Home/Call Center Software/Bright Pattern
Updated on: October 17, 2019
What is Bright Pattern ?
Bright Pattern - Call Center Software : SaaSworthy.com
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Bright Pattern

Brighter, Easier, Faster Cloud Customer Service
(93 Ratings) Write Review

Bright Pattern is a cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.

Bright Pattern Features Show All Features

Bright Pattern Technical details

Support 24/7 (Live rep) Business Hours Online Customer Type Large Enterprises Medium Business Small Business
API Contact California, United States / +1 650 529-4099
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Call Center Software

Bright Pattern Pricing

Pricing ModelQuotation Based
How much does Bright Pattern cost ?
Bright Pattern provides a custom pricing for their software.
Voice Select
Custom

Plan Features

  • Inbound Voice ACD
  • Virtual queue/call back
  • Personal routing
  • Visual flow builder
  • IVR voice scenarios
  • Multilingual TTS for IVR
  • Prompt management
  • 3rd Party Data access APIs
  • Context-driven UI
  • Web-based screen pops with 3rd party apps
  • Knowledge Base / Canned replies
  • Prerecorded Voice Messages
  • Click to Call APIs
  • Agent home screen performance stats
  • Contact Management
  • Customer profile / Customizable view and object structure
  • Customer journey/conversations history
  • Customer Identification
  • Preview Dialing
  • Predictive Dialing
  • Progressive Dialing
  • Automated results export
  • List management Rest API
  • Scheduled Callbacks
  • Extensive list sorting and filtering
  • Optimal Calling hours
  • Dynamic CallerID assignment (local Caller)
  • Right Party Contact Scenarios
  • Answering Machine Detection
  • Real-time Campaign progress monitoring
  • Automatic Campaign Quota Control
  • Safe Calling hours
  • DNC lists
  • Campaign Diagnostics

Contact the vendor for detailed pricing information

Professional
Custom

Plan Features

  • Inbound Voice ACD
  • Virtual queue/call back
  • Personal routing
  • Omni-channel ACD (Voice/Chat/Email)
  • Email processing PUSH - distribution and PULL - shared queue
  • Web chat routing (skills-based)
  • SMS/MMS conversations
  • Social media interactions routing
  • Visual flow builder
  • IVR voice scenarios
  • Omni-channel scenarios
  • Multilingual TTS for IVR
  • Prompt management
  • 3rd Party Data access APIs
  • Context-driven UI
  • Web-based screen pops with 3rd party apps
  • Scripted conversations
  • Knowledge Base / Canned replies
  • Predefined Conversation Templates
  • Prerecorded Voice Messages
  • Click to Call APIs
  • Agent home screen performance stats
  • Contact Management
  • Customer profile / Customizable view and object structure
  • Customer journey/conversations history
  • Customer Identification
  • 360 customer view
  • Real-Time Sentiment level alerts
  • In-App Customer Service SDK (iOS, Android)
  • Customer initiated Web Chat
  • Proactive Chat
  • SMS/MMS chat
  • Credit Card Masking
  • Co-Browsing
  • Post transactional surveys
  • Secure forms
  • Web call back
  • Preview Dialing
  • Predictive Dialing
  • Progressive Dialing
  • Automated results export
  • List management Rest API
  • Scheduled Callbacks
  • Extensive list sorting and filtering
  • Optimal Calling hours
  • Dynamic CallerID assignment (local Caller)
  • Right Party Contact Scenarios
  • Answering Machine Detection
  • Real-time Campaign progress monitoring
  • Automatic Campaign Quota Control
  • Safe Calling hours
  • DNC lists
  • Campaign Diagnostics

Contact the vendor for detailed pricing information

Premium
Custom

Plan Features

  • Inbound Voice ACD
  • Virtual queue/call back
  • Personal routing
  • Omni-channel ACD (Voice/Chat/Email)
  • Email processing PUSH - distribution and PULL - shared queue
  • Web chat routing (skills-based)
  • SMS/MMS conversations
  • Social media interactions routing
  • Same region (follow the sun) distribution
  • Visual flow builder
  • IVR voice scenarios
  • Omni-channel scenarios
  • Multilingual TTS for IVR
  • Prompt management
  • 3rd Party Data access APIs
  • Automation workflows
  • Context-driven UI
  • Web-based screen pops with 3rd party apps
  • Scripted conversations
  • Knowledge Base / Canned replies
  • Predefined Conversation Templates
  • Prerecorded Voice Messages
  • Click to Call APIs
  • Agent home screen performance stats
  • Contact Management
  • Customer profile / Customizable view and object structure
  • Customer journey/conversations history
  • Customer Identification
  • 360 customer view
  • Real-Time Sentiment level alerts
  • In-App Customer Service SDK (iOS, Android)
  • Customer initiated Web Chat
  • Proactive Chat
  • SMS/MMS chat
  • Credit Card Masking
  • Co-Browsing
  • Post transactional surveys
  • Secure forms
  • Web call back
  • Social Messengers (FB, LINE, VIBER, WECHAT)
  • Preview Dialing
  • Predictive Dialing
  • Progressive Dialing
  • Automated results export
  • List management Rest API
  • Scheduled Callbacks
  • Extensive list sorting and filtering
  • Optimal Calling hours
  • Dynamic CallerID assignment (local Caller)
  • Right Party Contact Scenarios
  • Answering Machine Detection
  • Real-time Campaign progress monitoring
  • Automatic Campaign Quota Control
  • Safe Calling hours
  • DNC lists
  • Campaign Diagnostics

Contact the vendor for detailed pricing information

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Disclaimer: The pricing details were last updated on 05/02/2019 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

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Bright Pattern Reviews

OVERALL RATING
4.6
Based on 93 Rating(s)
Rating Distribution
  • 83
  • 8
  • 2
  • 0
  • 0
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Source : g2crowd.com
(Reviewed on 11 April 2019)
"Best Omnichannel contact center platform "

What do you like best?

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 features we wanted are out-of-the-box. Integrations with IBM Watson provide rich analytics and self service capabilities through the IVR and virtual agent. 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 easy to configure and manage the contact center within minutes and removes 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.

What do you dislike?

They could improve on the UC aspects of the platform.

What problems are you solving with the product? What benefits have you realized?

Needed a omnichannel solution capable of tracking the entire customer journey across all channels.

...more
Source : g2crowd.com
(Reviewed on 10 April 2019)
"Friendly Service "

What do you like best?

It is very easy to find all of the information that is being requested.

What do you dislike?

Sometimes the phone button does not come up.

Recommendations to others considering the product:

This product is very easy and friendly to use. It helps improve your customer's experience

What problems are you solving with the product? What benefits have you realized?

I'm given homeowners they account balance. The system makes it easy to get to.

...more
Source : g2crowd.com
(Reviewed on 09 April 2019)
"Bright Patterns Review"

What do you like best?

I really like the layout as it is very easy to understand and utilize. I also like how you are able to see the other users. It is very good at telling you your voice quality. It also works effectively as a system and allows for easy utilization as well as streamlined productivity. The layout works extremely well.

What do you dislike?

I dislike how sometimes the system will kick you out or sometimes it will freeze up and not allow you to take a call. Sometimes you have to hang up on a call and call the person back in order for a call to not be staticky. Other than that for the most part the system is extremely easy to use.

Recommendations to others considering the product:

I think that bright patterns works very well. I would definitely recommend it to others who are looking for an easy to use system that allows for a large influx of calls daily.

What problems are you solving with the product? What benefits have you realized?

I find that Bright Patterns is extremely easy to use and it helps our team work effectively with the calls that we have come in on a daily basis.

...more
Source : g2crowd.com
(Reviewed on 03 April 2019)
"BrightPattern is the best customer service I have ever had."

What do you like best?

Customer service. Brightpattern Customer Service is second to none. Have not dealt with better in 25+ years of IT Experience.

What do you dislike?

API Documentation. The API documentation was obviously written by developers. There is not enough detail in the documentation or data validation by the API.

Recommendations to others considering the product:

Best decision you will ever make. Much better ROI than the other cloud telephony providers.

What problems are you solving with the product? What benefits have you realized?

Low cost service, High uptime, superior customer service.

...more
Source : g2crowd.com
(Reviewed on 25 March 2019)
"Reporting "

What do you like best?

I like that reports run quick and are easy to find

What do you dislike?

I do not like that when you are pulling calls you can not sort in the columns.

Recommendations to others considering the product:

na

What problems are you solving with the product? What benefits have you realized?

na

...more
Source : g2crowd.com
(Reviewed on 25 March 2019)
"Bright Pattern - a world of difference"

What do you like best?

Documentation and customer support put other CCaaS platforms to shame.

What do you dislike?

Not as well known as 'the big guys' but this also gives us a competitive advantage!

What problems are you solving with the product? What benefits have you realized?

Ability to take our existing phone system configurations (users, skills, proficiencies, etc.) and migrate into Bright Pattern - top notch!

...more
Source : g2crowd.com
(Reviewed on 25 March 2019)
"Does the job"

What do you like best?

The ease of accessing on a mobile device

What do you dislike?

The manuals/guides are hard to follow and reporting is not customizable within the software itself.

What problems are you solving with the product? What benefits have you realized?

Customer care contact. The virtual queue option helps keep callers from becoming irate and impatient during periods of high call volume

...more
Source : g2crowd.com
(Reviewed on 20 March 2019)
"Good Quality Calling, Decent UI"

What do you like best?

call quality was good, call routing was setup by our admin and functioned correctly.

What do you dislike?

the user interface seemed dated, wasn't very pretty.

What problems are you solving with the product? What benefits have you realized?

integration with salesforce and better call routing

...more
Source : g2crowd.com
(Reviewed on 20 March 2019)
"Great Telephony/Chat Solutions Partner"

What do you like best?

The support we receive from Bright Pattern is easily the best in the industry. They're incredibly responsive to any issues we face (which is fairly minimal to zero), and communicate quickly if there are any service interruptions that may affect incoming volume. However, I should note that issues faced thus far are the result of a third party. Examples include carrier issues, or service outages affecting a region of users. Our uptime has been 99% in all of the previous year. It's also incredibly easy to integrate this tool with various commercially available CRM's, such as Zendesk (our CRM of choice).

What do you dislike?

Their isn't a lot of customization for reporting in a GUI. It requires the use of another software tool to build queries or modify templates. However, Bright Pattern provides these templates that can be adjusted to meet your reporting needs, and the default reports will generally provide you with the information you require.

Recommendations to others considering the product:

Schedule a call, allow them to listen to your business requirements. I can't say this enough, Bright Pattern's support has been one of the better ones we've dealt with in years.

What problems are you solving with the product? What benefits have you realized?

We have a "shared" queue environment, with various clients being assisted by the same employees. The robust backend customization has allowed us to scale operations to properly queue manage various queues, with the same agents, without needing to switch between Bright Pattern instances. It also doesn't require a landline at each desk, since it works over soft phone.

...more
Source : g2crowd.com
(Reviewed on 18 March 2019)
"Zipwire 3rd line support"

What do you like best?

We have got most issues resolved in a timely manner once Aspect reached out with our cases to bright pattern

What do you dislike?

We consumed a product of bright pattern that was sold by Aspect, so support for complex cases took time until it reached developers.

What problems are you solving with the product? What benefits have you realized?

Contact centre management and reporting

...more
Read All Reviews

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Bright Pattern Screenshots

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