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Bright Pattern
Cloud Contact Center Software with Embedded AI
(5)
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Recommended
Verified reviewer
Financial Services, 1,001-5,000 employees
Used daily for 6-12 months
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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.
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...
Perhaps improve on the UC aspects of the platform.
Derek G.
Telecommunications, 51-200 employees
Used daily for 2+ years
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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...
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...
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.
Amber P.
Retail, 1,001-5,000 employees
Used daily for less than 6 months
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Bright pattern has its down but for the most part is it okay.
I like that when request come in the queue they disappear when someone is working on the request. Also that it has a trail of the completion status. The last person that worked on it.
I do not like the thread of the email chain for the software. It is very confusing and misguiding. I also do not like how we compose a new email. Not easy to use and take to much effort for something that should be simple. Another con is you can not revisit a case just for information after it has been closed with out reopening.
KC R.
Research, 51-200 employees
Used daily for 1-2 years
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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.
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.
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
William A.
Financial Services, 11-50 employees
Used daily for 1-2 years
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Significant increase in contact rate, ease of user experience.
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.
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.
Howard L.
Telecommunications, 51-200 employees
Used weekly for 2+ years
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Helps me to provide my clients with an omnichannel contact center platform in the cloud that is both affordable and efficient.
Rapid deployment of new routing strategies and easy integrations. I can set up a URL screen-pop in 30 seconds.
Limited to 10 global questions for quality scoring. Looking forward to the upcoming QM Pro capabilities.
Sal Y.
Consumer Services, 201-500 employees
Used daily for 2+ years
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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.
The system was very easy to setup along with training and onboarding from the Bright Pattern team.
I do not have any complaints about the system as they have taken care of the requirements of my support team.
Verified reviewer
Outsourcing/Offshoring, 10,001+ employees
Used daily for 1-2 years
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Very responsive with support tickets. Provide resources to help understand our business goals and work together with us to help achieve objectives.
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
Would like better/easier approach to bringing existing knowledge management content into or integrated with native Bright Pattern knowledge base.
DJ J.
Marketing and Advertising,
Used daily for 2+ years
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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.
Support, Multichannel, Cloud Based, Price
No cons were added to this review
Verified reviewer
Internet, 10,001+ employees
Used daily for 2+ years
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Service pattern provide a easy setup and full-featured CC by cloud. No need special code and easy integration with CRM using Scenario builder!
Service pattern covered basic feature for not only voice but also digital channel. so I request modern user interface :-)
Hiroshi S.
Computer & Network Security, 51-200 employees
Used daily for 6-12 months
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Installation is very easy and easy to set up without any stress. System is very stable too.
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...
Pricing is not very low but reasonable because of their sophisticated omunichannel functionalities and wonderful customer support.
Gerry G.
Political Organization, 11-50 employees
Used daily for 2+ years
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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.
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.
There are literally no recommendations I can make to Brightpattern to make the software better.
Vasko S.
Computer Software, 1-10 employees
Used daily for 1-2 years
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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.
Smooth integration and setup with multi-channel options and easy to use system administration.
No cons
Onur C.
Information Technology and Services, 51-200 employees
Used daily for 2+ years
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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!
Reliability, scalability, multi-tenancy, APIs, mobile SDK
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Christina C.
201-500 employees
Used daily for 2+ years
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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!
No pros were added to this review
No cons were added to this review
Kristen P.
Retail, 51-200 employees
Used daily for 1-2 years
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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.
Excellent Customer Support- for implementation, ongoing support and enhancement requests Concurrent licenses and not being double charged by channel, integration with Zendesk.
I wish that chat was a bit easier to customize through the admin console, instead of having to update the code. (text changes for ex.)
Tripp K.
Management Consulting, 1-10 employees
Used daily for less than 6 months
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I recently deployed this software for an outsourcing firm. They were able to deploy it in service of over a dozen customers. Bright Pattern was easy to deploy. Someone with basic technical understanding could deploy a fully-featured solution easily. From signature to the phone ringing was under three weeks for a complex application. We have been well supported by Bright Pattern both during the implementation and beyond. The company is well organized and has a solid plan for future enhancements, including reporting. I would not hesitate to recommend Bright Pattern to other clients of mine.
Ease of Implementation, Built-in, robust features, support during implementation. The cloud-based service has eliminated the need for in-house support of legacy hardware, giving us more agility and ability to scale.
The email handling capability is not one-size fits all. We had very specialized needs and it did not make sense to migrate that into Bright Pattern. Reporting is good but is being improved
Sonny A.
Management Consulting,
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On the performance side, Bright Pattern is easy to start, highly customizable, fully featured, and very scalable. In minutes, you can have a campaigns set up and running. On the reporting side, data is easily retrieved for analysis. Call recordings is a welcome feature as it is very useful for training purposes. Customer service is very good. The staff is very knowledgeable, and is very responsive to questions and requests.
List management is good overall, but can be more robust. For example, it would be nice to be able to make changes to lists during live campaigns.
Tom C.
Telecommunications, 5,001-10,000 employees
Used daily for 1-2 years
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We use BP everyday to route calls between the US and the Philippines. Solid system with no downtime. I have been in the business for a longtime. Professional grade.
OmniChannel. Cloud but built by serious telco engineers.
reporting suite - interface looks old. New one coming
Koletta I.
Consumer Services, 501-1,000 employees
Used daily for 1-2 years
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The software is easy to use and navigate.
Sometimes the calls are dropped and at times you are unable to answer the call.
Toni J.
Banking, 11-50 employees
Used daily for 6-12 months
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It is browser based you don't need any other software to be able to use
Administrator need to have some programing knowledge like JSON to set up the system
Loris J.
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As an IT consultant, I recommend contact center solutions to my clients. There are a number of excellent contact center software solution providers, all with high reliability and ease of use. I highly recommend Bright Pattern because as a company I know when they make a commitment they won’t let my clients down. The Bright Pattern team I work with is very sharp and creative. It is refreshing to work with professionals.
Excellent multi-channel applications
They need to continue to build out their offering.
Erika F.
Consumer Services, 501-1,000 employees
Used weekly for 1-2 years
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My overall experience is a very good one. There is no headache here
The software is very friendly and it helps me to give the homer's all the information that they are requesting
Sometimes my answer button does not comes up to answer an phone call
Verified reviewer
Telecommunications, 51-200 employees
Used daily for less than 6 months
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Cost effective product. Helps in managing some of the core call centre tasks which are otherwise difficult with other apps
It's predictive soaking technology turned out to be very effective for my organisation. It's versatile system and has a helpful virtual call back queue integration.
Call drop, technical support, API documentation are some things that need to be worked on.
Eric B.
Information Technology and Services, self-employed
Used other for 1-2 years
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Exceptional
The features and functionality are industry best practice, but the people and support are amazing.
Pricing could always be better with any vendor a company looks at