Home/Call Center Software/Bright Pattern
Updated on: September 19, 2020
What is Bright Pattern ?
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89% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Bright Pattern

Brighter, Easier, Faster Cloud Customer Service
(135 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.

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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 Location / Phone Number South San Francisco, California / +1 650 529-4099
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Call Center Software

Bright Pattern Pricing

Pricing ModelOne-time license , Quotation Based
Bright Pattern

One-Time Set-Up Fee

Includes 45 hours of services for workflow implementation and training

Features

  • Discovery and Design Workshop
  • Configuration and Customization to customer requirements
  • Testing and Evaluation
  • Agent and Supervisor Training
  • Administration Mentoring & Knowledge Transfer
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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.

Bright Pattern FAQs

Bright Pattern is Call Center Software. Bright Pattern offers the following functionalities:

  • Call Monitoring
  • Auto Call Recording
  • IVR Support
  • Queue Management (Calls)
  • Predictive Dialer
  • Progressive Dialer
  • Live Chat
  • Concurrency Support
  • Inbound Call Center
  • Outbound Call Center

Learn more about Bright Pattern features.

No, Bright Pattern does not offer a free plan.

Learn more about Bright Pattern pricing.

Yes, Bright Pattern provides API.

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Bright Pattern Reviews

OVERALL RATING
4.3
Based on 135 Rating(s)
Rating Distribution
  • 58.7 %
  • 28.3 %
  • 10.9 %
  • 2.2 %
  • 0 %
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Consultant in Computer SoftwareSource : g2crowd.com
(Reviewed on 24 August 2020)
"Bright Pattern for CCaaS"

What do you like best?

Ease of configuration, low cost, and scalability Review collected by and hosted on G2.com.

What do you dislike?

Really cannot think of anything, sales cycle is short, tools are easy to use, and configuration is simple. Review collected by and hosted on G2.com.

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

Easy, fast way to setup work at home agents. Great features, with easy add-ons when needed. Review collected by and hosted on G2.com.

...more
Consultant in TelecommunicationsSource : g2crowd.com
(Reviewed on 05 August 2020)
"Simple to Use"

What do you like best?

We have used multiple capabilities from the platform, the full web based access for both agents/supervisor and admin is great as it allows to used it from anywhere. Review collected by and hosted on G2.com.

What do you dislike?

We will like to see out of the box way to integrate easily chat bot/virtual agent capabilities. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Check the multichannel capabilities. We found it great on managing an creating scripts via web based tool. Review collected by and hosted on G2.com.

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

Nowadays using the tool working from home without need of a VPN is supporting our customer requirements. Review collected by and hosted on G2.com.

...more
Marc BSource : g2crowd.com
(Reviewed on 15 July 2020)
"Flexible approach to a flexible world"

What do you like best?

As per the title, it is the flexibility of the system and how easy it is to use, and 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 sceptical 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 Review collected by and hosted on G2.com.

What do you dislike?

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 Review collected by and hosted on G2.com.

Recommendations to others considering the product:

forget about the big boys in the market as you have to do it their way, go with BP for a personal approach and they will work with you all the way Review collected by and hosted on G2.com.

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

now these are done with many companies but text to speech and speech to text, personalisation, quick payment links by SMS and just how simple it is to do all of this. I have a concrete project about the customer experience and how the IVR after the Web is the first touchpoint of the customer and BP are fully committed to helping me do this and are already in preparation for future stages of the project even though we are not there yet Review collected by and hosted on G2.com.

...more
Jay LSource : g2crowd.com
(Reviewed on 15 July 2020)
"Bright Pattern Cloud Contact Centre Review"

What do you like best?

Bright Pattern is a fully functional contact centre platform in the cloud with the capabilities of an Enterprise Grade contact centre platform. The platform also offers many additional features that aren't as readily available on an Enterprise Grade contact centre without the use of third party applications. Review collected by and hosted on G2.com.

What do you dislike?

There isn't much to dislike about the platform. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you are looking for an easily deployable and simplistic cloud contact centre platform, Bright Pattern has everything you require to get your business heading in the right direction. Review collected by and hosted on G2.com.

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

With the recent changes in business behaviour with COVID-19, many clients are looking for options to work from home and because Bright Pattern is completely cloud ready and accessible from anywhere in the world its a great fit for many companies looking to solve these business challenges. Review collected by and hosted on G2.com.

...more
Keith MSource : g2crowd.com
(Reviewed on 14 July 2020)
"25 Years of Call Center Experience, BrightPattern is the best."

What do you like best?

Ease of use, coupled with excellent features.Virtual queue callback should be more of a "thing". Review collected by and hosted on G2.com.

What do you dislike?

Virtual queue callback should be more of a "thing". Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you are on the bubble, buy it. Period. Review collected by and hosted on G2.com.

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

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! Review collected by and hosted on G2.com.

...more
Gerardo GSource : g2crowd.com
(Reviewed on 05 March 2020)
"Telephone Unlimited"

What do you like best?

The power of predictive dialing technology and the flexibility offered by a first-rate company. With Bright Pattern, we have the ability to be agile and effective. Review collected by and hosted on G2.com.

What do you dislike?

Unfortunately, my primary CRM does not offer the option to integrate with Bright Pattern. My primary CRM is useful for targeting voters and tracking their support of our campaigns, but it does not have the capacity to integrate with external software like Bright Pattern. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This is a comprehensive solution that is very powerful. If you need a unified communications solution that can handle corporate level traffic, this should be at the top of your consideration list. Review collected by and hosted on G2.com.

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

We have the task to talk to tens, sometimes hundreds of thousands of voters in a very short amount of time. Bright Pattern offers a way to meet our goal by providing an algorithm to dial outgoing telephone numbers quickly and reducing the amount of wasted time our agents take to speak with another customer. Review collected by and hosted on G2.com.

...more
Othmar MSource : g2crowd.com
(Reviewed on 04 December 2019)
"Reliable omni-channel move to the cloud "

What do you like best?

Platform is very reliable. Team is great to work with and we have no problem with integrating our applications

What do you dislike?

We do not see any shortfalls in the platform. Only downside is that it is not one of the widely used platforms so we do not have a lot of benchmarks and case studies.

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

Brightpattern serves as our backbone for our entire BPO @home team. We utilize their omni-channel platform, 100% cloud based.

...more
Howard LSource : g2crowd.com
(Reviewed on 14 August 2019)
"Easy to Administer and Powerful Features"

What do you like best?

Ease of administration, loaded with features, rock-solid stability, very secure.

What do you dislike?

Limitation to 10 global questions for quality scoring.

Recommendations to others considering the product:

Ask for discounts for prepaying annually.

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

I have been able to offer BrightPattern to solve my clients needs for omnichannel routing, interaction management, and strong reporting.

...more
Derek GSource : g2crowd.com
(Reviewed on 14 August 2019)
"Bright Pattern is an innovative and easy to use omnichannel contact center software"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

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.

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

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.

...more
Source : g2crowd.com
(Reviewed on 12 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
Read All Reviews

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