Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18

Ovum matrix

Ovum, an independent analyst and consultancy firm headquartered in London, which specializes in global coverage of IT and telecommunications industries, has recently covered Bright Pattern in its Decision Matrix report. The 3 takeaways are:

Bright Pattern tops customer reviews

“In the area of execution, which was based on a customer feedback survey, Bright Pattern was the shining star in the ratings. Bright Pattern’s customers rated the company and its products at the maximum level achieved by any other vendor in the categories of product quality, hosting reliability, feature functionality, multichannel innovation, usability, professional services, and deployment time. Customers also rated Bright Pattern well above average in the categories of ease of integration, pricing, and customization. ”—Ovum

Bright Pattern offering is mature offering

“More impressive than the customer ratings themselves is the consistency of the company’s ratings across all these measured areas. Based on these ratings, Ovum believes Bright Pattern is the challenger to watch as the company and its products mature and reach their peak in the marketplace.”—Ovum

Bright Pattern is Enterprise-ready

“Bright Pattern matched the best vendors in reliability and scalability, administration and monitoring, core platform functionality, and security. The Bright Pattern Cloud Contact Center was at least at, if not slightly above, the average of all products, in the areas of interoperability, solution breadth and depth, and overall capabilities.”—Ovum

Slide Serenova Talkdesk NewVoiceMedia Bright Pattern NICE inContact Five9 Genesys 8x8 12 10 8 6 4 4 6 8 10 12 Leader Challenger Follower Overall technology assessment score (Scale 1-10) Overall execution assessment score ( scale 1-10) Bubble size represents market impact.