User Reviews Overview
About Bright Pattern
Bright Pattern is a cloud-based contact center software solution which helps businesses manage multichannel service including inbound and outbound voice, email, chat, and social media. Bright Pattern scales from 5 to 10,000...
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- Used Daily for 2+ years
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Review Source
Truly omnichannel platform with powerful outbound engine
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nothing special that could not be improved, slightly outdated interface – but it should be updated in new version))
- Industry: Human Resources
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
Review of Bright Pattern from my perspective
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.
- Industry: Retail
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Bright Pattern Review
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.
Top Bright Pattern Alternatives
- Industry: Staffing & Recruiting
- Company size: 5,001–10,000 Employees
- Used Daily for 1-5 months
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Review Source
Great Product and Great Partner
Bright Pattern has been a great partner in helping us use the product to meet our needs.
Pros
This software has been really easy for our users to adopt, and easy for our team to manage. We have seen a significant reduction in issues submitted from the field and when we do have issues the Bright Pattern team is fantastic in helping us get to a resolution quickly
Cons
I wish they had a cleaner integration with Salesforce
- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Weekly for 2+ years
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Review Source
Mature omni-channel Contact Center platform at the best price
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.
Reasons for Choosing Bright Pattern
Cost-benefit ratioSwitched From
Five9Reasons for Switching to Bright Pattern
Maturity, efficiency, ease of integration
- Industry: Nonprofit Organisation Management
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
We hit a homerun by switching to BrightPattern
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 9Reasons for Choosing Bright Pattern
We needed something that delivered what we wanted that had an easy to use agent experience - we needed mutli-format integration with a few other internal software, one being ServiceNow- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Amazing Product & Easy Use
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
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
excellent omnichannel contact center platform
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.
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
User friendly, Intuitive, Easy to deploy SaaS
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.
- Industry: Human Resources
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Bright Pattern cares about their customers
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.
- Industry: Telecommunications
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Excellent Cloud Contact Centre Platform with Enterprise Abilities
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.
- Industry: Individual & Family Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
We've tried many other cloud-based contact center solutions. Only Bright Pattern could scale...
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.
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
A Bright spot in the Call Center Solution marketplace
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.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Great Support for an easy to use softphone platform
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
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Contact center administration made easy
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.
- Industry: Consumer Services
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Works out of the box, great customer service
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.
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Bright Pattern, best Contact Center Software
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.
Pros
Ease of use, excellent service support.
- Industry: Telecommunications
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Working with our Team at Bright Pattern has been amazing and the best experience ever!
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...
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Amazing Product
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.
- Used Daily for 2+ years
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Review Source
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Solid software with an incredible integration team
Pros
Bright Pattern is solid software. Few to no outages in the last 6 months. End users picked it up quickly. The implementation team was a dream to work with. API integrations were easy to work with for someone with a systems background.
Overall, we're happy.
Cons
Admin experience is good, but some areas have room for improvement (ex: settings are not always where you'd expect them).
- Industry: Consumer Electronics
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Bright Pattern Review
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.
- Industry: Staffing & Recruiting
- Company size: 5,001–10,000 Employees
- Used for 6-12 months
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Review Source
Bright Pattern
Pros
As a project manager scope, milestones and priorities change in the middle of a project due to unforeseen reasons. Bright Pattern's implementation team acted flawless in beating our demanding deadlines and still capturing 100% quality. One of the best implementation I've experienced in my career. Their a great partner, keep up the flawless execution.
Cons
Bright Pattern is currently looking to explore additional SMS capabilities.
- Company size: 11–50 Employees
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Review Source
Partnership Review
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.
Pros
It is easy to use, has a ton of robust features and integration capabilities, and flexible to access via web interface.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used for 1+ year
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Review Source
Bright Pattern for Customer Support
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.
