# Bright Pattern Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Bright Pattern the right Auto Dialer solution for you? Explore 104 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/130369/Bright-Pattern/reviews --- Bright Pattern 4.8 (104) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Bright Pattern Ease of use 4.7 Customer Service 4.8 ## Pros and Cons in Reviews AG Aguasanta G Manager SupportInformation Technology and Services, 51 - 200 employeesUsed the software for: More than 2 years. “With the tool we have been able to perform many integrations or customization to meet the needs of our internal and external customers.“ March 23, 2023 Marc B Head of Operations SupportLeisure, Travel & Tourism, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “The so called better are really just bigger companies who have lost sight of the personal touch and truly working with clients“ July 24, 2020 JV Jhovany V CTOTelecommunications, 51 - 200 employeesUsed the software for: More than 2 years. “I have satisfied clients with this service since we have been able to improve their processes and unify their service channels.“ March 10, 2023 JO Jessica O Manager, IT Support AutomationHuman Resources, 5,001 - 10,000 employeesUsed the software for: More than 2 years. “Bright Pattern, from the level one support to the CEO, cares about their customer. “ February 28, 2023 JO Jessica O Manager, IT Support AutomationHuman Resources, 5,001 - 10,000 employeesUsed the software for: More than 2 years. “They are always driving customer satisfaction.“ February 28, 2023 ## Showing most helpful reviews Showing 1-25 of 104 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Marc B. Head of Operations Support Leisure, Travel & Tourism Used the software for: 1-2 years ### "flexible approach to a flexible world " July 24, 2020 5.0 its the personal touch that matters and the pride they have for their system. I am the sort of person who always asks "what if " or "could we" and they help me get those questions answered. and if its not there to be added or done i know it will be at some point. nothing is to hard for them to do and the relationship i have developed with the team is like nothing i experienced with Aspect, Genesys or not so NICE. The so called better are really just bigger companies who have lost sight of the personal touch and truly working with clients Pros As per the title, it is the flexibility of the system and how easy it is to use! What takes BP to the next level is the service I receive from them. They want to learn and they want to get even better and to do that they actually engage with their customers. I was impressed by their original RFP presentation/demo! We were using an outdated version of their system which was supplied by Aspect so I was skeptical as the version we had was not good, but we found out Aspect were selling us a version which was 2 years old and everything was simply hard and had to be done their way. It turned out that feedback we had given aspect, BP had taken and improved their system and actually commented on a few of my employees by names that they were grateful for that and it helped them. so flexibility simplicity and their engagement is second to none and I would always recommend BP Cons I haven't had any downsides as of yet and I am sure there will be some from time to time, but I am confident that whatever happens, they will go the extra mile to get it sorted Reason for choosing Bright Pattern initially i declined BP's advance as my experience of the Aspect version was very negative but i decided to give Ivan a chance to demo the BP version of the platform and I was impressed straight away as it seemd light-years ahead of the Aspect version in both looks and features. Another factor was that when a business goes through a tech change like the telphony platform there is a big change behind the scenes, where the experts are no longer experts. taking on BP any changes we had to learn were more around the new features of the system. It was a very smooth transition and in all of the meetings i had with the guys over at BP i felt in good hands and that is important. Review Source JH Jennifer H. Business Systems Analyst Automotive Used the software for: 6-12 months ### "Huge automation potential!" February 22, 2023 5.0 We've reduced contacts and improved our level of reporting. Agents have quickly adopted the platform and appreciate the improved experience. Pros Integration and implementation was smooth, it's easy to use, and we love the level of control and flexibility we have when building voice and chat scenarios. Cons Email routing does not currently have the same level of flexibility and features available. Alternatives considered [Five9](https://www.capterra.com/p/132405/Five9/) Reason for choosing Bright Pattern Bright Pattern ultimately checked more boxes for existing features, and gave us the flexibility to control much of the product ourselves. Switched from [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) We were lacking some features in NICE and had some challenges getting the appropriate level of support. Review Source VR Verified Reviewer Used the software for: 1-2 years ### "Great for the Start-up and MidSize Company" February 6, 2018 3.0 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. Review Source DP Darren P. Managing Partner Telecommunications Used the software for: 2+ years ### "Bright Pattern Omnichannel CCaaS Review - Great enterprise omnichannel solutions" November 13, 2020 5.0 Exceptional. Amazing platform that is a tremendous value Pros Bright Pattern has some of the most innovative omnichannel features including omnichannel quality management for monitoring 100% of interactions on all channels Bright Pattern has a mature offering and experienced executive team of contact center veterans One key thing that sets Bright Pattern apart from other vendors is their speed of deployment. They also have great and quick ROI. They are a great all-in-one solution but also have out-of-the-box integrations to fulfill the needs of any size of contact center both SMB and Enterprise. Cons None that come to mind. There are no cons to BP. Can't go wrong with this software Alternatives considered [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[Five9](https://www.capterra.com/p/132405/Five9/) Reason for choosing Bright Pattern Best omnichannel, built-in CRM, dynamic scripting, exceptional QA tools, amazing support, single view of the customer journey, easy integrations, screen monitoring and recording, easy to use workflow builder, don't nickel and dime customers. Switched from [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[Five9](https://www.capterra.com/p/132405/Five9/) Support lacking, outages, inflexible Review Source HD Heidi D. Customer Service Manager Retail Used the software for: 2+ years ### "Great Product" December 3, 2019 5.0 I love Bright Pattern, from the beginning the demo was great, explained things in great detail. As we moved our services over to them they have been super easy to work with. Pros 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. Cons When there are changes made or updates I am not notified of the changes that are made. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Bright Pattern We were looking for something simple, we did not need a full CRM system. However they now offer the whole CRM Review Source KM Keith M. CTO Information Technology and Services Used the software for: 2+ years ### "25 Years of Call Center Experience, BrightPattern is the best." December 3, 2020 5.0 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! Pros Ease of use, coupled with excellent features.Virtual queue callback should be more of a "thing". Cons Virtual queue callback should be more of a "thing". Alternatives considered [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Bright Pattern Background from Genesys, interaction with support / engineering team. Cost. Switched from [AheevaCCS](https://www.capterra.com/p/125969/AheevaCCS/) Licensing cost(s), all-cloud service. Not locked to Windows clients. Review Source SR Sean R. Director of Operations Technology Telecommunications Used the software for: 2+ years ### "Strong omni-channel support tool " December 3, 2019 4.0 Really well designed and supported omnichannel tools that is well integrated with other tools. My favorite feature is the flexible scenario planning. We have been almost able to do everything. We are pretty creative and have been able to be very creative with our deployment. Pros They have a great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk. Cons We have had issues with the chat tool and would love more asynchronous capabilities but it has worked for us. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) I wanted something integrated natively into our Zendesk agent portal. Review Source OB Othmar B. VP Marketing Business Supplies and Equipment Used the software for: 2+ years ### "Omnichannel in the cloud!" December 4, 2019 5.0 We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team. Pros We love the ease of use of the platform and the endless omni-channel capabilities. It is an open platform which allowed us to integrate with our key software platforms such as Zendesk. Cons It is not well known in the marketplace but that will change soon. Alternatives considered [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) Reason for choosing Bright Pattern Better value and really innovative management team. Review Source JT Julie T. Retail Support Representative Human Resources Used the software for: Less than 6 months ### "Review of Bright Pattern from my perspective" December 4, 2019 4.0 I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. It helps to see if I am getting my bonus prodcutivity stats too. I would refer it to other vendors even though I only used it for less than 6 months. Pros It is easy to use especially when the emails get pushed out to me. I use a jabra mic and I the calls can go right through me at office or at home with soft phone. I like the chat option too. To out case notes is very helpful too. It is user friendly when it works good. Cons I do not hear a beep when an email comes in so I have to keep watching my screen on the laptop when a request comes in to my que. Also If I do not repsond in a minute or less I get a red in my phone # calls. Lately the chat option was not sending an alert either. There are some issue for me the pros of it are so maych better then incontact was. Switched from [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) The companu was trying to save money that they felt Bright pattern was a better way to communciate and email with our retail partnetrs that we assist each day. It has been a positive tool for us to use in the human resource field for our clients. Review Source MF Mike F. Director, Strategic Accounts Computer Software Used the software for: 6-12 months ### "CCaaS best option" August 21, 2020 5.0 Very supportive and responsive; easy to work with, and always there when help was needed Pros Ease of implementation and low cost of entry Cons Cannot think of anything. Would buy again. Alternatives considered [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[Five9](https://www.capterra.com/p/132405/Five9/) Reason for choosing Bright Pattern Liked the company better, very interested in helping when needed Switched from [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[Five9](https://www.capterra.com/p/132405/Five9/) Cost and flexibility Review Source AG Aguasanta G. Manager Support Information Technology and Services Used the software for: 2+ years ### "excellent omnichannel contact center platform" March 23, 2023 5.0 With the tool we have been able to perform many integrations or customization to meet the needs of our internal and external customers. Pros Easy to use and implement, very intuitive interface and very robust. Cons The platform has many functionalities and features that help us in our day to day work. Review Source WA William A. President Financial Services Used the software for: 1-2 years ### "I use Bright Pattern as an outbound telephone and SMS platform. They have been very helpful!" August 5, 2017 5.0 Significant increase in contact rate, ease of user experience. 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. Review Source MB Marianella B. Gerente de Marketing Information Technology and Services Used the software for: 1-2 years ### "Bright Pattern is an excellent partner with a very attractive quality v/s price." December 1, 2020 5.0 A very positive experience, because it has allowed us to grow in our business and to remain a benchmark in the market. We have the peace of mind and support of Bright Pattern in our operations. Pros Quick and easy implementation. Very plug & play software, 100% omnichannel. Very powerful and simple to use. Great stability. Cons Everything is positive about Bright Pattern in relation to the other alternatives on the market. Reason for choosing Bright Pattern We chose Bright Pattern over other providers because omnichannel is navita, it is 100% cloud and internet and it is easy to implement and powerful and easy for business. Review Source VS Vasko S. Project Manager Computer Software Used the software for: 1-2 years ### "Robust Platform" March 15, 2017 5.0 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 Review Source BF Brian F. Technology Director Cloud Architecture Computer Software Used the software for: 2+ years ### "Powerful, Flexible, and True SaaS" February 16, 2017 5.0 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. Review Source CC Christina C. SVP Used the software for: 2+ years ### "Excellent software, service and support...!!" February 28, 2017 5.0 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! Review Source OC Onur C. Director of Business Development Information Technology and Services Used the software for: 2+ years ### "Excellent Contact Center Infrastructure / Fantastic Technology Partner" April 3, 2017 5.0 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! Pros Reliability, scalability, multi-tenancy, APIs, mobile SDK Review Source NO Naomi O. Sr. CX Manager Consumer Services Used the software for: 6-12 months ### "Works out of the box, great customer service" May 21, 2018 5.0 Easy to implement and use, simple to track calls and pull data. 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. Review Source VR Verified Reviewer Product Manager Telecommunications Used the software for: 1-2 years ### "Bright Pattern for Customer Support" February 3, 2019 5.0 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. Review Source LY Lisa Y. Telecommunications Analyst Telecommunications Used the software for: 6-12 months ### "Working with our Team at Bright Pattern has been amazing and the best experience ever!" December 6, 2017 4.0 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... Review Source SN Sujay N. Systems Administrator Security and Investigations Used the software for: 2+ years ### "Easy to use" February 11, 2019 4.0 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 Review Source BL Brett L. Technical Support Specialist Telecommunications Used the software for: 1-2 years ### "A decent virtual IVR for making and receiving customer support calls" June 12, 2018 4.0 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. Review Source RK Regie K. Call Center Director Financial Services Used the software for: 6-12 months ### "Amazing Product" February 24, 2017 5.0 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. 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. Review Source EB Eric B. CEO Information Technology and Services Used the software for: 1-2 years ### "Bright pattern is ready to compete " November 4, 2020 5.0 Exceptional Pros The features and functionality are industry best practice, but the people and support are amazing. Cons Pricing could always be better with any vendor a company looks at Review Source EF Erika F. Team Lead Consumer Services Used the software for: 1-2 years ### "Friendly" April 11, 2019 4.0 My overall experience is a very good one. There is no headache here 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 Review Source Similar Products Featured ## Related categories [IVR](https://www.capterra.com/ivr-software/)[Call Center](https://www.capterra.com/call-center-software/)[Predictive Dialer](https://www.capterra.com/predictive-dialer-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.