Bright Pattern Reviews

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...

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Perhaps improve on the UC aspects of the platform.

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...

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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.

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.

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

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.

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.

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.

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.

Support, Multichannel, Cloud Based, Price

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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 :-)

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...

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

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.

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

No cons

Reliability, scalability, multi-tenancy, APIs, mobile SDK

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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.)

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

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.

OmniChannel. Cloud but built by serious telco engineers.

reporting suite - interface looks old. New one coming

The software is easy to use and navigate.

Sometimes the calls are dropped and at times you are unable to answer the call.

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

Excellent multi-channel applications

They need to continue to build out their offering.

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

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.

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