BRIGHT PATTERN （ブライトパターン）の評判・口コミ 全11件

What do you dislike?

Sometimes the phone button does not come up.

What do you like best?

It is very easy to find all of the information that is being requested.

Recommendations to others considering the product:

This product is very easy and friendly to use. It helps improve your customer's experience

What do you dislike?

They could improve on the UC aspects of the platform.

What do you like best?

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 features we wanted are out-of-the-box. Integrations with IBM Watson provide rich analytics and self service capabilities through the IVR and virtual agent. 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 easy to configure and manage the contact center within minutes and removes 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.

What do you dislike?

Limitation to 10 global questions for quality scoring.

What do you like best?

Ease of administration, loaded with features, rock-solid stability, very secure.

Recommendations to others considering the product:

Ask for discounts for prepaying annually.

What do you dislike?

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.

What do you like best?

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.

Recommendations to others considering the product:

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.

What do you dislike?

The only thing I dislike as a user is that when you need to review a call, it takes about 20 minutes to be able to retrieve that.

What do you like best?

I love the stability of Bright Pattern. We previously had used in Contact and it seemed to endlessly crash, but that very rarely happens with Bright Pattern.

Recommendations to others considering the product:

It Will be an improvement over what you are working with now!

What do you dislike?

They are not equal in their omnichannel support. Their calling is better than chat, but it is improving.

What do you like best?

Scenarios are very powerful, full omnichannel capabilities, well-integrated into Zendesk and a team that is interested in solving our problems.

Recommendations to others considering the product:

Use Bright Pattern if you need to integrate or have custom needs. Their scenarios are awesome!

What do you dislike?

I do not like that sometimes the body of emails do not come through. Only the sending email address.

What do you like best?

I like that Bright Patterns houses all our incoming emails to our Customer Services giving all staff members the opportunity to work them.

What do you dislike?

The one downside to Bright pattern is that the screen is not very bright. I wish there where more color or color options for me to look at all day Or maybe some color coding. Also the ability to pop out the screen into another window for chat so I could have them one on each screen.

What do you like best?

Bright Pattern is great tool for multi tasking. It allows me to be working on an email, be on the phone and chat without accidentally answering my email with the chat response.

What do you dislike?

We do not see any shortfalls in the platform. Only downside is that it is not one of the widely used platforms so we do not have a lot of benchmarks and case studies.

What do you like best?

Platform is very reliable. Team is great to work with and we have no problem with integrating our applications