About Bright Pattern

Bright Pattern provides the simplest and most powerful AI-powered omnichannel 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 with embedded AI that can be deployed quickly and nimbly by business users—without costly professional services. Bright Pattern allows companies to offer an effortless and personal customer experience across channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also allows companies to measure and act on every interaction on every channel via embedded AI omnichannel quality management. The company was founded by a team of industry veterans who pioneered the leading contact center 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

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Bright Pattern

Key benefits of Bright Pattern

#1 Quality Assurance – Ensure consistency and quality on ALL interactions through built-in, AI-supported, omnichannel quality assurance capabilities.

#2 Omnichannel Conversations – Provide customers seamless, effortless conversations across all channels and allow customers to switch between channels.

#3 Powerful Personalization – Personalize customer experiences across all channels using customer CRM data and empower agents with key customer info.

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

Devices

Business size

S M L

Markets

Australia, Brazil, Canada, China, Germany, United Kingdom, India, Japan, Mexico, United States

Supported Languages

English

Pricing starting from:

US$70,00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Bright Pattern

Images

Bright Pattern Software - 1
Bright Pattern Software - 2
Bright Pattern Software - 3
View 5 more
Bright Pattern video
Bright Pattern video
Bright Pattern Software - 1 Bright Pattern Software - 2 Bright Pattern Software - 3

Features

Total features of Bright Pattern: 75

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Appointment Management
  • Auto-Dialer
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Campaign Specific Caller ID
  • Chat/Messaging
  • Collaboration Tools
  • Computer Telephony Integration
  • Conferencing
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Drag & Drop
  • Employee Management
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • For Small Businesses
  • IVR / Voice Recognition
  • Inbound Call Center
  • Knowledge Base Management
  • List Management
  • Live Chat
  • Manual Dialer
  • Multi-Channel Communication
  • Multi-Channel Management
  • Outbound Call Center
  • PBX
  • Performance Management
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SMS Messaging
  • Self Service Portal
  • Social Media Integration
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Telemarketing Management
  • Third Party Integrations
  • VoIP

Alternatives

Genesys Cloud CX

4,2
#1 Alternative to Bright Pattern
Genesys Cloud CX is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and...

NICE CXone

4,2
#2 Alternative to Bright Pattern
NICE Cxone delivers the most complete and customer-focused cloud platform for companies to transform their customer...

Five9

4,2
#3 Alternative to Bright Pattern
Five9 is a contact center and call centre solution powered by artificial intelligence. The cloud-based solution...

Talkdesk

4,5
#4 Alternative to Bright Pattern
Talkdesk provides all the benefits of enterprise contact center software, without all the complexity.

Reviews

Overall rating

4,7 /5
(98)
Value for Money
4,8/5
Features
4,6/5
Ease of Use
4,6/5
Customer Support
4,8/5

Already have Bright Pattern?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 98
Marc B.
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 1 001-5 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

flexible approach to a flexible world

Reviewed on 2020/07/24

its the personal touch that matters and the pride they have for their system. I am the sort of...

its the personal touch that matters and the pride they have for their system. I am the sort of person who always asks "what if " or "could we" and they help me get those questions answered. and if its not there to be added or done i know it will be at some point.
nothing is to hard for them to do and the relationship i have developed with the team is like nothing i experienced with Aspect, Genesys or not so NICE. The so called better are really just bigger companies who have lost sight of the personal touch and truly working with clients

Pros

As per the title, it is the flexibility of the system and how easy it is to use! What takes BP to the next level is the service I receive from them. They want to learn and they want to get even better and to do that they actually engage with their customers.

I was impressed by their original RFP presentation/demo! We were using an outdated version of their system which was supplied by Aspect so I was skeptical as the version we had was not good, but we found out Aspect were selling us a version which was 2 years old and everything was simply hard and had to be done their way.

It turned out that feedback we had given aspect, BP had taken and improved their system and actually commented on a few of my employees by names that they were grateful for that and it helped them.

so flexibility simplicity and their engagement is second to none and I would always recommend BP

Cons

I haven't had any downsides as of yet and I am sure there will be some from time to time, but I am confident that whatever happens, they will go the extra mile to get it sorted

Darren P.
Overall rating
  • Industry: Telecommunications
  • Company size: 2-10 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Bright Pattern Omnichannel CCaaS Review - Great enterprise omnichannel solutions

Reviewed on 2020/11/13

Exceptional. Amazing platform that is a tremendous value

Exceptional. Amazing platform that is a tremendous value

Pros

Bright Pattern has some of the most innovative omnichannel features including omnichannel quality management for monitoring 100% of interactions on all channels
Bright Pattern has a mature offering and experienced executive team of contact center veterans
One key thing that sets Bright Pattern apart from other vendors is their speed of deployment. They also have great and quick ROI.
They are a great all-in-one solution but also have out-of-the-box integrations to fulfill the needs of any size of contact center both SMB and Enterprise.

Cons

None that come to mind. There are no cons to BP. Can't go wrong with this software

Alternatives Considered

Five9 and NICE CXone

Reasons for Choosing Bright Pattern

Support lacking, outages, inflexible

Switched From

Five9 and NICE CXone

Reasons for Switching to Bright Pattern

Best omnichannel, built-in CRM, dynamic scripting, exceptional QA tools, amazing support, single view of the customer journey, easy integrations, screen monitoring and recording, easy to use workflow builder, don't nickel and dime customers.
Verified Reviewer
Overall rating
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Great for the Start-up and MidSize Company

Reviewed on 2018/02/06

Pros

Remote Cloud based system, requires an online download for the compatibility of the software to your desktop. Allows for call outcome and dispositions to be added, edited. Has user directory, can take notes on the caller. Can while on the call stop recording, saves the users daily call log. Allows for users calling inbound to be placed on a callback list which the system will generate a callback when the call volume decreases in the queue. The system is easy to use has mute functions on the screen if you do not have capabilities on your headset. Has caller ID for those callers in the system. Allows for transfers and holds. Employees get their own designated extensions for each campagin. Allows for campaigns to be set-up.

Cons

The call log would be more effective if users could independently run stat comparisons or if it tallied for the user key information such as average call time, average hold time, average daily calls taken, and percentages of which disposition is used. Because call centers are so competitive and this information is monitored for employee performance. allowing employees to be accountable on their own for improvement wiill benefit the agent and company for better productivity due to agent awareness. Having the ability to pull up a call and see what you dispositioned it as would be useful as this is a function of FIVE9 that was very useful for agents to recall the call outcomes. It would be nice to hear a warning beep a minute before the next phone call comes in and 2 beeps 30 seconds before your next call comes in so agents are not still typing notes in the CRM and a call comes. Customers would complain that they would leave a number for a callback to be called back and placed on hold again, or not be called back at all. Need a feature for automatic call recording to be optional and when a user accepts an inter-office call it asks both users do you want the call recorded if both users do not say yes it does not record. I would get kicked out the system and it shows me as not ready but I would be on an active call but with no ability to disposition the call nor was it showing I was on a call which hurt my agent performance for calls not being dispositioned. Calls that are not dispositioned due to software failure, data connection etc. or being lost should somehow indicate rather than not dispositioned something like "network failure" so administrators do not think agents are simply not dispositioning call outcomes. Maybe possibly creating an integration with CRM software which when caller ID has identified the caller it can pull the account up in the CRM and calls which have not been dispositioned when a new call is taken the softphone will copy the major account changes to the call and for disposition it says OTHER-and action in the CRM such as refund, cancellation, no changes. If a user fails to log out of BrightPattern the next day when the system opens that user wiill have calls routed to them. Maybe having a feature which specifies times a user gets phone calls. to end or begin or both. This was a challenge when a user has a password on their keyboard and mgmt is not there and you can not sign in to the computer to log them out from taking phone calls. Or having a feature after 8 hours of no phone calls the phone will automatically go into sleep mode and not accept phone calls. Needs the ability to tell you which campaign a person is calling into, showing the phone number the person actually dialed.

Keith M.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

25 Years of Call Center Experience, BrightPattern is the best.

Reviewed on 2020/12/03

One of the easiest systems to use I have encountered in 25 years of call center experience. The...

One of the easiest systems to use I have encountered in 25 years of call center experience. The technology is amazing, and the customer service even better!

Pros

Ease of use, coupled with excellent features.Virtual queue callback should be more of a "thing".

Cons

Virtual queue callback should be more of a "thing".

Alternatives Considered

RingCentral MVP, Talkdesk, NICE CXone and Zendesk

Reasons for Choosing Bright Pattern

Licensing cost(s), all-cloud service. Not locked to Windows clients.

Reasons for Switching to Bright Pattern

Background from Genesys, interaction with support / engineering team. Cost.
Heidi D.
Overall rating
  • Industry: Retail
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Great Product

Reviewed on 2019/12/03

I love Bright Pattern, from the beginning the demo was great, explained things in great detail. As...

I love Bright Pattern, from the beginning the demo was great, explained things in great detail. As we moved our services over to them they have been super easy to work with.

Pros

I love that all of our customer interactions are on one platform. Very user friendly and simple to program. I was part of implementing this software, it was easy to train and easy for agents to learn.
The software has great documentation if you need assistance, otherwise their support team has been great!
They respond quickly and are easy to work with.

Cons

When there are changes made or updates I am not notified of the changes that are made.

Alternatives Considered

Salesforce Sales Cloud

Reasons for Choosing Bright Pattern

Previously we did not have all of our interactions on one platform, we used different systems for emails, chats and emails.

Reasons for Switching to Bright Pattern

We were looking for something simple, we did not need a full CRM system. However they now offer the whole CRM
Showing 5 reviews of 98 Read all reviews

Bright Pattern FAQs

Below are some frequently asked questions for Bright Pattern.

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.

Bright Pattern has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

Bright Pattern supports the following languages:

English

Bright Pattern supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Bright Pattern integrates with the following applications:

10,000ft Insights, Alvaria Workforce, Amazon EC2, Aspect Zipwire, Desk.com, Dynamics 365, Facebook for Business, Gmail, Google Analytics, Google Calendar, Google Cloud Monitoring API, Oracle B2C Service, Oracle Service, PaySimple, Salesforce Sales Cloud, Salesforce Service Cloud, ServiceNow, Twitter, Verint Workforce Management, Zapier, Zendesk, Zoho CRM

Bright Pattern offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Bright Pattern.