Home/Compare/Twilio Flex vs Bright Pattern
Updated on: February 26, 2020

Twilio Flex vs Bright Pattern

41%
Twilio Flex
(17 Ratings)
86%
Bright Pattern
(33 Ratings)
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Twilio Flex
(17 Ratings)
86%
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Bright Pattern
(33 Ratings)
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Overview

Summary

Twilio Flex is a fully programmable cloud contact center Platform. Flex delivers what you need to run an enterprise contact center out-of-the-box. Deploy and customize discrete components to match your exact business needs without deciding between build or buy. Use ready-made programmable building blocks you can add, remove, or change to craft the contact center that serves your unique business needs. ..read more

Bright Pattern is a cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels. ..read more

Features

Auto Call Recording

Call Monitoring

Concurrency Support

IVR Support

Inbound Call Center

Live Chat

Outbound Call Center

Predictive Dialer

Progressive Dialer

Queue Management (Calls)

TECHNICAL DETAILS

Access Monitoring

24/7 (Live rep)

Business Hours

Online

Contact Number/Address

California, United States

California, United States / +1 650 529-4099

API

Deployment

SaaS/Web/Cloud

Mobile - Android

Mobile - iOS

Mobile - Windows

Mobile - BlackBerry

Installed - Windows

Installed - Mac

Customers

Individuals

Freelancers

Large Enterprises

Medium Business

Small Business

Pricing

Pricing Model

Free Trial

Freemium

One-time license

Open-source

Subscription

Quotation Based

Plans

Active User Hour Plan
$1 /User

You only pay for the time users are active

Features

  • Call Logging
  • Call recording
  • Escalation Management
  • Inbound Call Center
  • Queue Management
  • Reporting/Analytics
  • Real-time Chat
Named User Plan
$150 /User/Month

Named user pricing offers you predictable pricing so you can plan your contact center utilization

Features

  • Call Logging
  • Call recording
  • Escalation Management
  • Inbound Call Center
  • Queue Management
  • Reporting/Analytics
  • Real-time Chat
View Price Page
Voice Select
Custom

Features

  • Inbound Voice ACD
  • Virtual queue/call back
  • Personal routing
  • Visual flow builder
  • IVR voice scenarios
  • Omni-channel scenarios
  • Multilingual TTS for IVR
  • Prompt management
  • 3rd Party Data access APIs
  • Automation workflows
  • Context-driven UI
  • Web-based screen pops with 3rd party apps
  • Knowledge Base / Canned replies
  • Prerecorded Voice Messages
  • Click to Call APIs
  • Agent home screen performance stats
  • Contact Management
  • Customer profile / Customizable view and object structure
  • Customer journey/conversations history
  • Customer Identification
  • Preview Dialing
  • Predictive Dialing
  • Progressive Dialing
  • Voice Broadcast
  • Automated list load
  • Advanced dial rules
  • Automated results export
  • List management Rest API
  • Scheduled Callbacks
  • Extensive list sorting and filtering
  • Optimal Calling hours
  • Dynamic CallerID assignment (local Caller)
  • Right Party Contact Scenarios
  • Answering Machine Detection
  • Usage reports
  • Direct connection to historical DB for external BI tools
  • Recordings Exports
  • Transcripts and cases export APIs
  • Customizable Real-Time Wallboards
  • Data Encryption at rest: $/concurrent user
  • Credit Card screen detection APIs (stop/resume recordings)
  • PCI Certified environment (+ $8000 one time): $/concurrent user
  • Audit trail
  • SalesForce
  • Zendesk
  • RightNow
  • ServiceNow
  • 3rd Party DB
  • 3rd Party Web Service
  • WFM integration (ASPECT, VERINT, INJIXO, LOXYSOFT, MONET): $/concurrent user
  • Amazon S3 data offload (call recordings)
  • Custom SIP Trunk (BYOT)
  • Active-Active DR
  • Inbound to a DID US
  • Inbound to a US toll-free number
  • Outbound US
  • BYOC SIP trunk usage
  • BYOC SIP trunk setup
  • International Rates - vary by country
  • SMS Outbound over toll-free
  • SMS Inbound over toll-free
  • SMS Outbound over local DID
  • SMS Inbound over local DID
  • MMS inbound
  • MMS outbound
  • Local number
  • Toll-free number
  • International DID
  • "Recordings | Chats | Stats | Audit Logs | Emails 1 month | 1 month | 13 months | 1 month | 12 month"
  • "Recordings | Chats | Stats | Audit Logs | Emails 13 months | 13 months | 24 months | 1 month | 24 month"
  • Screen Recording Storage BP - 90 days
Professional
Custom

Features

  • Include Voice Select plan, plus
  • Omni-channel ACD (Voice/Chat/Email)
  • Email processing PUSH - distribution and PULL - shared queue
  • Web chat routing (skills-based)
  • SMS/MMS conversations
  • Social media interactions routing
  • Predefined Conversation Templates
  • Omni-channel conversations
  • Customer data augmentation: $ (usage-based, per match)
  • 360 customer view
  • Real-Time Sentiment level alerts
  • In-App Customer Service SDK (iOS, Android)
  • Chatbot (web chat/sms/messengers) with NLU
  • Sentiment reading
  • Conversations Analysis and Word Cloud
  • Agent Assistance
  • Customer initiated Web Chat
  • Proactive Chat
  • SMS/MMS chat
  • Credit Card Masking
  • Co-Browsing
  • Post transactional surveys
  • Secure forms
  • Web call back
  • Social Messengers (FB, LINE, VIBER, WECHAT): $/concurrent user
  • Credit Card masking from email, chat and voice transcripts
  • Agent Desktop Widget with CTI API
Premium
Custom

Features

  • Include Professional plan, plus
  • Same region (follow the sun) distribution
  • Global Deployment with local voice peers
View Price Page

SCREENSHOTS

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