Bright Pattern vs Vonage Contact Center
Last Updated:Our analysts compared Bright Pattern against Vonage Contact Center 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.
Product Basics
Bright Pattern is a cloud-based omnichannel solution that offers a wide range of features to improve customer experiences. It allows effortless switching between multiple channels, like text, email, social media, video and web chat, with minimal downtime. Its major offerings include interactive voice response, bots and AI support, a predictive dialer and CRM.
Vonage is a cloud-based phone system that boosts agent experiences by delivering Salesforce integration into reporting, routing and user experience for a service and sales cloud. This connects with customer service management to provide an all-in-one unified stage to businesses relying on customized agent, employee and customer workflows. It provides relevant and contextual data and workflows to salespeople allowing them to collaborate across organizations and deliver results using CRM insights and skill-based routing.
$70
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Monthly
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Yes
Request for Free
Request for Free
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Small
Medium
Large
Small
Medium
Large
Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile
Product Assistance
Documentation
In Person
Live Online
Videos
Webinars
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Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
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Product Insights
- 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).
- Reliability: Keep business running with 99.9% uptime with SD-WAN and SmartWAN offerings. Access high-quality, pristine video, voice and messaging with minimum call drops, static and data loss. Take advantage of massive scale-out capabilities and flexibility with highly distributed architecture and nationwide coverage with disaster recovery, elevated QoS and business continuity.
- Security and Compliance: Protect customer data and company reputation with leading compliance frameworks and regulatory standards, including GDPR; SOX;FCC and CPNI; PCI for protected financial data; HITECH, HIPAA for health information and HITRUST Common Security Framework Certification.
- Ease of Use: Optimize business workflows with an intuitive business communications app. Be up and running with a plug-and-play mobile application that integrates easily with pre-existing systems.
- Unified Communications: Rely on Vonage Business Communications (VBC) that activates conversations worldwide across SMS, voice, team messaging, fax, video meetings, social and more.
- Mobility and Collaboration: Increase productivity and collaborate with team and customers virtually anytime and anywhere with over 50 features and VBC. All these are supported in more than 40 countries and over 96 numbers for local inbound calling.
- Stellar Customer Service: Collaborate with experts across the entire organization to resolve customer issues through features such as call controls and the directory, one-click login, a single interface and a complete view of presence and availability.
- Flexibility: Block callers on outbound calls, change caller ID and check what people see during a call. Manage the entire system with an admin portal and establish a local presence with any local phone number.
- 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.
- Call Flip: Transfer calls from mobile to desktop or vice versa with a single click.
- Cell Phone Integration: Get VoIP system functionality on a cell phone.
- Paperless Fax: Receive or send faxes anywhere or anytime. Access is available only in the US.
- Voicemail to Email: Receive voicemail recordings directly in an email inbox.
- Collaboration: Take advantage of features such as call to announce, call monitoring, call groups (forwarding calls to more than one extension at once) and team messaging.
- Conference Bridge: Connect up to 30 callers at a go with a single button.
- Virtual Assistant: Answer calls immediately through voice-driven, AI-enhanced natural language interactions.
- Call Screening: See all incoming call numbers and prioritize answering essential calls.
- Spam Shield: Check all incoming calls for phone spam; the feature is only available in the U.S.
- Call Continuity: Get instant access to automatic call rerouting during an emergency.
- Click-To-Call-Me: Give customers a quick and easy way to contact and enhance customer satisfaction rate.
- Receptionist Console: Manage a large volume of calls (up to 50) efficiently without any disturbance or dropped calls — available in US and UK only.
- Smart Numbers: Program phone numbers according to the business's exact needs. Available in the US and Australia only.
- Single Sign-On System for Cross-Domain Identity Management (SCIM): Use company credentials to log in to the product's business communications easily with centralized authentication and password management.
- Video Collaboration: Connect with customers virtually from anywhere with Meetings. Get access to video and vice collaboration plus chat. Schedule meetings right from the calendar and connect up to 150 attendees in up to 25 simultaneous videos in a single session.
- Support Plus Powered By Soluto: Take advantage of friendly remote support for IT and tech issues. Available in the US only.
- SD-WAN: Prioritize bandwidth-intensive cloud applications with SmartWAN solution and get reliable and quality service for embedded voice into VBC for Teams-available only in the US.
- Virtual Receptionist: Create a simplified and robust phone menu system IVR, customize call routing for holidays and day-offs and route callers to the right individual or department for a streamlined experience.
- Call Queue: Set up detailed messaging prompts and options to help callers connect automatically to the appropriate agent.
- Call Continuity: Route calls anywhere from a variety of options. For instance, when the team is away from the office or during emergencies.
Product Ranking
#78
among all
Call Center Software
#99
among all
Call Center Software
Analyst Rating Summary
95
96
88
100
71
94
Mobile Capabilities
Voicemail and Messaging
Platform Capabilities
Voice Intelligence and Analytics
Calling Capabilities
Call Routing System
Mobile Capabilities
Platform Capabilities
Voicemail and Messaging
Calling Capabilities
Analyst Ratings for Functional Requirements Customize This Data
Bright Pattern
Vonage Contact Center
Analyst Ratings for Technical Requirements Customize This Data
User Sentiment Summary
251 reviews
177 reviews
Bright Pattern has a 'excellent' User Satisfaction Rating of 92% when considering 251 user reviews from 4 recognized software review sites.
Vonage Contact Center has a 'good' User Satisfaction Rating of 75% when considering 177 user reviews from 4 recognized software review sites.
4.2 (55)
4.0 (55)
4.73 (98)
n/a
4.7 (95)
4.4 (61)
n/a
4.5 (7)
5.0 (3)
2.7 (54)
Screenshots
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