# Page 2 | Bright Pattern Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of Bright Pattern ## Showing most helpful reviews Showing 26-50 of 104 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Darren A. Senior Director of Customer Experience Non-Profit Organization Management Used the software for: 6-12 months ### "We hit a homerun by switching to BrightPattern" June 11, 2021 4.0 Pros The fact that out of the box it cover such a wide range of needs and very simply can have customizations built/created to further enhance what the software delivers. The sales and build team are SO EASY to work with and with minimal back and forth, they created exactly what we we wanted and expected plus trained us and a staff of 100 without any issue Cons There is nothin to like least - everything was a positive experience from start to finish and we are certainly not an easy client (lots of needs and demands around HIPAA and PCI compliancy. Alternatives considered [Square 9](https://www.capterra.com/p/161845/Square-9/) Review Source DG Derek G. Director of Contact Center Operations Telecommunications Used the software for: 2+ years ### "Bright Pattern is an innovative and easy to use omnichannel contact center software" August 14, 2019 5.0 Overall I am very pleased with the platform and software. Currently migrating away from using multiple platforms to manage our contact center channels. Primarily with email and chat. This is giving us one place for agents to turn to support their customers. No more logging into multiple systems and having multiple screens up for agents to manage. The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day. We are benefiting from running Bright Pattern as a hosted solution and no longer managing the amount of infrastructure we had to in the past. My best advice is to read the resource documentation and find a training course that will launch you into rapid development and deployment. Bright Pattern can implement your platform very quickly but then you will need to start building. A training event is the quickest way to get started. I have personally been able to build a light weight call center in a day, a medium size call center in a week, and a large call center with integrations and IVR in a few weeks. Pros I have been using this software for several years now and each release continues to add value to the platform. I have implemented Bright Pattern for multiple contact centers including those using contracted BPO call centers. The platform is easy to use and simple to train others to use. This includes the call flow (scenario) development interface. It is all web based so no special tools or software is required to start a build. I have call center managers at multiple sites that are capable of managing their own development without the assistance of their IT departments. The omnichannel options are great. Inbound voice, web chat, sms chat, and email are easy to use and implement quickly. Outbound voice and marketing campaigns are a little more invasive in their setup but still easy to configure. I think the Inbound web chat is one of my favorite channels. One code snippit embedded in our website and the call center manager can customize and edit the look and feel from within the platform without the need of IT support or a web developer. Wallboards are another great feature addition to the platform. This has given my users the ability to build custom dashboards that can be presented to not only management/supervisors but to all the agents as well. The platform is a stable, the development is easy, and my teams love using it. Cons I don't have too many dislikes about Bright Pattern as a contact center solution. I do have some enhancements that I think could be added to further improve the functionality. I would like to see some sort of scenario flow for inbound email to customize and build a screen pop. I feel like this functionality in inbound chat and voice flows is powerful and I would like that same capability with handling emails. I would also like to see the built in knowledge base tool expanded to support both email and chat and allow for auto file attachments to emails and chat responses. This would improve an agents handling time for each customer interaction. Review Source JV Jhovany V. CTO Telecommunications Used the software for: 2+ years ### "Amazing Product & Easy Use" March 10, 2023 5.0 I have satisfied clients with this service since we have been able to improve their processes and unify their service channels. Pros It is a powerful product, easy to use and allows you to implement all kinds of campaigns and integrations in record time. Cons They can improve the functionality Click to Call to Click to Video Review Source JO Jessica O. Manager, IT Support Automation Human Resources Used the software for: 2+ years ### "Bright Pattern cares about their customers" February 28, 2023 5.0 Pros Bright Pattern, from the level one support to the CEO, cares about their customer. They are always driving customer satisfaction. The product is able to grow with your organization. Cons There is not something I like least of the product. Review Source nA nataly A. Business Development Information Technology and Services Used the software for: 2+ years ### "Excelente producto costo efectivo" March 13, 2023 5.0 Producto completo, fácil de manejar y configurar Pros ES un producto excelente y esta a la altura de cualquier plataforma Cons No tiene AI integrados o nativos al igual que un WFM Reason for choosing Bright Pattern Yes Review Source KR KC R. BPO Technology Lead Research Used the software for: 1-2 years ### "Bright Pattern - Advanced Contact Centers made simple" February 22, 2017 5.0 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 Review Source PC Pedro C. CEO Marketing and Advertising Used the software for: 2+ years ### "Mature omni-channel Contact Center platform at the best price" March 10, 2023 5.0 Outstanding. Best software quality, great sales executive team, good technical support. Pros One of the best Call routing applications in the CCaaS industry. As good as many others like Genesys. Cons It should have its own workforce management solution. Alternatives considered [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Reason for choosing Bright Pattern Maturity, efficiency, ease of integration Switched from [Five9](https://www.capterra.com/p/132405/Five9/) Cost-benefit ratio Review Source JL Jay L. CTO Telecommunications Used the software for: 2+ years ### "Excellent Cloud Contact Centre Platform with Enterprise Abilities" August 17, 2020 5.0 The platform is easy to use, easily deployable and simple to maintain. The platform is able to adapt according to demand and is constantly being developed with new features. Pros Bright Pattern is a fully functional contact centre platform in the cloud with the capabilities of an Enterprise Grade contact centre platform. The platform also offers many additional features that aren't as readily available on an Enterprise Grade contact centre without the use of third party applications. Cons There isn't much to dislike about the platform. Reason for choosing Bright Pattern With the recent changes in business behaviour with COVID-19, many clients are looking for options to work from home and because Bright Pattern is completely cloud ready and accessible from anywhere in the world it's a great fit for many companies looking to solve these business challenges. Review Source VR Verified Reviewer Used the software for: 2+ years ### "Truly omnichannel platform with powerful outbound engine" March 19, 2017 5.0 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)) Review Source GG Gerry G. President Political Organization Used the software for: 2+ years ### "Software that works. " March 3, 2021 5.0 After using several products on the market I have found that Brightpattern is the most powerful and best priced software we can get and their customer service is by far the best that exists. Pros The outgoing predictive dialing functionality of the software is incredibly powerful. We have the ability to make tens of thousands of phone calls within a day, while other solutions can never keep up. The representatives at Brightpattern helped set up our user accounts to be up and running in no time. Cons There are literally no recommendations I can make to Brightpattern to make the software better. Review Source VR Verified Reviewer Delivery Solutions Architect Computer Software Used the software for: 2+ years ### "User friendly, Intuitive, Easy to deploy SaaS" February 17, 2017 5.0 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. Review Source DJ J. Founder Marketing and Advertising Used the software for: 2+ years ### "An excellent VOIP solution for SMBs" February 19, 2017 5.0 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. Pros Support, Multichannel, Cloud Based, Price Review Source RM Roger M. Co Founder Used the software for: 2+ years ### "Bright Pattern" March 17, 2017 5.0 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. Pros Flexible and powerful. Cons Custom reporting is a little difficult, however this is being addressed in a coming release. Review Source VR Verified Reviewer Senior Vice President Financial Services Used the software for: 6-12 months ### "The most seamless omnichannel cloud contact center" April 12, 2019 5.0 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. 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. Review Source CV Cheyenne V. Support Team Rep Retail Used the software for: 6-12 months ### "Bright Pattern Review" December 5, 2019 3.0 Pros I can honestly say I do not really like anything about the software. It functions ok for what we need it to do, but it has more problems than anything. Cons There is a lot that can be improved about this software. The order an email thread shows is confusing. There is no option to set different signatures as we can in outlook. It automatically kicks me out daily. If I am on a phone call when it kicks me out I cannot get the phone number back to call the person back so they just assume they were hung up on. There is no way to easily search for a previously sent email. It would be nice if I could go to a place where the previous emails I worked on would be listed in case I needed to add to it or needed some kind of information from it. It is just a very frustrating platform to use. Review Source SY Sal Y. Head of Customer Support Consumer Services Used the software for: 2+ years ### "Great Service " December 3, 2019 5.0 Bright Pattern is helping us with our Customer Service department. We use Bright pattern for inbound transactions, such as incoming calls , emails and chat. The reporting tools are easy to use and propvide the SLA data required for our partners. Pros The system was very easy to setup along with training and onboarding from the Bright Pattern team. Cons I do not have any complaints about the system as they have taken care of the requirements of my support team. Switched from [Siebel CRM](https://www.capterra.com/p/168367/Siebel-Marketing-Resource-Management/) Pricing and product end of life Review Source JG Jowie G. Sr. Voice Engineer Information Technology and Services Used the software for: 2+ years ### "Contact center administration made easy" December 3, 2020 5.0 Agents were able to adapt to work from home using BPCC especially this pandemic times. Pros BPCC is easy to manage and easy to maintain. We can able to build contact center in short span of days. Cons BPCC needs more detailed explanation of errors and reference codes in the documentation so we can troubleshoot issues effectively. Reason for choosing Bright Pattern BPCC is cost-saving and easy to manage. Review Source HS Hiroshi S. CEO Computer & Network Security Used the software for: 6-12 months ### "THE BEST and ONLY ONE TURE OMUNICHANNEL SOLUTION!" September 22, 2017 5.0 Installation is very easy and easy to set up without any stress. System is very stable too. 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. Review Source MF Michelle F. Client Service Manager Used the software for: 2+ years ### "Great service and awesome call quality " May 25, 2017 5.0 Freedom to work from a remote location 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. Review Source AY Allan Y. Partner Individual & Family Services Used the software for: 2+ years ### "We've tried many other cloud-based contact center solutions. Only Bright Pattern could scale with us" February 24, 2017 5.0 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. Pros The robustness of the underlying technology to withstand exponential growth. Cons The User Interface could use a design upgrade. Review Source PB Padmanabh B. Support Engineer Computer Software Used the software for: 2+ years ### "BrightPattern Review" December 3, 2020 5.0 Pros The software is very easy to use and the implementation time required is also very short when considered with the order players in the market. Cons Any new enhancement takes lot of time to be implemented. Review Source Cem Ç. Used the software for: 2+ years ### "null" February 26, 2017 5.0 Review Source HL Howard L. VP Solutions Consulting Telecommunications Used the software for: 2+ years ### "Easy to Administer and Powerful to Use" August 14, 2019 5.0 Helps me to provide my clients with an omnichannel​ contact center platform in the cloud that is both affordable and efficient. Pros Rapid deployment of new routing strategies and easy integrations. I can set up​ a URL screen-pop in 30 seconds. Cons Limited to 10 global questions for quality scoring. Looking forward to the upcoming QM Pro capabilities. Alternatives considered [CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[Alvaria Cloud](https://www.capterra.com/p/167594/Alvaria/)[Aspect Unified IP](https://www.capterra.com/p/212450/Alvaria/) Reason for choosing Bright Pattern Features and easy of use. Review Source VR Verified Reviewer Senior Product Manager, Omnichannel Outsourcing/Offshoring Used the software for: 1-2 years ### "Robust Omnichannel capabilities" March 8, 2019 4.0 Very responsive with support tickets. Provide resources to help understand our business goals and work together with us to help achieve objectives. 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. Review Source ED Eric D. IT Help Desk Manager Consumer Services Used the software for: 6-12 months ### "A Bright spot in the Call Center Solution marketplace" February 5, 2019 5.0 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. 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. Review Source Similar Products Featured