Bright Pattern Pricing, Features, Reviews & Alternatives

Bright Pattern

Cloud Contact Center Software with Embedded AI

4.75/5 (95 reviews)

Bright Pattern overview

What is Bright Pattern?

Bright Pattern provides the simplest and most powerful AI-powered omnichannel contact center software for innovative midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform with embedded AI that can be deployed quickly and nimbly by business users—without costly professional services. Bright Pattern allows companies to offer an effortless and personal customer experience across channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also allows companies to measure and act on every interaction on every channel via embedded AI omnichannel quality management. The company was founded by a team of industry veterans who pioneered the leading contact center solutions and today are delivering an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages.
www.brightpattern.com

Pricing

Starting from
$70/month
Pricing options
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Brazil, Canada, China and 5 other markets, Germany, India, Japan, Mexico, United Kingdom

Supported languages

B@8946123
Bright Pattern screenshotWhat if your contact center could...Bright Pattern screenshotBright Pattern screenshotBright Pattern Retail Demo

Bright Pattern user reviews

Value for money
Features
Ease of use
Customer support
  4.8
  4.6
  4.6
  4.8
Marc B.

flexible approach to a flexible world

Used daily for 1-2 years
Reviewed 2020-07-24
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

Keith M.

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

Used daily for 2+ years
Reviewed 2020-12-03
Review Source: Capterra

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".

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

Anonymous

Great for the Start-up and MidSize Company

Used daily for 1-2 years
Reviewed 2018-02-06
Review Source: GetApp

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.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 7/10

Minimize review

Gerry G.

Software that works.

Used daily for 2+ years
Reviewed 2021-03-03
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

Heidi D.

Great Product

Used daily for 2+ years
Reviewed 2019-12-03
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

Minimize review

Bright Pattern pricing

Starting from
$70/month
Pricing options
Free trial
Subscription
View Pricing Plans

Our seat licenses are priced monthly, per agent. We reward customers who commit to an annual contract with favorable pricing, compared to month-to-month agreements. An annual contract delivers all of our standard product features, along with certainty and peace of mind.

Bright Pattern features

API
Activity Dashboard
Alerts / Escalation
Call Center Management
Chat/Messaging
Knowledge Base Management
Live Chat
Mobile Access
Multi-Channel Communication
Queue Management
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Self Service Portal
Support Ticket Management
Surveys & Feedback
Third Party Integrations

Alerts/Notifications (157 other apps)
Customizable Branding (207 other apps)
Email Management (151 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Bright Pattern

Key features of Bright Pattern

  • App:Business Process Outsourcing
  • App:Customer Service
  • App:Inside Sales
  • App:Technical Support
  • Automatic Call Distribution
  • Call Recording
  • Contact Center Web Chat
  • DNC Compliance
  • Inbound Contact Center
  • Interactive Voice Response
  • Multilingual Support
  • Outbound Contact Center
  • Pre-recorded Messages
  • Predictive Dialer
  • Quality Monitoring
  • Reporting
  • Salesforce Integration
  • Skills-based Routing
  • Surveys
  • Text-to-Speech
View All Features

Benefits

#1 Quality Assurance – Ensure consistency and quality on ALL interactions through built-in, AI-supported, omnichannel quality assurance capabilities.

#2 Omnichannel Conversations – Provide customers seamless, effortless conversations across all channels and allow customers to switch between channels.

#3 Powerful Personalization – Personalize customer experiences across all channels using customer CRM data and empower agents with key customer info.

Bright Pattern is a fast growing Silicon Valley startup, which successfully competes with big call center vendors, such as Avaya, Cisco, Five9, Interactive intelligence, Genesys, inContact and others