Who Uses This Software?

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


Average Ratings

51 Reviews
Badge-functionality Badge-recommended Badge-support Badge-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 is the most effective cloud contact center software which helps businesses to simplify multichannel service. Bright Patterns solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Patterns out-of-the-box CRM integrations increase agent productivity with an integrated UI.


Bright Pattern Features

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Knowledge Base
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Quality Management
  • Queue Manager
  • Virtual Call Center
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Call Monitoring
  • Call Recording
  • Call Results
  • Call Transfer
  • Callback Scheduling
  • Campaign Specific Caller ID
  • Contact Management
  • FCC Compliance
  • FTC Compliance
  • Lead Capture
  • Lead Management

Bright Pattern Reviews Recently Reviewed!

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
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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.

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
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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.

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.

Super easy to use UI and great customer support

Jul 10, 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: In addition to the awesome UI the real-time data makes collecting and verifying caller information a breeze

Overall: Having access to instant caller information allows us to make real-time decisions for our businesses

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
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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.

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
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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.

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
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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

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

Comments: Service pattern provide a easy setup and full-featured CC by cloud.
No need special code and easy integration with CRM using Scenario builder!

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 :-)

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!

Great partners to work with

Mar 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: 9.0/10 Not
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Pros: Flexible platform

Cons: I miss API webhooks, but it is coming in the next release!

Overall: Reply.ai partnered with BrightPattern to bring bots and chat automation to their cloud contact center software and it's been a very productive partnership. Very easy to work with. Looking forward to collaborate more.

The art of making a great decision

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality

Comments: Their software satisfy and anticipate all market needs: it is innovative, complete but easy to use. And what about Customer Service? They are prompt, clear and helpful.

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

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))

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.

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

Bright Pattern-Making Good Support Easy

Mar 14, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Overall - After many years working with other systems, it's great and enjoyable to have the Bright Pattern product. Bright Pattern provides timely support visuals/needs with features that can be customize to desire. Reporting made easy at the drop of a dime with key data. A cloud based system that works with limited downtime.

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
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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.

Modern cloud solution

Mar 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Bright Pattern is a modern, dynamic, agile company. Things do happen there! It is easy to work with them.

Innovative Platform, Fantastic People

Mar 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Bright Pattern stays ahead of the curve, and their team is wonderful to work with. It's been a pleasure partnering with them.

NexGen Agency Review

Mar 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Great product and very rich features! Easy to implement and they have an awesome and highly responsive support team!

5 Star Experience

Mar 08, 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: It has been carefully thought out, so that it is flexible and caters for different customer expectations..

Cons: Nothing, I love it.

Overall: Worked with this software in a previous life. Everything you want in a cloud product. Secure, reliable, agile, scalable, flexible - with expert resource on call, this product is amazing.

Recommendations to other buyers: It's not just the software, it's the people supporting that really add a lot of value, and help enable businesses to leverage the capability properly.

Great CTI Software solution

Mar 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: We have long experience about this solution and Bright Pattern always gave us
solid and latest features. Also, their architecture which is designed for Cloud
bring us a lot of benefits and flexibility.
Now, we run about 1500 seats and it helps our business growth.

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!

Amazing Solution, Awesome Team

Feb 28, 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: This is real deal Omni-Channel call center solution, that is scalable and enterprise strength. Experienced Executive team and knowledgeable engineering and support teams improve the odds of successful implementation.

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
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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

Bright Pattern... your future is Bright

Feb 27, 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: My experience with Bright Pattern has been amazing...the customer support and sales folk work as one team, super knowledgable, friendly and they deliver on time, on scope, on budget. In my experience this is a must have enabling technology to win on the customer experience.

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
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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.

Sr. Director of Product Operations

Feb 25, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Bright Pattern's Omni channel SAAS based communications solution offers customers the opportunity to seamlessly move from channel-to-channel (voice, chat, email, bot, social media)based on their individual needs or preferences delivering an optimum customer experience.

VP Technology

Feb 24, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: BrightPattern has a true Omni-Channel call center solution which is very flexible. Customer representative and the engineers at BP are great to work with and extremely helpful. You will not go wrong selecting BP as your call center solution.

Bright Pattern Call Management System

Feb 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: The primary reasons why I've enjoyed using & working with Bright Pattern since 2014. (No particular order.)
1) Agent Accountability - Built in reports that are easy to run to keep track of our agents productivity. For ex: Agent Activity or Agent Login/Logout. There are more to choose from.
2) Cloud-based system - Keeps system cost down
3) User friendly - No prolonged training time.
4) Built in reports - Checking service metrics is quick & easy.
5) Customer support - Stellar!! Quick response times.

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
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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.

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.

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.

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
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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.

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
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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.

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.

Bright Pattern Flexibility

Feb 23, 2017
5/5
Overall
4 / 5
Features & Functionality
5 / 5
Value for Money
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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.

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
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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.

One of the best contact software companies in the space

Feb 22, 2017
4/5
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: Omni channel
Easy to use

Overall: I enjoy working with Bright Pattern. They are responsive, quick and cost effective. They understand what call centers/customer service organizations need and provide a true Omni channel approach for partners.

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
Likely
Extremely
Likely

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

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

Comments: 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.

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

If You're On The Fence
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

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

Pros: Training & Setup

Overall: Bright Pattern Team is Above and beyond when it comes to training and setup.
Customer Support - Technical Team is outstanding!

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

Very easy to deploy and very powerful

Oct 03, 2013
5/5
Overall

Comments: We recently deployed ServicePattern in a big financial institution and our customers were just shocked how quick the installation was! We replaced some of the services they were running on avaya, and they say the BrightPattern's product is much easier for them to use while providing the same functionality. Now they want us to migrate all the other services to ServicePattern.

Pros: Easy to deploy, easy to use. A very intuitive admin interface.

Cons: Have yet to find any :)

Jun 29, 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
Likely
Extremely
Likely

Feb 26, 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
Likely
Extremely
Likely

Feb 26, 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
Likely
Extremely
Likely