Bright Pattern

Bright Pattern

Logiciel de call center multicanal sur le cloud

4.7/5 (85 avis)

Bright Pattern - Présentation

Description du logiciel Bright Pattern

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.

Bright Pattern - Présentation

Prix

À partir de
70,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

Bright Pattern - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Allemagne, Inde, Japon, Amérique latine
Langues
anglais

Captures d'écran

Capture d'écran pour Bright Pattern :
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Bright Pattern - Avis

Bright Pattern - Avis

Note globale
4.7
/
5 85 avis
Excellent
66

Très bien
14

Moyen
5

Médiocre
0

Mauvais
0

Rapport qualité-prix
4.8
Fonctionnalités
4.5
Simplicité d'utilisation
4.6
Support client
4.8
94% des utilisateurs recommandent cette application
Cem Ç.


Traduire avec Google Translate
Derek G.

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

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.


Traduire avec Google Translate
Heidi D.

Great Product

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.


Traduire avec Google Translate
Utilisateur vérifié

Great for the Start-up and MidSize Company


Traduire avec Google Translate
Sean R.

Strong omni-channel support tool

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.


Traduire avec Google Translate
Cem Ç.

Note sans commentaire

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 26/02/2017
Provenance de l'avis : GetApp

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Derek G.
Secteur d'activité: Télécommunications
Taille de l'entreprise: 51-200 employés
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

Heidi D.
Secteur d'activité: Vente au détail
Taille de l'entreprise: 13-50 employés
Traduire avec Google Translate

Great Product

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 03/12/2019
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 9.0/10

Utilisateur vérifié
Traduire avec Google Translate

Great for the Start-up and MidSize Company

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 06/02/2018
Provenance de l'avis : GetApp

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.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 7.0/10

Sean R.
Secteur d'activité: Télécommunications
Taille de l'entreprise: 51-200 employés
Traduire avec Google Translate

Strong omni-channel support tool

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 03/12/2019
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 9.0/10

Recommandation utilisateur
9.2/10
Basé sur 85 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Bright Pattern - Prix

Bright Pattern - Prix

À partir de
70,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4.8/5
Basé sur 85 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Bright Pattern - Fonctionnalités

Bright Pattern - Fonctionnalités

API
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Historique des contacts
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Portail libre-service
Rapports et statistiques
Stratégie de marque personnalisable
Surveillance en temps réel
Tableau de bord d'activités
Fonctionnalités
4.5/5
Basé sur 85 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Vidéos et tutoriels

Vidéos et tutoriels

Bright Pattern - FAQ

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