à une interface utilisateur intégrée, le click to call, un affichage sur écran et un historique d'activité automatiquement enregistré avec le ticket.

La solution de Bright Pattern offre une convivialité sans pareille avec un nouveau bureau intuitif pour la gestion des expériences omnicanal, une interface unifiée pour configurer et modifier les flux de travail et des capacités de surveillance, de reporting et de gestion de la qualité pour tous les canaux.

Prix

À partir de
70,00 $US/mois
Types de licence
Essai gratuit
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Allemagne, Inde, Japon, Amérique latine

Langues

anglais

Bright Pattern - Avis

Note globale
4.8/5
96% d'avis positifs
54
Excellent
11
Très bien
3
Moyen
0
Médiocre
0
Mauvais
Derek G.
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 14/08/2019
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Kc R.
Traduire avec Google Translate

Bright Pattern - Advanced Contact Centers made simple

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 22/02/2017
Provenance de l'avis : Capterra

Bright Pattern is a company worth investing in! We run a BPO of 150 agents collecting accurate data for market research and polling. We were on an archaic free source telephony system with some built on features that we were overpaying for. No we have a robust system for almost the same cost and we don't have to employ a developer to maintain a simple dialer. We've stepped into the future of contact centers.

Avantages

It is an extremely robust, while easy to use software.
It can handle massive telephony centers with ease while maintaining competitive telco charges.
There is an excellent in hours customer support center that has gone to bat for us time and time again.
The scenario builder will allow anyone with a basic knowledge of telephony to easily program any time of campaign.
Their Development team is consistently looking to improve their software and will often reach-out/receive feedback on what features should be brought in.

Inconvénients

Pricey. One of the big hang ups we have with Bright pattern is that were not quite to a place where Omi-channel telephony can be fully utilized and so I feel that I pay for my features/channels I do not use
Some features are rather rudimentary like the built in QA software, or auxiliary state controls
After hours support feels redundant and doesn't seem to reduce wait times on urgent tickets
Carrier Trouble ticket reporting can be hairy

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
William A.
Traduire avec Google Translate

I use Bright Pattern as an outbound telephone and SMS platform. They have been very helpful!

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 05/08/2017
Provenance de l'avis : Capterra

Significant increase in contact rate, ease of user experience.

Avantages

I love the omnichannel support. I was able to design an outbound dialing program that incorporates telephone calls, automated voicemails, SMS messaging, and email. This approach took my contact rate from ~35% to 61% last month! I could have have accomplished this with out the creativity and expertise of the support staff, they are very knowledgeable about their product and very willing to help with solutions.

Inconvénients

It seems to be better designed for a small number of large dialing campaigns as opposed to a large number of small campaigns, but this is likely an issue across predictive dialing platforms. When I am testing new campaigns that only send 100 or so leads each day, it is often more beneficial to manually dial them in 'Preview' mode rather than set up dialing rules and unique campaigns because having one or two agents assigned to several small campaigns often makes the dialer "choke" for lack of a better word. I have also had some integration issues with our CRM, but again I do not believe that 100% (or any percent, to be honest) a reflection of Bright Pattern as much as it is on our CRM software.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Roger M.
Traduire avec Google Translate

Bright Pattern

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 17/03/2017
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Allan Y.
Traduire avec Google Translate

We've tried many other cloud-based contact center solutions. Only Bright Pattern could scale with us

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 24/02/2017
Provenance de l'avis : Capterra

As a company that serves tens of thousands to hundreds of thousands of senior citizens, our customers want to talk to us via phone. Our customers do not use email, social media, nor other digital communications channels. Our technology team evaluated and even ran live with several other cloud-based contact center solutions and nothing was able to scale and maintain voice quality except for Bright Pattern. Most of the other cloud-based contact center solutions were able to handle our volume when we only had a few agents. But once we started to grow our volume and hiring of agents exponentially, only Bright Pattern proved robust enough to scale.

Avantages

The robustness of the underlying technology to withstand exponential growth.

Inconvénients

The User Interface could use a design upgrade.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10

Bright Pattern - Prix

À partir de
70,00 $US/mois
Types de licence
Essai gratuit
Abonnement
Rapport qualité-prix

Bright Pattern - Fonctionnalités

  • API
  • Chat
  • Communication multicanal
  • Enquêtes et feedback
  • Gestion de la base de connaissances
  • Historique des contacts
  • Intégration CRM
  • Intégration de tiers
  • Intégration des médias sociaux
  • Messagerie instantanée
  • Rapports et statistiques
  • Surveillance en temps réel
  • Tableau de bord d'activités

  • Gestion des flux de travail
  • Gestion des tickets de support
  • Hiérarchisation
  • Intégration des e-mails
  • Monitoring
  • Notifications automatiques
  • Stratégie de marque personnalisable

Bright Pattern - FAQ

Voici quelques-unes des questions fréquentes sur Bright Pattern.

Q. Quels sont les types de licence disponibles pour Bright Pattern ?

Types de licences disponibles pour Bright Pattern :

À partir de: 70,00 $US/mois

Type de licence: Abonnement

Essai gratuit: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Bright Pattern ?

Nous n'avons pas d'informations sur les fonctionnalités de Bright Pattern.

Q. Qui utilise Bright Pattern ?

Utilisateurs habituels du logiciel Bright Pattern :

Grandes entreprises, Entreprises de taille moyenne, PME

Q. Dans quelles langues Bright Pattern est-il disponible ?

Langues dans lesquelles Bright Pattern est disponible :

anglais

Q. Quels sont les types de licence disponibles pour Bright Pattern ?

Types de licences disponibles pour Bright Pattern:

Abonnement

Q. Bright Pattern prend-il en charge les appareils mobiles ?

Appareils pris en charge par Bright Pattern :

Android, iPhone

Q. Avec quelles applications Bright Pattern peut-il s'intégrer ?

Applications s'intégrant à Bright Pattern :

Amazon EC2, Google Analytics, Microsoft Dynamics CRM, PaySimple, Salesforce Sales Cloud, ServiceNow, Twitter, Zendesk, Zoho CRM, Zoho CRM

Q. Quelles sont les ressources d'aide disponibles pour Bright Pattern ?

Ressources d'aide disponibles pour Bright Pattern :

FAQ, Base de connaissances, Support en ligne, Support téléphonique

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