Bright Patternの概要

高価なプロフェッショナル・サービスなしで迅速かつ機敏に導入することができるBright Patternは、AI搭載の非常にシンプルで強力なオムニチャネル・コンタクトセンター・ソフトウェアです。Bright Patternでは、音声、テキスト、チャット、メール、ビデオ、メッセンジャー、ボットで簡単かつ個別に顧客体験を提供することができます。また、内蔵されたAIオムニチャネルの品質管理機能を通して、あらゆるチャネルのあらゆるやり取りを測定し、アクションを取ることができます。

Bright Patternの対象ユーザー

大企業 (最大20,000名のエージェント) および中規模の企業 (30名のエージェント)

Bright Patternソフトウェア - 1 Bright Patternソフトウェア - 2 Bright Patternソフトウェア - 3

Bright Patternをご存知でしょうか? 別の人気製品との比較

Bright Pattern

Bright Pattern

4.7 (98)
$70.00
無料のバージョン
無料のトライアル
73
22
4.6
(98)
4.8
(98)
4.8
(98)
VS.
価格プラン
価格オプション
機能
統合
使いやすさ
価格の妥当性
カスタマーサービス
$24.00
無料のバージョン
無料のトライアル
68
112
4.7
(1,466)
4.5
(1,466)
4.6
(1,466)

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Bright Patternのレビュー

評価ポイント

総合評価
4.7
使いやすさ
4.6
カスタマーサービス
4.8
機能
4.6
価格の妥当性
4.8

企業規模(従業員数)別レビュー数

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

評価別レビュー

5
79%
4
16%
3
5%
Marc
Marc
エストニアのHead of Operations Support
認証済みLinkedInユーザー
レジャー、旅行、観光, 1,001-5,000の従業員数
ツール使用期間: 1年以上
投稿者のソース

flexible approach to a flexible world

5.0 3 年前

製品を使ってみた感想: its the personal touch that matters and the pride they have for their system. I am the sort of person who always asks "what if " or "could we" and they help me get those questions answered. and if its not there to be added or done i know it will be at some point.
nothing is to hard for them to do and the relationship i have developed with the team is like nothing i experienced with Aspect, Genesys or not so NICE. The so called better are really just bigger companies who have lost sight of the personal touch and truly working with clients

良いポイント:

As per the title, it is the flexibility of the system and how easy it is to use! What takes BP to the next level is the service I receive from them. They want to learn and they want to get even better and to do that they actually engage with their customers. I was impressed by their original RFP presentation/demo! We were using an outdated version of their system which was supplied by Aspect so I was skeptical as the version we had was not good, but we found out Aspect were selling us a version which was 2 years old and everything was simply hard and had to be done their way. It turned out that feedback we had given aspect, BP had taken and improved their system and actually commented on a few of my employees by names that they were grateful for that and it helped them. so flexibility simplicity and their engagement is second to none and I would always recommend BP

改善してほしい点:

I haven't had any downsides as of yet and I am sure there will be some from time to time, but I am confident that whatever happens, they will go the extra mile to get it sorted

Darren
アメリカのManaging Partner
通信, 2-10の従業員数
ツール使用期間: 2年以上
投稿者のソース

検討した類似製品:

Bright Pattern Omnichannel CCaaS Review - Great enterprise omnichannel solutions

5.0 2 年前

製品を使ってみた感想: Exceptional. Amazing platform that is a tremendous value

良いポイント:

Bright Pattern has some of the most innovative omnichannel features including omnichannel quality management for monitoring 100% of interactions on all channels Bright Pattern has a mature offering and experienced executive team of contact center veterans One key thing that sets Bright Pattern apart from other vendors is their speed of deployment. They also have great and quick ROI. They are a great all-in-one solution but also have out-of-the-box integrations to fulfill the needs of any size of contact center both SMB and Enterprise.

改善してほしい点:

None that come to mind. There are no cons to BP. Can't go wrong with this software

認証済みレビュアー
アメリカ
認証済みLinkedInユーザー
ツール使用期間: 1年以上
投稿者のソース
ソース:GetApp

Great for the Start-up and MidSize Company

3.0 5 年前

良いポイント:

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.

改善してほしい点:

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.

Keith
アメリカのCTO
情報技術、情報サービス, 11-50の従業員数
ツール使用期間: 2年以上
投稿者のソース

検討した類似製品:

25 Years of Call Center Experience, BrightPattern is the best.

5.0 2 年前

製品を使ってみた感想: One of the easiest systems to use I have encountered in 25 years of call center experience. The technology is amazing, and the customer service even better!

良いポイント:

Ease of use, coupled with excellent features.Virtual queue callback should be more of a "thing".

改善してほしい点:

Virtual queue callback should be more of a "thing".

Heidi
アメリカのCustomer Service Manager
小売, 11-50の従業員数
ツール使用期間: 2年以上
投稿者のソース

検討した類似製品:

Great Product

5.0 3 年前

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

When there are changes made or updates I am not notified of the changes that are made.