Bright Pattern and Genesys PureConnect, An In-Depth Comparison 2024

Comparison Summary

Bright Pattern: Bright-pattern offers seamless omnichannel communications across various channels, including voice, email, and chat. It features robust quality management and a powerful mobile app for effortless customer interactions.

Genesys PureConnect: Genesys PureConnect™ is an all-in-one omnichannel contact center solution for cloud and on-premises markets. It integrates call center software with various communication channels and CRM systems for better customer response.

Bright Pattern and Genesys PureConnect: Customer Satisfaction Data

Most deployed common Use Cases for Bright Pattern and Genesys PureConnect

How can Bright Pattern and Genesys PureConnect optimize your Helpdesk Management Workflow?

Bright Pattern and Genesys PureConnect are both designed for call center management. Bright Pattern emphasizes ease of use and speed of deployment, enabling users to set up call centers quickly with omnichannel capabilities. Genesys PureConnect focuses on providing multiple tools for managing call centers, including call recording, multi-channel support, and routing capabilities. Both systems offer a range of features for managing call center operations, but they differ in their emphasis on ease of use and the types of tools they provide. A limitation of both systems is the availability of support services, which can be difficult to access at times.

"...Integrates both voice call and email systems such that call centers can simultaneously deploy these tools promptly...." Peer review by Omondi P., Associate Programs Coordinator, Research

"...I utilized I3 at a previous company specifically for the call center capabilities in the customer support department...." Peer review by Verified User, Engineer in Information Technology, Information Technology and Services

What solutions does Bright Pattern and Genesys PureConnect provide for Engagement Management?

Bright Pattern and Genesys PureConnect both enable multi-channel customer engagement, allowing interactions across voice, text, email, and video. Bright Pattern focuses on providing a unified platform for all interactions, while Genesys PureConnect emphasizes employee engagement through gamification and performance tracking. However, Genesys PureConnect lacks real-time status updates on user interactions, making it difficult to track multi-channel utilization.

"...We wanted a modular omnichannel solution to engage our customers across most of the digital channels plus voice and be able to track the interactions across all channels. ...." Peer review by Verified Reviewer, Financial Services

"...Agents can easily manage multiple incoming interactions on a single screen at the same time...." Peer review by Rob H, Financial Advisor

What solutions does Bright Pattern and Genesys PureConnect provide for Contact List Management?

Bright Pattern and Genesys PureConnect both offer contact list management features. Bright Pattern's web-based portal simplifies contact center management with drag-and-drop functionality. Genesys PureConnect allows for customization through custom handlers, enabling greater flexibility for contact center managers. Both platforms aim to streamline customer communication and provide comprehensive contact center management solutions.

"...Currently migrating away from using multiple platforms to manage our contact center channels...." Peer review by Derek G, Solutions Engineer, Information Technology and Services

"...It's the best solution to deal with our customers in the Contact Center and provides the best and fastest service possible...." Peer review by Anna Niedzwiecka, Junior Global Customer Service Specialist, Oriflame Cosmetics