Bright Pattern Contact Center vs. Exotel

Bright Pattern has been fantastic in allowing us to automate voice and chat contacts, and we're currently building out scenarios that will allow us to automate even more. It's super simple to collect data from customers, and using some API calls provides the answers they're looking for without a human needing to get involved. There is less functionality currently for emails. Emails can be routed to queues based on keywords, and auto-replies can be sent, but it's pretty basic functionality. We'd love to see some of the enhanced capabilities offered in voice and chat scenarios for email.

Incentivized

They are well suited in start up in the Central Asia market, would recommend them for that area. We would also recommend their Voice over internet protocol services for mainland as well. Either the text or VOIP was a good service. The experience overall was great with them. Highly recommended.

Incentivized

• AI platform integration - IBM Watson, Google Dialogflow, for example
• Quality Management - out of the box sentiment anlysis
• Unified agent desktop - ability to see all channels in one pane of glass
• Robust analytic widgets that can also drive wall boards

Incentivized

• Affordable Solution: First and foremost the platform is very much affordable for a small start-up starting their business and want to connect with their leads and serve their clients economically.
• Easy to Use: Anyone can start using the platform from the Day 1. No extensive training required for it. Just integrate your phone number with the platform and solve customer problems at godspeed!
• IVR Set-up- Want to have different services on a single number for your Services. Set-up IVR and make your life easy.

Incentivized

• Realtime reporting is good but there should be a pop out if supervisor or a manager wants to see his whole team.
• Wallboard needs to have some calculations option. Ofcourse APIs are there but still we recommend
• Wallboard needs to have more options to customise

Incentivized

• Communication
• Not for large companies
• Volume of texts

Incentivized

Es una plataforma confiable, en la que ya tengo bastante tiempo utilizando y conociendola. Entonces me siento confiada en volver a utilizarla dentro de la empresa e igual que al ofrecer a mis clientes internos y externos, además con el roadmap que nos brindan estoy segura que seguirá innovando cada vez

Incentivized

As a company our goals have slightly surpassed the current Exotel features and would want some other software which has better capabilities

Incentivized

It's pretty simple for agents to pick up quickly, it takes a bit longer for supervisors to get familiar with. QA tools are pretty barebones but functional enough. It can be as simple or complex as you need it to be, if you spend some time configuring the settings or working with Bright Pattern's support team to build out what you need.

Incentivized

For cold calling and outbound callings, to a certain extend Exotel serves the purpose as mutliple DID numbers are available at our fingertips. For company which use outcalling as a form of passing information to users can benefit from the flexibility it provides. They have a recharge and use model which doesnt have certain expiry. Basic API documentation available and lesser support from their support team on this matter makes it difficult to check if the API thows any error

Incentivized

It is always on. The only outage to date that I have experienced was with an upstream telco provider a few years ago. The inbound leg telco was hit by a DDOS attack which led to delays in routing calls to the platform. This was not the fault of the Bright Pattern platform but the telco provider. We have had a few minor carrier issues with call quality, or a handful of brief drops, but Bright Pattern is quick to identify these and change carriers when it starts to happen.

Incentivized

All pages load when expected, and reports render either in the web browser or as a download. I never really have issues with accessing the admin or agent desktop sites. It just works.

Incentivized

People are accessible. You are able to talk to the relevant subject matter experts that can address your specific problem. Everyone we deal with comes across as knowledgeable in their field and where they cannot solve specific problem they put you in contact with someone that can. You never feel like you are just a number even though you might be a small client or partner.

Initially they had chat support which was available faster. But now the chat support gets routed to a virtual agent and unable to get in touch with an actual agent. They also have no support with respect to the API's and other integrations.

Incentivized

In-person and virtual training was great, but Bright Pattern could use some online training videos similar to other platforms. I would welcome online training videos to keep the steady flow of new agents up to date. Admin training is one of the largest areas that need video. The static documentation is great. It is pretty easy to follow and configure your contact center as you progress through each step. The documentation is available online on an easy to use knowledgebase or wiki style site. You do not need a user account to access the help docs, meaning that users at any level can freely access the materials to learn about the platform.

Incentivized

Online training is documentation based only. It is thorough and step by step, but no videos. It would also be helpful to have more information within the help docs on custom reporting. I find that many of the Bright Pattern specific configurations for the Jasper Reporting Server have to be "stumbled" across through existing report templates and they are not clearly listed out somewhere. In person training will not generally go into great depth on report customizations.

Incentivized

As an implementor, I have found the Bright Pattern Contact Center very easy to work with. The platform operates in the manner which I think. Therefore, everything I do seems logical and works exactly as expected. Many solutions are much more difficult to work with and make implementations difficult

Incentivized

It was pretty straight forward

Incentivized

Bright Pattern offers many more options for scalability and the pricing is always best. The agent desktop and quick support is supirior in many ways but more importantly for us the price is best all while offering the same features and in some cases even more than its competitors

Exotel was selected by us because of the following reasons: -Low set-up and maintenance cost as compared to its peers. -Prompt customer service: You want to upgrade your plan or facing any issues around the platform, Exotel team is just a call away. -Call recording Quality was also better than the peers.

Incentivized

Very flexible and will scale without any intervention from my team. Scaling at the carrier/telco layer is handled by Bright Pattern, if you use their offered telecom

Incentivized

• Bright Pattern Contact Center' reliability has allowed us to improve the overall SLA we offer
• Bright Pattern Contact Center has allowed us to win business that we could not have done with other platforms
• Bright Pattern Contact Center has enabled us to expand our product offering into new market spaces.

• Lead attack time reduced.
• Turnaround time and addressing customer issues improved and directly effected our NPS (Net Promoter Score).
• Training and identifying areas of improvement of call agents became very easy.

Incentivized