Bright Pattern

Cloud Contact Center Software with Embedded AI

4,7 /5 (89 reviews) Write a Review!

Bright Pattern Overview

What is 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.

Bright Pattern Overview

Pricing

Starting from
N/A

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

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
English

Media

Bright Pattern video Bright Pattern video Bright Pattern screenshot: Bright Pattern screenshot: Bright Pattern screenshot:

Bright Pattern Reviews

Bright Pattern Reviews

Overall rating
4,7
/
5
Excellent
70

Very good
14

Average
5

Poor
0

Terrible
0

Value for Money
4,8
Features
4,5
Ease of Use
4,6
Customer Support
4,8
94% recommended this app
Marc B.

flexible approach to a flexible world

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


Heidi D.

Great Product

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.


Verified Reviewer

Great for the Start-up and MidSize Company


Mike F.

CCaaS best option

Very supportive and responsive; easy to work with, and always there when help was needed


Sean R.

Strong omni-channel support tool

Really well designed and supported omnichannel tools that is well integrated with other tools. My favorite feature is the flexible scenario planning. We have been almost able to do everything. We are pretty creative and have been able to be very creative with our deployment.


Marc B.
Industry: Leisure, Travel & Tourism
Company size: 1 001-5 000 Employees

flexible approach to a flexible world

Used Daily for 1+ year
Reviewed on 2020/07/24
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Heidi D.
Industry: Retail
Company size: 11-50 Employees

Great Product

Used Daily for 2+ years
Reviewed on 2019/12/03
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer

Great for the Start-up and MidSize Company

Used Daily for 1+ year
Reviewed on 2018/02/06
Review Source: GetApp

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.

Rating breakdown

Ease of Use

Likelihood to recommend: 7.0/10

Mike F.
Industry: Computer Software
Company size: 51-200 Employees

CCaaS best option

Used Daily for 6-12 months
Reviewed on 2020/08/21
Review Source: Capterra

Very supportive and responsive; easy to work with, and always there when help was needed

Pros

Ease of implementation and low cost of entry

Cons

Cannot think of anything. Would buy again.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Sean R.
Industry: Telecommunications
Company size: 51-200 Employees

Strong omni-channel support tool

Used Daily for 2+ years
Reviewed on 2019/12/03
Review Source: Capterra

Really well designed and supported omnichannel tools that is well integrated with other tools. My favorite feature is the flexible scenario planning. We have been almost able to do everything. We are pretty creative and have been able to be very creative with our deployment.

Pros

They have a great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.

Cons

We have had issues with the chat tool and would love more asynchronous capabilities but it has worked for us.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
9,2/10
Based on 89 user ratings
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Bright Pattern Pricing

Bright Pattern Pricing

Starting from
N/A
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.

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.

Value for Money
4,8/5
Based on 89 user ratings
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Bright Pattern Features

Bright Pattern Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,5/5
Based on 89 user ratings
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Categories

Additional information for Bright Pattern

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

#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

Bright Pattern FAQs

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:

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:

Small Business, Large Enterprises, Mid Size 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, Dynamics 365, Google Analytics, Oracle Service Cloud, PaySimple, Salesforce Sales Cloud, ServiceNow, Twitter, Zendesk, 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