Bright Pattern Contact Center Software


 

Bright Pattern is a cloud-based contact center software solution which helps businesses manage multichannel service including inbound and outbound voice, email, chat, and social media. Bright Pattern scales from 5 to 10,000 concurrent agents and provides customer relationship management (CRM) integrations to assist with customer support.

Bright Pattern supports multiple channels such as voice, chat and web support, social media, and service desks. Customer support teams can access customer information from any web browser, and skills-based call routing can help teams address customer needs by sending support request to the correct team member.

Bright Pattern Contact Center also includes automatic call re-routing in case of system issues. If, for example, a server fails while a customer service representative is on a call, Bright Pattern will automatically re-route the call to a new server so that the call does not get dropped.

 

Bright Pattern Contact Center - Service request
 
  • Bright Pattern Contact Center - Service request
    Service request
  • Bright Pattern Contact Center - Calendar
    Calendar
  • Bright Pattern Contact Center - Interaction history
    Interaction history
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 2000

17 Reviews of Bright Pattern Contact Center

 

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Brian from Aspect
Specialty: Software / IT
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2017

February 2017

Powerful, Flexible, and True SaaS

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

First, the Brightpattern team is extremely customer focused and always willing to support customizations, or modifications to the product to address feature requirements in a quickly changing market. The service pattern product is forward looking, and built for the cloud. I view this as a very safe investment in the critical customer care market that has become one of the key ways in which businesses can differentiate themselves

Pros

True Omni-Channel routing agent interface.
Simplified administration, from 0 to live and routing interactions in minutes
High reliability 99.999% and better.

Cons

Quality Management in need of improvement, control for ensuring TCPA compliance in outbound campaigns.

 
 

Sonny from Barron Ross Corporation
Specialty: Professional Services

March 2015

March 2015

Bright Pattern User Review

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

On the performance side, Bright Pattern is easy to start, highly customizable, fully featured, and very scalable. In minutes, you can have a campaigns set up and running.

On the reporting side, data is easily retrieved for analysis. Call recordings is a welcome feature as it is very useful for training purposes.

Customer service is very good. The staff is very knowledgeable, and is very responsive to questions and requests.

Likes Least

List management is good overall, but can be more robust. For example, it would be nice to be able to make changes to lists during live campaigns.

Recommendations

Look for solutions that can scale as your business grows. Changing vendors is hard and expensive, so having a solution that will scale alongside your business is very important.

 
 
 
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