Bright Pattern Features

Bright Pattern

Cloud Contact Center Software with Embedded AI

4.73/5 (97 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Administrative Reporting
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Auto-Dialer
Automated Routing
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
CRM
Calendar Management
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Scripting
Call Tagging
Call Tracking
Call Transfer
Callback Scheduling
Campaign Management
Chat/Messaging
Collaboration Tools
Communication Management
Computer Telephony Integration
Conferencing
Configurable Workflow
Contact Database
Customer Activity Tracking
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Drag & Drop
Email Management
Employee Management
Event Triggered Actions
FCC Compliance
FTC Compliance
Feedback Management
File Transfer
HTML5 Technology
Historical Trend Analysis
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Knowledge Base Management
Lead Distribution
Lead Management
List Management
Live Chat
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Management
Multiple Scripts
On-Demand Recording
Outbound Call Center
Performance Management
Performance Metrics
Phone Key Input
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Quality Assurance
Quality Control
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Recording
Reminders
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
SMS Messaging
Scheduled Recording
Self Service Portal
Social Media Integration
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Telemarketing Management
Text to Speech
Third Party Integrations
Timeline Management
Two-Way Audio & Video
Video Call Recording
Video Support
Virtual Assistant
VoIP
Voice Customization
Voice Mail
Workflow Management
Learn moreCompare App
API
Access Controls/Permissions
Activity Dashboard
Administrative Reporting
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Auto-Dialer
Automated Routing
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
CRM
Calendar Management
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Scripting
Call Tagging
Call Tracking
Call Transfer
Callback Scheduling
Campaign Management
Chat/Messaging
Collaboration Tools
Communication Management
Computer Telephony Integration
Conferencing
Configurable Workflow
Contact Database
Customer Activity Tracking
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Drag & Drop
Email Management
Employee Management
Event Triggered Actions
FCC Compliance
FTC Compliance
Feedback Management
File Transfer
HTML5 Technology
Historical Trend Analysis
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Knowledge Base Management
Lead Distribution
Lead Management
List Management
Live Chat
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Management
Multiple Scripts
On-Demand Recording
Outbound Call Center
Performance Management
Performance Metrics
Phone Key Input
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Quality Assurance
Quality Control
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Recording
Reminders
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
SMS Messaging
Scheduled Recording
Self Service Portal
Social Media Integration
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Telemarketing Management
Text to Speech
Third Party Integrations
Timeline Management
Two-Way Audio & Video
Video Call Recording
Video Support
Virtual Assistant
VoIP
Voice Customization
Voice Mail
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Administrative Reporting
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Auto-Dialer
Automated Routing
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
CRM
Calendar Management
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Scripting
Call Tagging
Call Tracking
Call Transfer
Callback Scheduling
Campaign Management
Chat/Messaging
Collaboration Tools
Communication Management
Computer Telephony Integration
Conferencing
Configurable Workflow
Contact Database
Customer Activity Tracking
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Drag & Drop
Email Management
Employee Management
Event Triggered Actions
FCC Compliance
FTC Compliance
Feedback Management
File Transfer
HTML5 Technology
Historical Trend Analysis
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Knowledge Base Management
Lead Distribution
Lead Management
List Management
Live Chat
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Management
Multiple Scripts
On-Demand Recording
Outbound Call Center
Performance Management
Performance Metrics
Phone Key Input
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Quality Assurance
Quality Control
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Recording
Reminders
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
SMS Messaging
Scheduled Recording
Self Service Portal
Social Media Integration
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Telemarketing Management
Text to Speech
Third Party Integrations
Timeline Management
Two-Way Audio & Video
Video Call Recording
Video Support
Virtual Assistant
VoIP
Voice Customization
Voice Mail
Workflow Management
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Mobile apps

iOS App


4 reviews

Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

Bright Pattern Feature Reviews

25 reviewers had the following to say about Bright Pattern's features:

Anonymous
(Outsourcing/Offshoring company, 10001+ employees)

Robust Omnichannel capabilities

2019-03-08

Very responsive with support tickets.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Sonny A.

Bright Pattern User Review

2015-03-25

Pros

On the performance side, Bright Pattern is easy to start, highly customizable, fully featured, and very scalable.

Cons

For example, it would be nice to be able to make changes to lists during live campaigns.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering Bright Pattern

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.

Source: Software Advice
Helpful?   Yes   No
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Vasko S.

Robust Platform

2017-03-15

Bright Pattern multi-channel platform was an ideal solution to all of the needs of the contact center.

Pros

Smooth integration and setup with multi-channel options and easy to use system administration.

Cons

No cons

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
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Brian F.

Powerful, Flexible, and True SaaS

2017-02-16

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.

Pros

True Omni-Channel routing agent interface.

Cons

Quality Management in need of improvement, control for ensuring TCPA compliance in outbound campaigns.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Gerald M.

Enterprise grade omni-channel cloud based customer engagement solution

2018-10-02

Business continuity, single unified global platform seamlessly access by agents in 3 sites in 3 different countries, omni-channel

Pros

Intuitive UI/UX and functionality for users at all levels from agent through to department head with an awesome team at BrightPattern to compliment.

Cons

Quality management functionality for assessing interactions is limited

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Roger M.

Bright Pattern

2017-03-17

Trusource Labs is third-party contact center outsourcing company.

Pros

Flexible and powerful.

Cons

Custom reporting is a little difficult, however this is being addressed in a coming release.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Bright Pattern

Spend the time and get acquanted and it do some pretty creative things.

Source: Capterra
Helpful?   Yes   No
Read more
Sal Y.

Great Service

2019-12-03

We use Bright pattern for inbound transactions, such as incoming calls , emails and chat.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Derek G.

Bright Pattern is an innovative and easy to use omnichannel contact center software

2019-08-14

Currently migrating away from using multiple platforms to manage our contact center channels. Primarily with email and chat.

Pros

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.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Kristen P.

Very good, the customer support is amazing. They are always there if we have a question.

2017-06-29

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
JoAnna L.

Sr. Director of Product Operations

2017-02-25

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Onur C.

Excellent Contact Center Infrastructure / Fantastic Technology Partner

2017-04-03

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
KC R.

Bright Pattern - Advanced Contact Centers made simple

2017-02-22

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

The scenario builder will allow anyone with a basic knowledge of telephony to easily program any time of campaign.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Bright Pattern

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

Source: Capterra
Helpful?   Yes   No
Read more
Hiroshi S.

THE BEST and ONLY ONE TURE OMUNICHANNEL SOLUTION!

2017-09-22

Installation is very easy and easy to set up without any stress.

Pros

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.

Cons

Pricing is not very low but reasonable because of their sophisticated omunichannel functionalities and wonderful customer support.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Maria B.

Bright Pattern Call Management System

2017-02-24

For ex: Agent Activity or Agent Login/Logout.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Sean R.

Strong omni-channel support tool

2019-12-03

Really well designed and supported omnichannel tools that is well integrated with other tools.

Pros

The product has worked as designed and has been very reliable.

Cons

We have had issues with the chat tool and would love more asynchronous capabilities but it has worked for us.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Tripp K.

A very easy deployment and great capabilities

2017-02-27

Someone with basic technical understanding could deploy a fully-featured solution easily.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Bright Pattern

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.

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Service Cloud Specialist / Sales Engineering (Internet company, 10001+ employees)
Verified Reviewer

High value CC apps

2017-04-07

Pros

Service pattern provide a easy setup and full-featured CC by cloud.

Cons

Service pattern covered basic feature for not only voice but also digital channel. so I request modern user interface :-)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Read more
Daniel S.

Simple to Use

2020-07-14

We have found a powerful tool easy to setup and to configured.

Pros

Having access to all functionalities via web based is great for remote over the top agents supervisor and administrators.

Cons

Consuming software from the Cloud is challenge when we need to integrate our on promises applications like reporting and compliance (Bulk export) storage for recordings

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Julie T.

Review of Bright Pattern from my perspective

2019-12-04

It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed.

Pros

I like the chat option too.

Cons

Lately the chat option was not sending an alert either.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Omar P.

Great partners to work with

2017-03-27

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.

Pros

Flexible platform

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Allan Y.

We've tried many other cloud-based contact center solutions. Only Bright Pattern could scale with us

2017-02-24

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.

Pros

The robustness of the underlying technology to withstand exponential growth.

Cons

The User Interface could use a design upgrade.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Bright Pattern

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.

Source: Capterra
Helpful?   Yes   No
Read more
Will W.

This call center package provides everything I need and more and the support team is phenomenal!

2017-10-17

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Othmar B.

Omnichannel in the cloud!

2019-12-04

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.

Cons

It is not well known in the marketplace but that will change soon.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Omondi P.

Best for managing calling centers

2018-12-16

Good for call center management.

Pros

Integrates both voice call and email systems such that call centers can simultaneously deploy these tools promptly.

Cons

The app has a tendency of logging off the user when it goes in idle mode, which leads to missed calls and inconveniences for the user and the client.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer
Verified Reviewer

Truly omnichannel platform with powerful outbound engine

2017-03-19

Pros

Among inbound, email, chat, video, SMS it has powerful outbound engine.

Cons

nothing special that could not be improved, slightly outdated interface – but it should be updated in new version))

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
Read more