Bright Pattern

Bright Pattern

Omnichannel cloud call center software

4.8/5 (76 reviews)

Bright Pattern Overview

Bright Pattern provides the most simple and powerful contact center software for innovative midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform that can be deployed quickly and nimbly by business users. Bright Pattern allows companies to offer an effortless, personal, and seamless customer experience across channels like voice, text, chat, email, video, messengers, and bots. The company was founded by a team of industry veterans who pioneered the leading on-premises solutions and today are delivering an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages.

Pricing

Starting from
US$70,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

English

Bright Pattern Reviews

Overall rating
4.8/5
96% positive reviews
62
Excellent
11
Very good
3
Average
0
Poor
0
Terrible
Derek G.

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

Used Daily for 2+ years
Reviewed on 2019/08/14
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Kc R.

Bright Pattern - Advanced Contact Centers made simple

Used Daily for 1+ year
Reviewed on 2017/02/22
Review Source: Capterra

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

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.

Cons

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
William A.

I use Bright Pattern as an outbound telephone and SMS platform. They have been very helpful!

Used Daily for 1+ year
Reviewed on 2017/08/05
Review Source: Capterra

Significant increase in contact rate, ease of user experience.

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Roger M.

Bright Pattern

Used Daily for 2+ years
Reviewed on 2017/03/17
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Allan Y.

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

Used Daily for 2+ years
Reviewed on 2017/02/24
Review Source: Capterra

As a company that serves tens of thousands to hundreds of thousands of senior citizens, our customers want to talk to us via phone. 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. Most of the other cloud-based contact center solutions were able to handle our volume when we only had a few agents. But once we started to grow our volume and hiring of agents exponentially, only Bright Pattern proved robust enough to scale.

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
Customer Support

Likelihood to recommend

10.0/10

Bright Pattern Pricing

Starting from
US$70,00/month
Pricing options
Free Trial
Subscription
Value for money

Our seat licenses are priced monthly, per agent. We reward customers who commit to an annual contract with favorable pricing, compared to month-to-month agreements. An annual contract delivers all of our standard product features, along with certainty and peace of mind.

Bright Pattern Features

  • API
  • Activity Dashboard
  • CRM Integration
  • Chat
  • Contact History
  • Instant Messaging
  • Knowledge Base
  • Multi-Channel Communication
  • Real Time Monitoring
  • Reporting & Statistics
  • Social Media Integration
  • Surveys & Feedback
  • Third Party Integration

  • Automatic Notifications
  • Customizable Branding
  • Email Integration
  • Monitoring
  • Prioritizing
  • Ticket Management
  • Workflow Management

Additional information for Bright Pattern

Key features of Bright Pattern

  • App:Business Process Outsourcing
  • App:Customer Service
  • App:Inside Sales
  • App:Technical Support
  • Automatic Call Distribution
  • Call Recording
  • Contact Center Web Chat
  • DNC Compliance
  • Inbound Contact Center
  • Interactive Voice Response
  • Multilingual Support
  • Outbound Contact Center
  • Pre-recorded Messages
  • Predictive Dialer
  • Quality Monitoring
  • Reporting
  • Salesforce Integration
  • Skills-based Routing
  • Surveys
  • Text-to-Speech

Benefits

We offer out-of-the box Salesforce integration with no custom coding and a user friendly interface with zero-installation and a single sign-on.

Bright Pattern is a fast growing Silicon Valley startup, which successfully competes with big call center vendors, such as Avaya, Cisco, Five9, Interactive intelligence, Genesys, inContact and others

Bright Pattern FAQs

Below are some frequently asked questions for Bright Pattern.

Q. What type of pricing plans does Bright Pattern offer?

Bright Pattern offers the following pricing plans:

Starting from: US$70,00/month

Pricing model: Subscription

Free Trial: Available

Our seat licenses are priced monthly, per agent. We reward customers who commit to an annual contract with favorable pricing, compared to month-to-month agreements. An annual contract delivers all of our standard product features, along with certainty and peace of mind.

Q. What are the main features of Bright Pattern?

Bright Pattern offers the following features:

  • App:Business Process Outsourcing
  • App:Customer Service
  • App:Inside Sales
  • App:Technical Support
  • Automatic Call Distribution
  • Call Recording
  • Contact Center Web Chat
  • DNC Compliance
  • Inbound Contact Center
  • Interactive Voice Response
  • Multilingual Support
  • Outbound Contact Center
  • Pre-recorded Messages
  • Predictive Dialer
  • Quality Monitoring
  • Reporting
  • Salesforce Integration
  • Skills-based Routing
  • Surveys
  • Text-to-Speech

Q. Who are the typical users of Bright Pattern?

Bright Pattern has the following typical customers:

Large Enterprises, Mid Size Business, Small Business

Q. What languages does Bright Pattern support?

Bright Pattern supports the following languages:

English

Q. What type of pricing plans does Bright Pattern offer?

Bright Pattern has the following pricing plans:

Subscription

Q. Does Bright Pattern support mobile devices?

Bright Pattern supports the following devices:

Android, iPhone

Q. What other apps does Bright Pattern integrate with?

Bright Pattern integrates with the following applications:

Amazon EC2, Google Analytics, Microsoft Dynamics CRM, PaySimple, Salesforce Sales Cloud, ServiceNow, Twitter, Zendesk, Zoho CRM, Zoho CRM

Q. What level of support does Bright Pattern offer?

Bright Pattern offers the following support options:

FAQs, Knowledge Base, Online Support, Phone Support