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

45 Reviews of Bright Pattern Contact Center

 

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Software Advice Reviews (6)
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Showing 1-6 of 6

Vasko from Fused Enterprises
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2017

March 2017

Robust Platform

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Bright Pattern multi-channel platform was an ideal solution to all of the needs of the contact center. We were able to apply chat solutions to improve resolution times and meet client SLA agreements by distributing the workload according to quick troubleshooting and channel distribution, allowing for email, phone follow-ups and first time resolution through the integrated chat sessions, Bright Pattern's multi-channel solution was all we needed to improve our solutions and provide expedited customer service and technical support. The integration and admin setup went smoothly and the implementation team was supportive along the way. All around good service with a competitive pricing plan.

Pros

Smooth integration and setup with multi-channel options and easy to use system administration.

Cons

No cons

 
 

Christina from NexGen Agency
Specialty: Other
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2017

February 2017

Excellent software, service and support...!!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Bright Pattern is the most effective cloud contact center software compared to those we have used for several years. It offers one of the best multichannel services. We currently utilize all channels and our customers are extremely satisfied. Bright Patterns solution has definitely offered non-disruptive maintenance and is very easy to scale from 5-1000+ concurrent agents. They have a great support team who has always responded immediately to our questions/concerns. Highly recommended!

 
 

Briana from Upstart
Specialty: Financial Services
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Great Support for an easy to use softphone platform

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Bright Pattern is the best softphone VoIP provider we've found. Their service is top quality - we've had no issues since we migrated over a year ago. They were able to help us build a relatively complex and unique phone routing system. When they didn't have a feature we needed, they helped us build it or figure out a way to reach the same goal in a different way. Their support team has been world class. It has been a pleasure to work with them and most of the time I don't have to think about our phone system - which is exactly what I want - a scalable, no fuss, working system for our team.

Pros

Exemplary technical support with a reliable, quality product. Agents like the easy UI and simple tools.

Cons

Some set-up is confusing and counter-intuitive

 
 

Manny from Dizzion
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Great solution and value

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We have several customers using BP's solution and easy to implement and scales. We have also seen great adoption of work at home scenarios.

 
 

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

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

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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