Who Uses This Software?

Enterprises (up to 10,000 agent) as well as midsize companies (30 agents).


Average Ratings

73 Reviews
Functionality Recommended Support Value

  • 5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $70.00/month/user
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Bright Pattern
  • www.brightpattern.com/
  • Founded 2010
  • United States

About Bright Pattern

Bright Pattern provides the most simple and powerful contact center software for innovative midsize and enterprise companies. Bright Pattern offers the only true omnichannel cloud platform across channels like voice, text, chat, email, video, messengers, and bots. The company was founded by a team of industry veterans who pioneered the leading on-premises solutions and today are delivering an architecture for the future with an advanced cloud-first approach.


Bright Pattern Features

  • Blended Call Center
  • Call Logging
  • Call recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics

Bright Pattern Reviews Recently Reviewed!


Bright Pattern - Advanced Contact Centers made simple

Feb 22, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is an extremely robust, while easy to use software.

It can handle massive telephony centers with ease while maintaining competitive telco charges.

There is an excellent in hours customer support center that has gone to bat for us time and time again.

The scenario builder will allow anyone with a basic knowledge of telephony to easily program any time of campaign.

Their Development team is consistently looking to improve their software and will often reach-out/receive feedback on what features should be brought in.

Cons: Pricey. One of the big hang ups we have with Bright pattern is that were not quite to a place where Omi-channel telephony can be fully utilized and so I feel that I pay for my features/channels I do not use

Some features are rather rudimentary like the built in QA software, or auxiliary state controls

After hours support feels redundant and doesn't seem to reduce wait times on urgent tickets

Carrier Trouble ticket reporting can be hairy

Overall: Bright Pattern is a company worth investing in! We run a BPO of 150 agents collecting accurate data for market research and polling. We were on an archaic free source telephony system with some built on features that we were overpaying for. No we have a robust system for almost the same cost and we don't have to employ a developer to maintain a simple dialer. We've stepped into the future of contact centers.

Recommendations to other buyers: If you are an established multi channel center the switch to Bright Pattern Vs. The development of bridges between channels is a no brainier. You'll save thousands in development costs and allow for cross/multi-channel communications with unbelievable ease. You'll also have complete access to all of your relevant data if you want to build on/plug in tools such as time clocks, WFM, or Payroll. For a Business looking for consistent use in anything more then signal channel interactions, Bright Pattern is the choice

I use Bright Pattern as an outbound telephone and SMS platform. They have been very helpful!

Aug 05, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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Pros: I love the omnichannel support. I was able to design an outbound dialing program that incorporates telephone calls, automated voicemails, SMS messaging, and email. This approach took my contact rate from ~35% to 61% last month! I could have have accomplished this with out the creativity and expertise of the support staff, they are very knowledgeable about their product and very willing to help with solutions.

Cons: It seems to be better designed for a small number of large dialing campaigns as opposed to a large number of small campaigns, but this is likely an issue across predictive dialing platforms. When I am testing new campaigns that only send 100 or so leads each day, it is often more beneficial to manually dial them in 'Preview' mode rather than set up dialing rules and unique campaigns because having one or two agents assigned to several small campaigns often makes the dialer "choke" for lack of a better word. I have also had some integration issues with our CRM, but again I do not believe that 100% (or any percent, to be honest) a reflection of Bright Pattern as much as it is on our CRM software.

Overall: Significant increase in contact rate, ease of user experience.

Bright Pattern

Mar 17, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Flexible and powerful.

Cons: Custom reporting is a little difficult, however this is being addressed in a coming release.

Overall: Trusource Labs is third-party contact center outsourcing company. As such, we are exposed to a number of different cloud contact center and ACD solutions. Our experience with Brightpattern has been great. We have been using Brightpattern for about two-and-a-half years now. During that time there have been a steady release of updates and improvements. Brightpattern is very receptive to customer requests and enhancements. We mostly use the voice capabilities, however we also use chat/SMS and have currently started working on integration with a mobile app. We have integrated Brightpattern with Salesforce and Zendesk. Zendesk integration was pretty seamless. The integration allows us to make routing decisions based on customer information stored in Zendesk, further customizing the interaction flow. In the end, not everything goes as planned. Questions, as well as problems have come up, and the knowledgeable support staff has always been very responsive in answering questions and resolving problems.

Recommendations to other buyers: Spend the time and get acquanted and it do some pretty creative things.

We've tried many other cloud-based contact center solutions. Only Bright Pattern could scale with us

Feb 24, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The robustness of the underlying technology to withstand exponential growth.

Cons: The User Interface could use a design upgrade.

Overall: As a company that serves tens of thousands to hundreds of thousands of senior citizens, our customers want to talk to us via phone. Our customers do not use email, social media, nor other digital communications channels. Our technology team evaluated and even ran live with several other cloud-based contact center solutions and nothing was able to scale and maintain voice quality except for Bright Pattern. Most of the other cloud-based contact center solutions were able to handle our volume when we only had a few agents. But once we started to grow our volume and hiring of agents exponentially, only Bright Pattern proved robust enough to scale.

Recommendations to other buyers: Start small and test Bright Pattern. It's not the easiest to learn software but if you're running a large volume contact center, then Bright Pattern is the only one of the new generation contact center software providers that could handle growth.

The most seamless omnichannel cloud contact center

Apr 12, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: After evaluating all the known solutions from the big boys - we found the Bright Pattern solution to be the most innovative and disruptive solution. Pretty much everything and all feature we wanted is out-of-the-box. And where we needed to integrate the IVR and the other workflows with our CRM, the open API's and pre-built integrations made the task super easy and seamless. The web based admin portal with drag and drop functionality is unparalleled and really makes it easier to configure manage the contact center within minutes and removing the complexity that you see in traditional platforms. Overall - a full featured contact center platform, capable of competing with the industry leaders, yet far more simpler and easier to use. Implementation and migration was a breeze - far less effort than what we had expected.

Cons: Perhaps improve on the UC aspects of the platform.

Overall: 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.

THE BEST and ONLY ONE TURE OMUNICHANNEL SOLUTION!

Sep 21, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Scenario builder and Omunichannel capability are wonderful. I also like SNS integration including LINE, AI Watson integration and Proactive Chat. This is a ALL IN ONE solution with APIs which can give me freedoms to integrate other softwares easily. Voice, SNS, Chat, Video, CRM, SMS, AI and ticketing system are all connected and integrated nicely so that a call center agent can easily use without any stress. I believe that this software is the ONLY ONE TRUE OMUNICHANNEL platform and Bright Pattern is very quick in integrating their software with other third party softwares. And because of that, the software is always NEW AND UPDATED. This is also one of the reasons why I like this software. Their support team is very nice and they are very quick to respond to any of our inquiries in a kind manner.

Cons: Pricing is not very low but reasonable because of their sophisticated omunichannel functionalities and wonderful customer support.

Overall: Installation is very easy and easy to set up without any stress. System is very stable too.

Great for the Start-up and MidSize Company

Feb 06, 2018
3/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Remote Cloud based system, requires an online download for the compatibility of the software to your desktop. Allows for call outcome and dispositions to be added, edited. Has user directory, can take notes on the caller. Can while on the call stop recording, saves the users daily call log. Allows for users calling inbound to be placed on a callback list which the system will generate a callback when the call volume decreases in the queue. The system is easy to use has mute functions on the screen if you do not have capabilities on your headset. Has caller ID for those callers in the system. Allows for transfers and holds. Employees get their own designated extensions for each campagin. Allows for campaigns to be set-up.

Cons: The call log would be more effective if users could independently run stat comparisons or if it tallied for the user key information such as average call time, average hold time, average daily calls taken, and percentages of which disposition is used. Because call centers are so competitive and this information is monitored for employee performance. allowing employees to be accountable on their own for improvement wiill benefit the agent and company for better productivity due to agent awareness. Having the ability to pull up a call and see what you dispositioned it as would be useful as this is a function of FIVE9 that was very useful for agents to recall the call outcomes. It would be nice to hear a warning beep a minute before the next phone call comes in and 2 beeps 30 seconds before your next call comes in so agents are not still typing notes in the CRM and a call comes. Customers would complain that they would leave a number for a callback to be called back and placed on hold again, or not be called back at all. Need a feature for automatic call recording to be optional and when a user accepts an inter-office call it asks both users do you want the call recorded if both users do not say yes it does not record. I would get kicked out the system and it shows me as not ready but I would be on an active call but with no ability to disposition the call nor was it showing I was on a call which hurt my agent performance for calls not being dispositioned. Calls that are not dispositioned due to software failure, data connection etc. or being lost should somehow indicate rather than not dispositioned something like "network failure" so administrators do not think agents are simply not dispositioning call outcomes. Maybe possibly creating an integration with CRM software which when caller ID has identified the caller it can pull the account up in the CRM and calls which have not been dispositioned when a new call is taken the softphone will copy the major account changes to the call and for disposition it says OTHER-and action in the CRM such as refund, cancellation, no changes. If a user fails to log out of BrightPattern the next day when the system opens that user wiill have calls routed to them. Maybe having a feature which specifies times a user gets phone calls. to end or begin or both. This was a challenge when a user has a password on their keyboard and mgmt is not there and you can not sign in to the computer to log them out from taking phone calls. Or having a feature after 8 hours of no phone calls the phone will automatically go into sleep mode and not accept phone calls. Needs the ability to tell you which campaign a person is calling into, showing the phone number the person actually dialed.

Great service and awesome call quality

May 25, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use, great call quality. Nice to work from pretty much anywhere. also nice to have the handy help tool with preloaded email address.

Cons: When you are on a call, break, lunch or otherwise set away/not available for calls it would be nice if calls went directly to VM. Also when you are on lunch and break when someone calls the timer resets. The call box is small so when you are looking for a phone number in the directory s it can take awhile. This is secondary but it would be great it he ring ring was different for like a group message or if someone is sending something directly to you on the phone.

Overall: Freedom to work from a remote location

Powerful, Flexible, and True SaaS

Feb 16, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: First, the Brightpattern team is extremely customer focused and always willing to support customizations, or modifications to the product to address feature requirements in a quickly changing market. The service pattern product is forward looking, and built for the cloud. I view this as a very safe investment in the critical customer care market that has become one of the key ways in which businesses can differentiate themselves

Pros: True Omni-Channel routing agent interface. Simplified administration, from 0 to live and routing interactions in minutes High reliability 99.999% and better.

Cons: Quality Management in need of improvement, control for ensuring TCPA compliance in outbound campaigns.

Truly omnichannel platform with powerful outbound engine

Mar 19, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: BrightPattern has very innovative solution which provides truly omnichannel platform. Among inbound, email, chat, video, SMS it has powerful outbound engine. With 4 dialler modes companies could be more productive than on any other platform. Specially designed supervisor desktop gives full campaign control: from lists to operators. Highly recommend to all companies looking for fast, solid and professional outbound platform.

Cons: nothing special that could not be improved, slightly outdated interface - but it should be updated in new version))

A Bright spot in the Call Center Solution marketplace

Feb 05, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is a big call center but is not intimidating and I found it very easy to configure and use. The support is fantastic and you are actually allowed to talk to people who know the product and can look at it from a highly technical standpoint. High quality and easily scalable.

Cons: Would like to see more officially recognized virtual desktop support. With that said we are running it on our VDI systems with no major problems.

Overall: We started with Aspect's UIP solution and then went to Aspect's Zipwire Product which really was a branded Bright Pattern that Aspect managed. While we still had downtime and problems we found the product better than UIP. We moved over to BrightPattern and since then I've cut down my time on the phone with support and overall downtime has been almost non-existent. A great experience. Bright Pattern is really looking to build a great product and is really listening to and trying to make their customer's happy.

Robust Platform

Mar 14, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Comments: Bright Pattern multi-channel platform was an ideal solution to all of the needs of the contact center. We were able to apply chat solutions to improve resolution times and meet client SLA agreements by distributing the workload according to quick troubleshooting and channel distribution, allowing for email, phone follow-ups and first time resolution through the integrated chat sessions, Bright Pattern's multi-channel solution was all we needed to improve our solutions and provide expedited customer service and technical support. The integration and admin setup went smoothly and the implementation team was supportive along the way. All around good service with a competitive pricing plan.

Pros: Smooth integration and setup with multi-channel options and easy to use system administration.

Cons: No cons

Great Support for an easy to use softphone platform

Feb 27, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Bright Pattern is the best softphone VoIP provider we've found. Their service is top quality - we've had no issues since we migrated over a year ago. They were able to help us build a relatively complex and unique phone routing system. When they didn't have a feature we needed, they helped us build it or figure out a way to reach the same goal in a different way. Their support team has been world class. It has been a pleasure to work with them and most of the time I don't have to think about our phone system - which is exactly what I want - a scalable, no fuss, working system for our team.

Pros: Exemplary technical support with a reliable, quality product. Agents like the easy UI and simple tools.

Cons: Some set-up is confusing and counter-intuitive

An excellent VOIP solution for SMBs

Feb 19, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Support, Multichannel, Cloud Based, Price

Overall: As the founder of a B2B Sales startup, it was important to acquire the VOIP technology we needed for our team to be successful. Bright Pattern offered us the enterprise-grade multichannel solution we needed at a price that made scaling affordable. Bright Pattern's team treated us as valued partners every step of the way. Support was excellent after implementation - I would rate their support as best in class.

Recommendations to other buyers: This is a very solid choice for SMBs looking for an enterprise-grade VOIP solution that can scale with the business.

Excellent Contact Center Infrastructure / Fantastic Technology Partner

Apr 03, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Reliability, scalability, multi-tenancy, APIs, mobile SDK

Overall: BrightPattern continues to be a reliable and innovative technology partner for ITyX Solutions. BP's decades of experience in the field of contact center infrastructure have helped us tremendously.

The technology itself is reliable, scalable and offers unparalleled functionality and transparency. The system is sophisticated, yet simple to use.

As partners, BrightPattern has always been proactive and extremely helpful with prospects and accounts.

Overall: Highly recommended!

A very easy deployment and great capabilities

Feb 27, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of Implementation, Built-in, robust features, support during implementation. The cloud-based service has eliminated the need for in-house support of legacy hardware, giving us more agility and ability to scale.

Cons: The email handling capability is not one-size fits all. We had very specialized needs and it did not make sense to migrate that into Bright Pattern. Reporting is good but is being improved

Overall: I recently deployed this software for an outsourcing firm. They were able to deploy it in service of over a dozen customers. Bright Pattern was easy to deploy. Someone with basic technical understanding could deploy a fully-featured solution easily. From signature to the phone ringing was under three weeks for a complex application.

We have been well supported by Bright Pattern both during the implementation and beyond. The company is well organized and has a solid plan for future enhancements, including reporting.

I would not hesitate to recommend Bright Pattern to other clients of mine.

Recommendations to other buyers: Spend some time on the design before you jump into the implementation. The "art of the possible" is very high with Bright Pattern. There are some radical capabilities you can drive with this tool that will benefit your customer experience.

Bright Pattern brought us the ability to have complex inbound IVRs with fairly simple setup.

Feb 24, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It has a flexible IVR that allows us to handle complex inbound scenarios and is fairly simple to use and change.

Cons: Salesforce.com integration works well as long as the call was initiated or received in Salesforce. We would like to see stronger integration for OB and IB calls not initiated or received in Salesforce.

Overall: We use Bright pattern to handle our complex IVR Scenarios that include interactions, lookups and writing to external sources, interactions with callers, and different routing depending on call scenarios. It plays a crucial role in our day to day business as it helps us to collect data as soon as the caller enters the IVR.

Robust Omnichannel capabilities

Mar 07, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Support for full suite of channels and seamless ability to "follow the customer" to move between channels.

Functionality throughout the contact center lifecycle

Self-service configuration, administration tools

Efficient user interfaces for agents and supervisors

Cons: Would like better/easier approach to bringing existing knowledge management content into or integrated with native Bright Pattern knowledge base.

Overall: Very responsive with support tickets. Provide resources to help understand our business goals and work together with us to help achieve objectives.

User friendly, Intuitive, Easy to deploy SaaS

Feb 17, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Brightpattern team has come up with great ideas over the years to make this a great Cloud product. It is easily deployable and reliable in a cloud environment. The service pattern interface is very intuitive and user friendly which allows for fast configuration and navigation. You can literally setup a call center, with true Omni channel capabilities in matter of minutes and be in business.

Pros: Omni channel routing, easy to use interface, performs well, innovative feature set.

Excellent software, service and support...!!

Feb 28, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Bright Pattern is the most effective cloud contact center software compared to those we have used for several years. It offers one of the best multichannel services. We currently utilize all channels and our customers are extremely satisfied. Bright Patterns solution has definitely offered non-disruptive maintenance and is very easy to scale from 5-1000+ concurrent agents. They have a great support team who has always responded immediately to our questions/concerns. Highly recommended!

Enterprise grade omni-channel cloud based customer engagement solution

Oct 02, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intuitive UI/UX and functionality for users at all levels from agent through to department head with an awesome team at BrightPattern to compliment.

Cons: Quality management functionality for assessing interactions is limited

Overall: Business continuity, single unified global platform seamlessly access by agents in 3 sites in 3 different countries, omni-channel

Bright Pattern User Review

Mar 25, 2015
5/5
Overall

4.5 / 5
Ease of Use

4.5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: On the performance side, Bright Pattern is easy to start, highly customizable, fully featured, and very scalable. In minutes, you can have a campaigns set up and running. On the reporting side, data is easily retrieved for analysis. Call recordings is a welcome feature as it is very useful for training purposes. Customer service is very good. The staff is very knowledgeable, and is very responsive to questions and requests.

Cons: List management is good overall, but can be more robust. For example, it would be nice to be able to make changes to lists during live campaigns.

Recommendations to other buyers: Look for solutions that can scale as your business grows. Changing vendors is hard and expensive, so having a solution that will scale alongside your business is very important.

Works out of the box, great customer service

May 21, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's easy to set up and use, it also doesn't take much time for integration. Their support team is always quick to answer any question, and are very knowledgeable.

Cons: I have no complaints really, except maybe I feel like I could be utilizing it more than I am now? I'm sure they have a lot of cool features, I just don't know about them. Also, not related to the product, each time I send in a support request I feel like I get 2-3 automated emails before someone actually responds, then I receive automated emails for each interaction. It crowds my inbox.

Overall: Easy to implement and use, simple to track calls and pull data.

Very good, the customer support is amazing. They are always there if we have a question.

Jun 29, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Excellent Customer Support- for implementation, ongoing support and enhancement requests Concurrent licenses and not being double charged by channel, integration with Zendesk.

Cons: I wish that chat was a bit easier to customize through the admin console, instead of having to update the code. (text changes for ex.)

Overall: Cost savings, unified desktop for agents, the enhancement requests we wanted, the peace of mind that we have a team that really cares about helping us meet our goals.

High value CC apps

Apr 07, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Service pattern provide a easy setup and full-featured CC by cloud. No need special code and easy integration with CRM using Scenario builder!

Cons: Service pattern covered basic feature for not only voice but also digital channel. so I request modern user interface :-)

Bright Pattern, best Contact Center Software

Feb 23, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use, excellent service support.

Overall: We tried multiple Contact Center Software before Bright Pattern, but we kept only Bright Pattern because of its capabilities, ease of use, non-disruptive maintenance and update. Bright Pattern has provided us the best service and support.

Easy to use

Feb 11, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Does what it says on the tin and is very easy to use.

Excellent customer service, the guys are always available for a quick call.

Cons: Quality Grading is very basic , roles could be furter fine tunes

Working with our Team at Bright Pattern has been amazing and the best experience ever!

Dec 06, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Skill Based Routing, scenarios, creating users, lists, uploading queue messages via a wav file and the list goes on.

Cons: When moving agents to different teams it put their skill back at 100 for all the services versus keeping it how it was and it's been challenging for our call centers to manage this. And I wish there was a way we could move multiple access numbers to a scenario & Service at the same time versus one by one. Some of our client's have 1000+ phone numbers that all route to the same scenario & service etc...

A decent virtual IVR for making and receiving customer support calls

Jun 12, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: You can use it as a softphone, route to a deskphone, or connect with an external number like a cellphone. This makes it versatile and great for work-from-home implementations. Integrates with ticketing software like Zendesk well.

Cons: Not the most reliable system and frequently encounters SIP errors or logs itself out without clear notification to the user. Seems to happen more often when opening new tabs. This may be due to using it as an app within another system, but it means you have to be vigilant about your current status. I also use this in a low-volume environment, so not sure how the experience would be if I was using it for a true call center.

Amazing Product

Feb 24, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: You can customize almost everything, but has the standard features so you only have to customize the areas that you need. Easy to use from rep level all the way up to the super user.

Overall: I have worked in the call center industry for 20 years, and the Bright Pattern team bring a level of excellence and service that above the standard. We could not be more pleased with their product, and I absolutely recommend them to anyone in a call center environment.

Recommendations to other buyers: If you can't figure it out - ask. They have a highly skilled team that will find a way.

Solid Omani Channel-Pro-Grade

Feb 24, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: OmniChannel. Cloud but built by serious telco engineers.

Cons: reporting suite - interface looks old. New one coming

Overall: We use BP everyday to route calls between the US and the Philippines. Solid system with no downtime. I have been in the business for a longtime. Professional grade.

Recommendations to other buyers: Solid and easy to use. Agent training is fast and easy.

Great Setup & Customer Support

Feb 17, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Training & Setup

Overall: Bright Pattern Team is Above and beyond when it comes to training and setup.

Customer Support - Technical Team is outstanding!

I use Bright Pattern to contact voters quickly, easily and effectively.

Jun 14, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is powerful enough to dial thousands of numbers very quickly. It is affordable as compared to other systems. The interface is flexible enough to fit my niche market. Staff are remarkably responsive.

Cons: I like finding bugs in software. This software failed to give me bugs. We helped develop the framework for the pop-up screen initially and may revisit the design.

Overall: Powerful. Flexible. Affordable. I regularly recommend this software to my peers.

Overall Great!

Mar 22, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use

Cons: Difficult to create new reports

Overall: Using BP is overall simple and working with the support team is great. I only wish it was easier to create reports in the system (not using JS).

Recommendations to other buyers: n/a

Bright Pattern Flexibility

Feb 23, 2017
5/5
Overall

4 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: As an IT consultant, I recommend contact center solutions to my clients. There are a number of excellent contact center software solution providers, all with high reliability and ease of use. I highly recommend Bright Pattern because as a company I know when they make a commitment they won't let my clients down. The Bright Pattern team I work with is very sharp and creative. It is refreshing to work with professionals.

Pros: Excellent multi-channel applications

Cons: They need to continue to build out their offering.

Recommendations to other buyers: The people at Bright Pattern are very responsive and while they want the business, they will not represent a solution that if it is not a solid win for the customer.

Bright Patterns

Apr 10, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: It's very easy to use and understand and most of the times we don't have any problems.

Cons: Sometimes it will freeze and you aren't able to accept a call or the system will kick you out.

Overall: Overall my experience with it has been pleasant. It works fairly well and is easy to use and understand.

Bright Pattern Review

Nov 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: We use this for our phone system at work. The voice quality is clear. Easy to manage people and phone queues.

Cons: There can be a bit of a delay on some calls, but its not that bad.

A Nice Change`

Apr 12, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: A couple of things that I love about Bright Pattern is the stability of the platform. It does not crash like the competition. Secondly, the feature to flag a call with an issue is awesome. I have only had to use it once, but it is nice to be able to let tech support know about what happened immediately and to mark the call that it happened on.

Cons: I don't really have a complaint at this point. The only con is learning the breadth of things that the platform will do takes some time to learn. :-)

Friendly

Apr 11, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: The software is very friendly and it helps me to give the homer's all the information that they are requesting

Cons: Sometimes my answer button does not comes up to answer an phone call

Overall: My overall experience is a very good one. There is no headache here

Capterra loader

Best for managing calling centers

Dec 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Integrates both voice call and email systems such that call centers can simultaneously deploy these tools promptly. It has an easy documentation process for future references and client follow-ups.

Cons: The app has a tendency of logging off the user when it goes in idle mode, which leads to missed calls and inconveniences for the user and the client.

Overall: Good for call center management.

Partnership Review

Feb 22, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is easy to use, has a ton of robust features and integration capabilities, and flexible to access via web interface.

Overall: We have been a partner with Bright Pattern for nearly a year now and have had nothing but a fantastic experience in working with them. They have a top notch solution that rivals and surpasses some of the largest competitors in the market. From their robust product set to their friendly and knowledgeable staff, you can definitely expect to have a great experience when working with Bright Pattern.

Smart softphone VoIP provider

Jan 09, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's predictive soaking technology turned out to be very effective for my organisation. It's versatile system and has a helpful virtual call back queue integration.

Cons: Call drop, technical support, API documentation are some things that need to be worked on.

Overall: Cost effective product. Helps in managing some of the core call centre tasks which are otherwise difficult with other apps

Bright Pattern for Customer Support

Feb 03, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Bright Pattern as an add-on to Zendesk allows you to receive calls and make calls to your customers easily.

Cons: I've had a positive experience with Bright Pattern and don't have any cons to share at this time.

Works Great

Nov 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: The ease of use for user and the adavance option for manager/supervisors

Cons: Not sure, really haven't had issues while using it, it's pretty east to use

Overall: It's beemn awesome

Quick turnaround, responsive support, great functionality.

Mar 22, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: True omnichannel and powerful integrations; great people - have had a lot of questions and answers have been quick and thorough.

Cons: Somewhat complicated, and training could be more customized (got a lot of info for things we aren't going to be using, or using in the near future)

This call center package provides everything I need and more and the support team is phenomenal!

Oct 17, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I can do everything I need to do for my clients in one location. Call routing, reporting, quality and knowledge tools are all located in one spot.

Cons: The admin guide is a little hard to maneuver but the support desk is always happy to assist when I don't have the time to do it.

Bright Pattern - a world of difference

Apr 02, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Documentation and customer support put other CCaaS platforms to shame.

Cons: Not as well known as 'the big guys' but this also gives us a competitive advantage!

Overall: Ability to take our existing phone system configurations (users, skills, proficiencies, etc.) and migrate into Bright Pattern - top notch!

Very efficient

Oct 30, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's a very easy to use app that allows me to offer efficient service to my clients.

Cons: Initially using it it was a little hard to navigate but after practice and constant use it was easy.

Overall: Very positive. I'd suggest this to anyone who relies on customer service.

25 Years of Call Center Experience, BrightPattern is the best.

Mar 14, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use, coupled with excellent features.

Cons: Virtual queue callback should be more of a "thing".

Overall: One of the easiest systems to use I have encountered in 25 years of call center experience. The technology is amazing, and the customer service even better!

Recommendations to other buyers: If you are on the bubble, buy it. Period.

Operations Manager

Feb 23, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Comments: Overall very little down time with the system, user friendly for the most part. Allows the business to be in control of how inbound/outbound calls and emails are managed. With having the ability to make the hands on changes/update I am control of the flow of how we handle our customer calls and emails.

Customer support- The team is awesome when you have questions or need assistance. They are always willing to assist and will even do training as needed. If there are technical issues side they are quite to assess and diagnose the problem and get back to you promptly.