Bright Pattern Contact Center vs. Revenue.io

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

Despite a few of the design/interface frustrations, Revenue.io (RingDNA) is a powerful that is well made and continues to improve. Conversation AI, while underutilized at our company, can provide great value to any Sales team if used correctly. I look forward to seeing what new changes come our way

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

• I can easily track the volume and methods of outgoing calls, thus being able to carry out a deep analysis of the calls that have been made every day.
• Calls can be heard again and can also be forwarded to work colleagues within the same platform.
• It has a friendly interface which allows easy learning for new users and thus to be able to adapt almost immediately.

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

• It constantly logs out and forces me to log back in through both RingDNA and Salesforce before calling or texting anyone which requires a 2 step process. This can be prevented by logging into RingDNA at the start of each day before Salesforce, I just need to make this a habit!
• When you go into "Contacts" in the dialer and search for someone, it does not predictively auto-populate Contacts based on what you have typed so far (unlike Salesloft, Outreach, etc) so you end up typing most of the contact's name each time when searching. Not a huge deal since I am primarily searching for people in Salesforce, but it would be nice to have this in dialer as well.

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

High level of satisfaction with the platform.

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

I can say that this platform has been a great help from the beginning of the implementation and has helped exponentially to grow as a company. At no time have we had problems at the beginning or any confusion when using this software for the first time, it has always been very easy to use its interface and tool. In case we don't know something, technical support has always been helpful.

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

They have a dedicated support team to assist with any questions or issues users may encounter while using the application. However, this feature makes this platform live and steady

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

Revenue.io to evaluate its performance in terms of page load times or report completion. Regarding integration with other software or systems, its integration with other tools is designed to work seamlessly with other tools and systems without slowing them down. Furthermore, integration does not affect its efficiency and leads to smooth work

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.

It fulfills our requirements for what we were looking for among the products available in the market. They have given demos so well and address all of our issues very well. They also quoted the best price for what we had in mind. Overall, it helps us zero in on our search with all the requirements and budget in mind.

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

Due to a comprehensive understanding of the platform to use its features and functions effectively.

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

Thoroughly assess your organization's revenue management needs and consider the time and resources required.

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

I honestly think that SalesLoft is a more complete solution as far as the user interface goes. However, Ring DNA has the added call intelligence feature that sales loft doesn't have, so we went with ring dna.

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

Overall, Revenue.io is a highly scalable platform that can adapt to the needs of businesses of varying sizes and industries. The program handles large volumes of data and users, making it suitable for companies with complex revenue management needs. Moreover, the cloud-based infrastructure allows the platform to scale up or down quickly based on changing business needs.

• 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.

• RingDNA has a significant impact on our ability to manage our activities with our sales team
• Analytics gives us absolute transparency across our sales and service teams
• Essentially this enables us to truly see and act on what is happening and make overall improvements to marketing, sales and services

Incentivized