Bright Pattern Reviews

One of the best Call routing applications in the CCaaS industry. As good as many others like Genesys.

It should have its own workforce management solution.

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.

There is not something I like least of the product.

Bright Pattern has an exclusive feature, Which is you can pre-record replies for calls. When a customer calls and asks a question, the centre operator can play the pre-recorded response, which will be played to answer the customer's questions. Only Bright Pattern has this feature working greatly. Furthermore, you can record sessions and manage call sessions easily and see insight later.

To this day I don't have any issue with BrightPattern. I hope it has all the features it should and all the features are working well.

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.

Quick and easy implementation. Very plug & play software, 100% omnichannel. Very powerful and simple to use. Great stability.

Everything is positive about Bright Pattern in relation to the other alternatives on the market.

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.

There isn't much to dislike about the platform.

Organization, functional when it's working

Technical issues, doesn't automatically update

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.

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.

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.

It's very easy to use and understand and most of the times we don't have any problems.

Sometimes it will freeze and you aren't able to accept a call or the system will kick you out.

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.

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.

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.

Bright Pattern as an add-on to Zendesk allows you to receive calls and make calls to your customers easily.

I've had a positive experience with Bright Pattern and don't have any cons to share at this time.

Integrates both voice call and email systems such that call centers can simultaneously deploy these tools promptly. It has an easy documentation process for future references and client follow-ups.

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.

We use this for our phone system at work. The voice quality is clear. Easy to manage people and phone queues.

There can be a bit of a delay on some calls, but its not that bad.

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.

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.

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.)

Flexible and powerful.

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

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

OmniChannel. Cloud but built by serious telco engineers.

reporting suite - interface looks old. New one coming

It has a flexible IVR that allows us to handle complex inbound scenarios and is fairly simple to use and change.

Salesforce.com integration works well as long as the call was initiated or received in Salesforce. We would like to see stronger integration for OB and IB calls not initiated or received in Salesforce.

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

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.