Bright Pattern Contact Center Reviews and Ratings

Rating: 8.6 out of 10

Score

8.6 out of 10

Community insights

TrustRadius Insights for Bright Pattern Contact Center are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Great Support: Users have consistently appreciated the platform's great support, finding it helpful and responsive throughout their experience. The dedicated support team has been a key factor in users feeling well-assisted and valued.

Simple License Model: Customers have found the license model to be straightforward and easy to understand, making implementation a smooth process for many users. The simplicity of the licensing structure has contributed to user satisfaction and ease of use.

Regular Product Updates: Reviewers highly value the regular product updates and enhancements, which demonstrate a commitment to continuously improving the platform's functionality. These ongoing improvements show responsiveness to user needs and technological advancements, fostering trust in the platform's evolution.

Reviews

32 Reviews

great flexibility and usability

Rating: 8 out of 10

Incentivized

April 25, 2025

Use Cases and Deployment Scope

have expensive per minute call costs, while lacking detailed reporting and customization. we had different tools across teams which created silos and made reporting difficult. Bright Pattern solved this problem for us. It also provided us with a faster and more efficient way to serve clients as the CRM window pops up now so now , with Bright Pattern, customer facing reps don't have to switch between windows.

Pros

detailed reporting
fast implementation

Cons

reporting is great but not user friendly
the interactions tab is over-complicated

Likelihood to Recommend

drawbacks: ineffective calendaring system built internally that does not sync to google rendering it useless, and less controls for management to move reps between statuses, and a semi confusing call campaigns setup.well suited: Bright Pattern is easy to use and simple to understand. -CRM integrations and screen pops allow for reps to easily be able to complete all tasks from the same tab

-rest api automations are great and very capable of getting reps the information they need when/where they need

quick implementation

Verified User

Manager in Sales (51-200 employees)

Vetted Review

2 years of experience

Bright Pattern Review by System Administrator in Healthcare IT

Rating: 10 out of 10

Incentivized

October 2, 2024

Use Cases and Deployment Scope

My organization is a large healthcare network and Bright Pattern is the phone software used for our I.T. Service Desk.

Bright Pattern has addressed many business

problems for us:

>In comparison to our previous phone system

solution, we went from weekly service interruptions to 100% availability every month.

>Simple to use and easy to understand agent

desktop. Our agents had no trouble adapting to the front end.

>Bright Pattern offers many different methods

for which we can integrate with other applications and API's.

>The Bright Pattern historical database is awe

inspiring. There is beauty in the data and how it is organized. Bright Pattern

offers many out of box reports that are great, but from the novice report

writer to the data scientist, there is a lot that can be done. We can answer tons

of questions that we were never able to before now that the data is available

and organized intelligently.

Pros

High Availability
Database
Integration
Reporting
Development
Skilled Support Staff
Helpful Professional Services

Cons

Feature requests take too long to be evaluated and implemented
The support website form asks too many questions
When submitting a ticket, the automated emails are not helpful

Likelihood to Recommend

Verified User

Engineer in Information Technology (10,001+ employees)

Vetted Review

2 years of experience

BEST PRODUCT

Rating: 9 out of 10

October 2, 2024

Use Cases and Deployment Scope

I love that all of our customer interactions are on one platform. Very user friendly and simple to program. I was part of implementing this software, it was easy to train and easy for agents to learn. The software has great documentation if you need assistance, otherwise their support team has been great! They respond quickly and are easy to work with.

Pros

I love Bright Pattern, the demo was great from the start and explained in great detail
As we moved our services over to them they have been super easy to work with.

Cons

When there are changes made or updates I am not notified of the changes that are made

Likelihood to Recommend

Call logs will be more effective if users can independently perform statistical comparisons or if calculated based on key user information such as average call duration, average wait time, daily average answered calls, and the percentage of dispositions used.

Log panggilan akan lebih efektif jika pengguna dapat secara independen menjalankan perbandingan statistik atau jika dihitung berdasarkan informasi kunci pengguna seperti waktu panggilan rata-rata, waktu tunggu rata-rata, panggilan harian rata-rata yang diambil, dan persentase disposisi yang digunakan.

Verified User

Technician (51-200 employees)

Vetted Review

2 years of experience

Bright Pattern Contact Center Review

Rating: 10 out of 10

Incentivized

October 2, 2024

Use Cases and Deployment Scope

We use it as a Contact Center platform for our support channel and we also sell Bright Pattern. The business issues it addresses are the costs related to the Tenant and licensing. Here in Colombia, there are other companies that sell licenses at a lower cost, which is not competitive on that front.

Lo utilizamos como plataforma de Contact center para nuestro canal de soporte y tambíen vendemos Bright pattern, los problemas comerciales que aborda es el costo del Tenant y del licenciamiento, aquí en Colombia existen otras empresas las cuales venden la licencia mas económica y no es competitivo por ese lado

Pros

She has a very comprehensive report. Tiene una reportería muy completa
The scenario construction is very good. La construcción de escenarios es muy buena
The integration of any system through APIs. La integracion de cualquier sistema meduante APIS

Cons

That they had a text and voice analysis module Que tuvieran un modulo de analisis de texto y voz
Customized agent interface with company logos. Interfaz de agente personalizada con logos de la empresa
The softphone, when entering multiple interactions, causes the advisors to become confused when they have several. It should be less complex and more adaptable.
El softphone al momento de ingresar varias interacciones, los asesores se pierden cuando tienen varios. que sea menos complejo y mas adaptable

Likelihood to Recommend

Bright Pattern is an excellent platform, and I like it because it serves many use cases, including sales, customer service, support, and collections. It is suitable for creating large workflows and allows for self-service and transactions, obviously through development, but it is very good. However, it is not optimal because nowadays, WhatsApp integration is required, and it does not have that feature.

Bright Pattern es una excelente plataforma y me gusta por que sirve para muchos casos de uso, para ventas, sac, soporte, cobranzas, es adecuado para crear flujos grandes y que permita hacer autoatención, transacciones, obviamente mediante desarrollos pero es muy bueno, no es bueno ya que hoy en dia se pide el canal de WhatsApp y no lo tiene integrado.

Verified User

Executive in Product Management (11-50 employees)

Vetted Review

Reseller

6 years of experience

Best contact centre solution

Rating: 10 out of 10

Incentivized

October 2, 2024

Use Cases and Deployment Scope

Bright Pattern Contact Center is the best CCAAS platform

Pros

MSCRM Dynamics integration
Realtime agent assist
WhatsApp and other social channels
MS Teams as a Channel
Easy to create an complex IVR flows and Chat flows.
Easy to do integrations
Simplified and feature rich agent desktop
Zero downtime
So many other things to say

Cons

Realtime reporting is good but there should be a pop out if supervisor or a manager wants to see his whole team.
Wallboard needs to have some calculations option. Ofcourse APIs are there but still we recommend
Wallboard needs to have more options to customise

Likelihood to Recommend

Bright Pattern Contact Center is Very easy to use

Verified User

Manager in Information Technology (11-50 employees)

Vetted Review

Reseller

5 years of experience

Improving communication with our customers

Rating: 10 out of 10

Incentivized

March 12, 2024

Use Cases and Deployment Scope

We implemented Bright Pattern Contact Center as our Support Contact Center, and it will allow us to implement voice and WhatsApp channels to improve communication with our customers.

Pros

Integration
KPI's metrics
Omnichannel

Cons

User interface
More native integrations
More channels

Likelihood to Recommend

Bright Pattern Contact Center is well suited for companies with high regulatory compliance requirements, and less appropriate companies with limited IT resources.

Verified User

Director in Product Management (501-1000 employees)

Vetted Review

Reseller

1 year of experience

Bright Pattern Contact Center omnichannel contact center software review

Rating: 10 out of 10

March 10, 2024

Use Cases and Deployment Scope

We are a Bright Pattern Contact Center partner in South Africa. We selected Bright Pattern Contact Center as our omnichannel contact center product of choice for 3 key reasons.

1) 30% - 40% saving on license fees vs competitors. License model is simple customers do not have to pay extra for every little add on.

2) At least 50% quicker to implement than any other product we worked with to date.

3) Fantastic support. You can talk to anybody in the company, no client is too small to have their voice heard. Bright Pattern Contact Center is quick to sort out any bugs and listen to the feedback from their partners and clients.

Pros

Great support
Simple license model
Easy to implement and configure
Regular product updates and enhancements
Stable runtime environment

Cons

Some of the configuration screens could be labelled better to help new comers adapt quicker

Likelihood to Recommend

Applicable across the board from small enterprises of say 5 users up to large call center with 100s of agents.

Handles all omnichannel communications.

Strong in and outbound call capability.

Leo Malan

Director in Information Technology at ODEK Telecoms (11-50 employees)

Vetted Review

3 years of experience

Our Bright Pattern Contact Center Success story

Rating: 10 out of 10

Incentivized

March 10, 2024

Use Cases and Deployment Scope

We're currently using the platform for inbound, outbound calls and chats. We're also using Bright Pattern Contact Center for automated SMS and Voice campaigns. The scope of our use case includes:

- Managing inbound and outbound customer interactions across multiple channels.

- Providing omnichannel support to meet customer expectations.

- Optimizing agent workflows and performance through advanced routing and analytics.

- Adapting to changing business needs and regulatory requirements.

- Enhancing overall customer experience and satisfaction.

Pros

Automated outbound campaign
Robust APIs
Amazing implementation team

Cons

Custom reporting could be easier
Slightly different approach to SMS functionality
Enhanced Scenario Builder

Likelihood to Recommend

Bright Pattern Contact Center shines when it comes to: High-Volume Contact Centers, Dynamic Routing and Workflows, Compliance-Conscious Industries, Remote and Distributed Teams.

Bright Pattern Contact Center does not excel when it comes to: Simple Contact Center Needs, Complex or custom Integration Requirements, if you are on a budget constraint or if you need Highly Customized Contact Center Workflows.

Verified User

Manager in Engineering (51-200 employees)

Vetted Review

1 year of experience

Bright Pattern Contact Center Review

Rating: 9 out of 10

Incentivized

March 10, 2024

Use Cases and Deployment Scope

As a Business Process Outsourcer specializing in Contact Center services, we use Bright Pattern Contact Center as the CCaaS platform for our inbound and outbound interactions via inbound/outbound voice, email, chat and SMS. We also take advantage of the Omni QM quality management solutions as well as their reporting and various API. We use their platform to serve dozens of clients in varying industries.

Pros

Easy implementation
Excellent uptime
Fantastic customer support team

Cons

More customizable and robust out of the box reporting
WFM component
Easier/cleaner Chat GPT integration for generative AI agent responses and notes

Likelihood to Recommend

Great product for a BPO contact center. It has an easy and quick implementation time frame, very stable and reliable infrastructure and a knowledgeable and helpful support staff.

Jonathan G. Martin

CEO in Corporate at Telecom, Inc. (201-500 employees)

Vetted Review

3 years of experience

View profile

Excellent Automation Capabilities!

Rating: 10 out of 10

Incentivized

March 9, 2024

Use Cases and Deployment Scope

We were looking for an omnichannel solution, and Bright Pattern was delivered! We had a handful of problems that they helped us address. First, we pushed email contacts to our agents, but we still wanted agents and management to have the ability to view emails in the queue and pull them when needed. Second, we were looking for greater automation capabilities and really for our team to be able to control more of the product and make changes on the fly. We've been able to automate a significant number of our contacts with Bright Pattern, and more importantly, we were able to build those automations ourselves!

Pros

Voice & chat scenarios - tons of great capabilities to deflect customers.
Ability for us to manage and build our own platform.
Amazing support from onboarding team.

Cons

Email capabilities - we'd like to see the same level of capabilities that chat and voice scenarios have.
We'd like email and chat transcripts to be part of the historical reporting API.

Likelihood to Recommend

Bright Pattern has been fantastic in allowing us to automate voice and chat contacts, and we're currently building out scenarios that will allow us to automate even more. It's super simple to collect data from customers, and using some API calls provides the answers they're looking for without a human needing to get involved. There is less functionality currently for emails. Emails can be routed to queues based on keywords, and auto-replies can be sent, but it's pretty basic functionality. We'd love to see some of the enhanced capabilities offered in voice and chat scenarios for email.

Verified User

Analyst in Customer Service (501-1000 employees)

Vetted Review

1 year of experience

Loading Reviews List....

Bright Pattern Contact Center Review

Rating: 10 out of 10

Incentivized

October 2, 2024

Use Cases and Deployment Scope

Pros

She has a very comprehensive report. Tiene una reportería muy completa
The scenario construction is very good. La construcción de escenarios es muy buena
The integration of any system through APIs. La integracion de cualquier sistema meduante APIS

Cons

That they had a text and voice analysis module Que tuvieran un modulo de analisis de texto y voz
Customized agent interface with company logos. Interfaz de agente personalizada con logos de la empresa
The softphone, when entering multiple interactions, causes the advisors to become confused when they have several. It should be less complex and more adaptable.
El softphone al momento de ingresar varias interacciones, los asesores se pierden cuando tienen varios. que sea menos complejo y mas adaptable

Likelihood to Recommend

Verified User

Executive in Product Management (11-50 employees)

Vetted Review

Reseller

6 years of experience