Bright Pattern Reviews

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104 Reviews

- Industry: Computer Software
- Company size: 51–200 Employees
- Used Weekly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Great CallCenter Platform
Reviewed on 2021/05/31
Overall experience with Bright Pattern is really great. Our Callcenter's productivity has increased...
Overall experience with Bright Pattern is really great. Our Callcenter's productivity has increased exponentially.
Pros
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.
Cons
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.
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Truly omnichannel platform with powerful outbound engine
Reviewed on 2017/03/19
Pros
BrightPattern has very innovative solution which provides truly omnichannel platform. Among inbound, email, chat, video, SMS it has powerful outbound engine. With 4 dialler modes companies could be more productive than on any other platform. Specially designed supervisor desktop gives full campaign control: from lists to operators. Highly recommend to all companies looking for fast, solid and professional outbound platform.
Cons
nothing special that could not be improved, slightly outdated interface – but it should be updated in new version))
- Industry: Retail
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
BP
Reviewed on 2019/12/04
Bright pattern has its down but for the most part is it okay.
Bright pattern has its down but for the most part is it okay.
Pros
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.
Cons
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.
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
User friendly, Intuitive, Easy to deploy SaaS
Reviewed on 2017/02/17
Brightpattern team has come up with great ideas over the years to make this a great Cloud product....
Brightpattern team has come up with great ideas over the years to make this a great Cloud product. It is easily deployable and reliable in a cloud environment. The service pattern interface is very intuitive and user friendly which allows for fast configuration and navigation. You can literally setup a call center, with true Omni channel capabilities in matter of minutes and be in business.
Pros
Omni channel routing, easy to use interface, performs well, innovative feature set.
- Industry: Financial Services
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
The most seamless omnichannel cloud contact center
Reviewed on 2019/04/12
We wanted a modular omnichannel solution to engage our customers across most of the digital...
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.
Pros
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 with drag and drop functionality is unparalleled and really makes it easier to configure manage the contact center within minutes and removing the complexity that you see in traditional platforms. Overall - a full featured contact center platform, capable of competing with the industry leaders, yet far more simpler and easier to use. Implementation and migration was a breeze - far less effort than what we had expected.
Cons
Perhaps improve on the UC aspects of the platform.
- Industry: Outsourcing/Offshoring
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Robust Omnichannel capabilities
Reviewed on 2019/03/08
Very responsive with support tickets. Provide resources to help understand our business goals and...
Very responsive with support tickets. Provide resources to help understand our business goals and work together with us to help achieve objectives.
Pros
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
Cons
Would like better/easier approach to bringing existing knowledge management content into or integrated with native Bright Pattern knowledge base.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Smart softphone VoIP provider
Reviewed on 2019/01/09
Cost effective product. Helps in managing some of the core call centre tasks which are otherwise...
Cost effective product. Helps in managing some of the core call centre tasks which are otherwise difficult with other apps
Pros
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.
Cons
Call drop, technical support, API documentation are some things that need to be worked on.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Bright Pattern for Customer Support
Reviewed on 2019/02/03
Pros
Bright Pattern as an add-on to Zendesk allows you to receive calls and make calls to your customers easily.
Cons
I've had a positive experience with Bright Pattern and don't have any cons to share at this time.
- Industry: Construction
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Quick turnaround, responsive support, great functionality.
Reviewed on 2018/03/22
Pros
True omnichannel and powerful integrations; great people - have had a lot of questions and answers have been quick and thorough.
Cons
Somewhat complicated, and training could be more customized (got a lot of info for things we aren't going to be using, or using in the near future)
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Bright Pattern - a world of difference
Reviewed on 2019/04/02
Ability to take our existing phone system configurations (users, skills, proficiencies, etc.) and...
Ability to take our existing phone system configurations (users, skills, proficiencies, etc.) and migrate into Bright Pattern - top notch!
Pros
Documentation and customer support put other CCaaS platforms to shame.
Cons
Not as well known as 'the big guys' but this also gives us a competitive advantage!
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Bright Pattern is an innovative and easy to use omnichannel contact center software
Reviewed on 2019/08/14
Overall I am very pleased with the platform and software.
Currently migrating away from using...
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 us to quickly build and turn chat on for our customer facing sites in less than a day. We are benefiting from running Bright Pattern as a hosted solution and no longer managing the amount of infrastructure we had to in the past.
My best advice is to read the resource documentation and find a training course that will launch you into rapid development and deployment. Bright Pattern can implement your platform very quickly but then you will need to start building. A training event is the quickest way to get started. I have personally been able to build a light weight call center in a day, a medium size call center in a week, and a large call center with integrations and IVR in a few weeks.
Pros
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 is required to start a build. I have call center managers at multiple sites that are capable of managing their own development without the assistance of their IT departments. The omnichannel options are great. Inbound voice, web chat, sms chat, and email are easy to use and implement quickly. Outbound voice and marketing campaigns are a little more invasive in their setup but still easy to configure. 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. Wallboards are another great feature addition to the platform. This has given my users the ability to build custom dashboards that can be presented to not only management/supervisors but to all the agents as well. The platform is a stable, the development is easy, and my teams love using it.
Cons
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.
- Industry: Political Organization
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Software that works.
Reviewed on 2021/03/03
After using several products on the market I have found that Brightpattern is the most powerful and...
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.
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Bright Pattern
Reviewed on 2017/03/17
Trusource Labs is third-party contact center outsourcing company. As such, we are exposed to a...
Trusource Labs is third-party contact center outsourcing company. As such, we are exposed to a number of different cloud contact center and ACD solutions. Our experience with Brightpattern has been great. We have been using Brightpattern for about two-and-a-half years now. During that time there have been a steady release of updates and improvements. Brightpattern is very receptive to customer requests and enhancements. We mostly use the voice capabilities, however we also use chat/SMS and have currently started working on integration with a mobile app. We have integrated Brightpattern with Salesforce and Zendesk. Zendesk integration was pretty seamless. The integration allows us to make routing decisions based on customer information stored in Zendesk, further customizing the interaction flow. In the end, not everything goes as planned. Questions, as well as problems have come up, and the knowledgeable support staff has always been very responsive in answering questions and resolving problems.
Pros
Flexible and powerful.
Cons
Custom reporting is a little difficult, however this is being addressed in a coming release.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Contact center administration made easy
Reviewed on 2020/12/03
Agents were able to adapt to work from home using BPCC especially this pandemic times.
Agents were able to adapt to work from home using BPCC especially this pandemic times.
Pros
BPCC is easy to manage and easy to maintain. We can able to build contact center in short span of days.
Cons
BPCC needs more detailed explanation of errors and reference codes in the documentation so we can troubleshoot issues effectively.
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great service and awesome call quality
Reviewed on 2017/05/25
Freedom to work from a remote location
Freedom to work from a remote location
Pros
Easy to use, great call quality. Nice to work from pretty much anywhere. also nice to have the handy help tool with preloaded email address.
Cons
When you are on a call, break, lunch or otherwise set away/not available for calls it would be nice if calls went directly to VM. Also when you are on lunch and break when someone calls the timer resets. The call box is small so when you are looking for a phone number in the directory s it can take awhile. This is secondary but it would be great it he ring ring was different for like a group message or if someone is sending something directly to you on the phone.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
BrightPattern Review
Reviewed on 2020/12/03
Pros
The software is very easy to use and the implementation time required is also very short when considered with the order players in the market.
Cons
Any new enhancement takes lot of time to be implemented.
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
A Bright spot in the Call Center Solution marketplace
Reviewed on 2019/02/05
We started with Aspect's UIP solution and then went to Aspect's Zipwire Product which really was a...
We started with Aspect's UIP solution and then went to Aspect's Zipwire Product which really was a branded Bright Pattern that Aspect managed. While we still had downtime and problems we found the product better than UIP. We moved over to BrightPattern and since then I've cut down my time on the phone with support and overall downtime has been almost non-existent. A great experience. Bright Pattern is really looking to build a great product and is really listening to and trying to make their customer's happy.
Pros
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.
Cons
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.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Excellent Contact Center Infrastructure / Fantastic Technology Partner
Reviewed on 2017/04/03
BrightPattern continues to be a reliable and innovative technology partner for ITyX Solutions. ...
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
- Industry: Consumer Services
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Works out of the box, great customer service
Reviewed on 2018/05/21
Easy to implement and use, simple to track calls and pull data.
Easy to implement and use, simple to track calls and pull data.
Pros
It's easy to set up and use, it also doesn't take much time for integration. Their support team is always quick to answer any question, and are very knowledgeable.
Cons
I have no complaints really, except maybe I feel like I could be utilizing it more than I am now? I'm sure they have a lot of cool features, I just don't know about them. Also, not related to the product, each time I send in a support request I feel like I get 2-3 automated emails before someone actually responds, then I receive automated emails for each interaction. It crowds my inbox.
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Bright Pattern, best Contact Center Software
Reviewed on 2017/02/23
We tried multiple Contact Center Software before Bright Pattern, but we kept only Bright Pattern...
We tried multiple Contact Center Software before Bright Pattern, but we kept only Bright Pattern because of its capabilities, ease of use, non-disruptive maintenance and update. Bright Pattern has provided us the best service and support.
Pros
Ease of use, excellent service support.
- Industry: Security & Investigations
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Easy to use
Reviewed on 2019/02/11
Pros
Does what it says on the tin and is very easy to use.
Excellent customer service, the guys are always available for a quick call.
Cons
Quality Grading is very basic , roles could be furter fine tunes
- Industry: Hospitality
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Bright Patterns
Reviewed on 2019/04/10
Overall my experience with it has been pleasant. It works fairly well and is easy to use and...
Overall my experience with it has been pleasant. It works fairly well and is easy to use and understand.
Pros
It's very easy to use and understand and most of the times we don't have any problems.
Cons
Sometimes it will freeze and you aren't able to accept a call or the system will kick you out.
- Industry: Telecommunications
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Solid Omani Channel-Pro-Grade
Reviewed on 2017/02/24
We use BP everyday to route calls between the US and the Philippines. Solid system with no...
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.
Pros
OmniChannel. Cloud but built by serious telco engineers.
Cons
reporting suite - interface looks old. New one coming
- Industry: Outsourcing/Offshoring
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Overall Great!
Reviewed on 2017/03/22
Using BP is overall simple and working with the support team is great. I only wish it was easier...
Using BP is overall simple and working with the support team is great. I only wish it was easier to create reports in the system (not using JS).
Pros
Easy to use
Cons
Difficult to create new reports
- Industry: Consumer Services
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 0.0 /10
Another half-baked dialer
Reviewed on 2018/08/10
I am an end user with 20 years experience on many dialers. This seems like an unfinished product....
I am an end user with 20 years experience on many dialers. This seems like an unfinished product. It works but lacks many common features found in other systems that have been around for several years.
Pros
Hot-key dispositions. Nothing else. Its simple boring interface lacks any real "likeable" features. The design team would benefit from the experiene of an end user. It doesnt seem the designers ever spent a day on a dialer.
Cons
Can't go to "not ready" or "break" when the que is full. Calls keep coming. No "wait" or "standby" mode while dispositioning last call before a break.