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Cisco Contact Center vs Bright Pattern

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Our analysts compared Cisco Contact Center vs Bright Pattern based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Cisco Contact Center Software Tool
Bright Pattern Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

94 Detailed Analysis

User Sentiment

Great User Sentiment (261 Reviews)

Analyst Rating

92 Detailed Analysis

User Sentiment

Excellent User Sentiment (251 Reviews)

Cisco offers a vast portfolio of products, including calling, contact center, team collaboration, meetings and devices. It delivers call treatment, omnichannel contact management, contact routing and network-to-desktop CTI over an IP infrastructure. Its flexible cloud architecture offers integration and customization along with user experience management.

It gets praise for its varied features and intelligent analytics geared towards improving productivity and customer satisfaction. However, users report that some tools are complex to use. For information about pricing, contact the sales team.

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Bright Pattern is a cloud-based call center software designed to enhance customer interactions. It's ideal for businesses seeking a comprehensive solution to manage inbound and outbound calls, emails, chats, and social media inquiries. Bright Pattern offers a range of benefits, including improved agent productivity, increased customer satisfaction, and reduced operational costs.

Key features include omnichannel routing, real-time analytics, customizable dashboards, and advanced reporting capabilities. It integrates with various CRM and business systems, allowing for seamless data sharing and streamlined workflows. Compared to similar products, Bright Pattern stands out with its user-friendly interface, robust functionality, and scalability to meet growing business needs.

Pricing is based on a per-agent, per-month subscription model, with flexible options to accommodate different business sizes and requirements. Bright Pattern's comprehensive offering and competitive pricing make it a valuable investment for businesses seeking to elevate their call center operations.

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$100/User, Monthly
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$70/User, Monthly
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Tailored to your specific needs
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Windows
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Android
Chromebook
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Android
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On-Premise
Mobile
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On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Boost Productivity: Automate everyday tasks to free your team to focus on your customers. Provide 24/7 support, resolve issues on the first contact, reduce wait times and personalize interactions with AI-powered tools.
  • Enhance Customer Experiences: Gain valuable customer insights through cloud data analytics and connect them with experts to improve first contact resolution. Offer proactive and personalized experiences with omnichannel support, predictive routing, CRM integration, outbound campaigns, expert collaboration and 360-degree customer journey analytics.
  • Empower Your Team: Enable your team to connect with customers anytime, anywhere. Quickly route callers to the most suitable agent or provide instant answers through virtual agents. Engage experts for complex interactions, building customer trust and providing context.
  • Optimize Workflows: Streamline team efficiency for consistent, high-quality customer service. Align your workforce management with business objectives. Ensure quality and compliance with robust quality management and call recording tools.
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  • Streamline Interactions: Automatically route interactions to the most appropriate agents based on skills and customer preferences. 
  • Enhance Customer Retention: Consolidate numerous support-related communication channels, including email, chat, phone and social media platforms, to ensure faster resolution to customer queries. Use same-region routing for customer calls to offer more personalized service. 
  • Work From Anywhere: Allow agents to work from anywhere while centralizing collaboration through a singular interface. 
  • Ensure Quality: Make sure that all interactions are consistent through built-in, omnichannel, AI-supported quality assurance functionalities. Track customizable, real-time quality metrics and KPIs such as average handling time (AHT), net promoter score (NPS), customer satisfaction score (CSAT) and first call resolution (FCR). 
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  • Cloud Contact Center
    • Unified Open Platform: Enhance workflow efficiency and business processes, and integrate with business tools with its open platform architecture, agent desktop, management and reporting.
    • Routing and Queue Management: Distribute calls intelligently across teams, agents and remote agents in multiple sites. Create routing strategies to leverage skill assignments at the agent or team level. Match agent skill set and availability with customer needs, priorities and values.
    • Call Distribution: Prioritize call distribution depending on agent capabilities, Designate the way calls are distributed to salespeople and reroute them to another available agent if the prior one is elusive. Put the non-responsive worker to an unavailable state to avoid sending them calls and toggle their status back to an active state once they’re back.
    • Flow Builder: Build custom contact flows over system-generated events, including transfer, hang-up and agent answer, while handling customers with precise routing and workflows. Create, edit or validate flows before publication through an automatic drag-and-drop UI interface. Configure Call Associated Data (CAD) variables, courtesy callbacks and transfer activity based on Estimated Wait Time (EWT) and Place In Queue (PIQ) while customers hear music. Enable custom flow requests, including Dual-Tone Multi-Frequency (DTMF), playing prompts, touchtone menus, digit collection, screen pops, triggers for feedback and music in the queue with Webex Experience Management.
    • Wrap-Up Codes: Create deposition codes to track the reason for an agent’s inactivity and call’s end.
    • Callback Options: Offer customers the option to leave their contact numbers and receive a callback from agents rather than waiting in a long queue.
    • Disaster Recovery: Redirect traffic during unexpected emergencies such as transport facility outages, natural disasters and power disruptions. Be productive anytime and anywhere only with the availability of a computer, internet connectivity and phone.
    • Single Sign-On: With a one-time login, you can access all Webex applications. Integrate all call center solutions with your Webex Control Hub identity.
    • Webex Control Hub: Offer a blended administration experience for all collaboration services such as messaging, calling and contact center. Enable a simplified and seamless onboarding experience to users for multiple collaboration services through a unified interface along with security, control entitlements and compliance
    • Management Portal: Set up simple, flexible call flows and routing strategies, direct multi-skilled sales representatives to queues and administer a Default Outdial Automatic Number Identification (ANI). Monitor team performances in real time via call monitoring and dashboards, analyze customer trends by accessing historical reporting and analytics and log out team members who are inactive through the agent state dashboard.
    • Supervisory Features: Access calls and listen to conversations from a dial-in connection or corporate network without the agent or caller's knowledge. Barge in or coach during the call at any time and train the agent privately during a live discussion.
    • Email Channel Capabilities: Pull emails from multiple accounts, set up a template with signatures and greetings, route messages by the subject line keyword analysis and edit emails with rich-text capabilities. Access add-on capabilities such as attachment support with configurable limits, wrap-up codes, audible indicators for new emails, conversation history and grouping. Access email reporting in the analyzer and multi-session support for contacts.
    • Text/Social Media Capabilities: Access various features, including secure interactions, wrap-up code for chats, blind/consult transferring and conferencing, submission of customer satisfaction (CSAT) surveys, reporting on text/social interactions in Analyzer and customer satisfaction history on social channels.
    • Virtual Agent (Chat and Voice): Offer a 24/7 intuitive, self-service experience across multiple channels with a bot for less complex and simple inquiries to customers. Reduce calls to agents, leading to better customer experiences and improved productivity. Improve call containment with fewer calls escalating to agents, automate more business transactions using self-service and relieve agents from mundane and repetitive tasks.
    • CRM Integrations: CRM Integrations: Improve workflows with pre-built connectors for integration with several leading CRM systems, including Zendsk, Salesforce and MS Dynamics.
    • Flexible Cloud Migration: Take the first steps to the cloud with the "cloud-first-not-cloud-only” approach. With advanced hybrid cloud and flexible consumption services, you can achieve cloud innovation without disturbing existing on-premise models.
  • On-Premise Contact Center
    • Finesse Desktop: Improve agent performances through customizable supervisor and agent desktop layouts, personalized heading and logo, blended agents with outbound and inbound capability, screen-pop-ups with complete information about customers, phonebook, E 164 support, multi-session web chat, live data reporting, agent state and call history and drag and drop gadgets
    • Customer Surveys: Conduct surveys to understand the client’s needs and serve them better. View self-assessments and compare with other team members and boost productivity.
    • Home Agents: Use Public Switched Telephone Network (PSTN) phone devices to transfer, accept, disconnect and conference calls while Cisco Unified CCX handles interactions.
    • Workflows: Allow simple and easy configuration of complex screen-up actions via REST APIs and Finesse HTTP. Set up actions and workflows for digital and voice channels using an intuitive, logic-based interface that offers better service and reduces handle times.
    • Cloud Connect: Enable customers to connect an on-premises solution to the product’s highly redundant and secure Webex Contact Center and deliver new services and consistent reporting.
    • Next-Generation Reporting: Get live and historical data and dashboards along with flexible presentation options through the Unified Intelligence Center. View historical and live or custom reports depending on the information that needs tracking via existing studies.
    • Open System: Take advantage of hardware platforms to enable various benefits at a modest hardware cost. Access features, including Open Database Connectivity (ODBC)-compliant databases and Java interfaces for CTI applications and integrate them with existing solutions while preserving investments and offering a platform with modern applications.
    • Smart Licensing: Manage licenses across the business with a more agile method and let customers pool licenses across various sites. Redeploy when required and increase usage during burst requirements.
  • Cloud Applications
    • Predictive Analysis: Make informed decisions regarding improving customer and agent experience for positive business outcomes.
    • Financial Analysis: Access a one-page, boardroom-ready financial analysis to get budget and buy-in approval for customer experience initiatives.
    • Journey Path Analysis: Solve the attributes impacting financial metrics and customer experience to get better results.
    • Theme Analysis: Get 95% accuracy while analyzing the theme and sentiment of customers’ unstructured data through AI and machine learning.
    • Dashboards: Create a personalized dashboard and access real-time performances of agents through KPIs, comparisons and analysis.
    • Actionable Insights: Track customer experience and improve performances by turning mounds of data into real-time measurable actions through customer journey maps.
    • Closing The Loop: Improve customer experiences by listening to all customer responses and handling them in real time
    • Question Builder: Add, delete and modify questions easily. Create surveys to analyze customer experience across all channels and touchpoints.
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  • Inbound Voice Calls and SMS: Control calls from the desktop regardless of call delivery options. Call transcription, conversation continuity for dropped calls, in-call and standalone SMS messaging, pre-recorded message playback and a virtual queue with a callback option optimize customer experiences and team workflows. 
  • Outbound Voice: Access all dialing modes, including predictive, manual, progressive and preview, to tailor the dialer for desired agent engagement and any list quality. Maximize answer probability with safe calling windows integrated with postal codes. 
  • Answering Machine Detection: Detect when an agent or answering machine accepts calls. Know when to connect live callers or leave messages while maintaining a high predictive connection rate. 
  • List Sorting and Filtering: Organize data to increase output, move records within campaigns, prioritize high quality leads and work with multiple call center operations. 
  • Predictive Dialer: Dial a list of numbers and automatically connect with live calls to improve call efficiency. 
  • IVR: Personalized IVR menus, scripts and other options ensure exceptional customer experiences. Route callers to suitable agents and IVR scripts that align with core brand messaging. 
  • CTI Integration: Expedite agent responses by centralizing customer information. Employ a hassle-free CTI integration with existing CRMs, like Oracle Cloud Service, Zendesk, Freshdesk and Salesforce.
  • Workflow Automation: Send notifications for support ticket updates to customers and agents. Automate repetitive maintenance activities and actions on tickets. 
  • AI and Bots: Supplement customer experiences through automation with human touch sentiment analysis, tracking and routing, intelligent assistance and quality management. 
  • Reporting and Analytics: View real-time stats and metrics about assigned service campaigns, queues, agents and teams with associated alerts, statistics and actions. Work with data from Amazon Quicksight, Tableau, Zoho Reports, Zoomdata, Google Data Studio and more. 
  • Case Management: Connect with customers across all channels. Access communication history with detailed information, including transcripts and notes from agents. 
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Product Ranking

#76

among all
Call Center Software

#78

among all
Call Center Software

Find out who the leaders are

Analyst Rating Summary

94
92
93
95
98
88
94
71
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Platform Capabilities
Call Routing System
Mobile Capabilities
Collaboration
Voicemail and Messaging
Mobile Capabilities
Voicemail and Messaging
Platform Capabilities
Voice Intelligence and Analytics
Calling Capabilities

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Cisco Contact Center
Bright Pattern
+ Add Product + Add Product
Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence And Analytics Voicemail And Messaging Workforce Management 93 98 94 88 97 93 90 94 88 95 88 71 88 100 94 97 100 91 0 25 50 75 100
87%
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86%
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88%
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83%
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17%
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Analyst Ratings for Technical Requirements Customize This Data Customize This Data

100%
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User Sentiment Summary

Great User Sentiment 261 reviews
Excellent User Sentiment 251 reviews
83%
of users recommend this product

Cisco Contact Center has a 'great' User Satisfaction Rating of 83% when considering 261 user reviews from 4 recognized software review sites.

92%
of users recommend this product

Bright Pattern has a 'excellent' User Satisfaction Rating of 92% when considering 251 user reviews from 4 recognized software review sites.

4.1 (10)
4.2 (55)
n/a
4.73 (98)
4.5 (5)
4.7 (95)
4.4 (116)
n/a
3.9 (130)
5.0 (3)

Awards

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SelectHub research analysts have evaluated Bright Pattern and concluded it earns best-in-class honors for Voicemail and Messaging. Bright Pattern stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award
Voicemail and Messaging Award

Synopsis of User Ratings and Reviews

Enhanced Customer Satisfaction: Give customers a smoother, more efficient experience. Send calls to the right agent, monitor events and record conversations so customers get help faster and come back for more.
Better Teamwork: Make it easier for your team to work together. Allow them to share information and talk in real time, and help each other solve customer problems.
Business Growth: Expand your teams, connect with other tools you might use and set up the software in different ways to match your growing needs.
Smart Decision-Making: Use real-time data reporting tools to track what's happening in your call center, spot trends in customer questions and improve overall performance.
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Omnichannel Capabilities: Bright Pattern seamlessly integrates various communication channels, including voice, email, chat, and social media, into a unified platform. This allows agents to manage all customer interactions from a single interface, enhancing efficiency and providing a consistent experience across channels.
Cloud-Based Flexibility: As a cloud-based solution, Bright Pattern eliminates the need for on-premises hardware and infrastructure, reducing IT costs and complexity. Its scalability allows businesses to easily adjust their contact center size based on demand, making it suitable for organizations of all sizes.
User-Friendly Interface: Bright Pattern's intuitive interface is designed for ease of use, enabling agents to quickly learn and navigate the system. This reduces training time and empowers agents to focus on delivering excellent customer service.
Advanced Routing and Automation: The platform offers intelligent routing capabilities that direct calls to the most qualified agent based on skills, availability, and other criteria. Automation features, such as chatbots and interactive voice response (IVR), can handle routine inquiries, freeing up agents to handle more complex issues.
Real-Time Analytics and Reporting: Bright Pattern provides comprehensive analytics and reporting tools that offer insights into contact center performance. Supervisors can monitor key metrics, identify areas for improvement, and make data-driven decisions to optimize operations.
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Added Initial Costs: While call center software can save you money in the long haul, it can be a bit pricey to get started, especially for smaller businesses. There are the upfront costs of buying the software and then maintenance, like paying subscription fees every month. Companies need to take a good look at their budget and make sure the benefits outweigh those costs.
Connectivity Issues: Cloud-based call center software relies on a steady internet connection for agents who work from home. If the internet goes down, so does communication with customers. Companies should have backup plans in case the internet goes out so they can keep helping customers.
Limited Adaptability: Call center software comes with many features and ways to customize it, but sometimes, it might not do exactly what a business needs. This can lead to figuring out workarounds or having to buy extra software to fill in the gaps, which can make things more complicated and expensive.
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Reporting Limitations: The platform's reporting capabilities have limitations, particularly regarding real-time data and customizability. Users often find it challenging to extract specific data points or create tailored reports to meet their unique needs.
User Interface Complexity: The user interface, while feature-rich, can feel overwhelming and cumbersome for new users due to its complexity. Navigating through various menus and options may require a steeper learning curve than anticipated.
Integrations: Integrating Bright Pattern with other business tools and CRM systems can pose challenges and may require additional development effort or custom connectors.
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Bright Pattern has garnered positive feedback for its user-friendly interface and robust omnichannel capabilities, making it a strong contender in the contact center software market. Users appreciate the platform's intuitive design, which simplifies agent onboarding and daily operations. The ability to manage interactions across various channels, including voice, email, chat, and social media, within a unified interface streamlines workflows and enhances agent efficiency. Reviewers frequently highlight the platform's flexibility and customization options, allowing businesses to tailor the software to their specific needs and workflows. This adaptability is particularly beneficial for organizations with unique requirements or complex customer journeys. While Bright Pattern receives praise for its ease of use and comprehensive features, some users note that its reporting and analytics capabilities could be more robust. Compared to competitors like Genesys and Five9, Bright Pattern's reporting tools may lack the depth and granularity required for in-depth performance analysis and data-driven decision-making. Additionally, while the platform offers a wide range of integrations, some users mention that the process of setting up and configuring these integrations can be complex and may require technical expertise. Despite these drawbacks, Bright Pattern's strengths in user experience and omnichannel functionality make it a compelling option for businesses seeking a reliable and adaptable contact center solution. The platform is particularly well-suited for mid-sized organizations and enterprises with diverse communication channels and a focus on delivering exceptional customer experiences.

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Screenshots

Top Alternatives in Call Center Software

Amazon Connect
Avaya
Bright Pattern
CallHippo
CXone
Dialpad Contact Center
Five9
Genesys Cloud CX
RingCentral Contact Center
Salesforce Service Cloud
TalkDesk
Vonage Contact Center
Zendesk Talk

Related Categories

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Head-to-Head Comparison

Cisco Contact Center VS Amazon Connect
Cisco Contact Center VS Avaya
Cisco Contact Center VS Bright Pattern
Cisco Contact Center VS CXone
Cisco Contact Center VS CallHippo
Cisco Contact Center VS Dialpad Contact Center
Cisco Contact Center VS Five9
Cisco Contact Center VS Genesys Cloud CX
Cisco Contact Center VS RingCentral Contact Center
Cisco Contact Center VS Salesforce Service Cloud

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