About Bright Pattern Contact Center

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 examp...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 2000

85 Reviews of Bright Pattern Contact Center

Average User Ratings

Overall

4.72 / 5 stars

Ease-of-use

4.5

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(66)

66

4 stars

(14)

14

3 stars

(5)

5

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 85 results

February 2017

Cem

Time Used: More than 2 years

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2017

August 2019

Derek from Waterfield Technologies

Company Size: 51-200 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2019

Bright Pattern is an innovative and easy to use omnichannel contact center software

Overall I am very pleased with the platform and software. 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. 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.

Pros

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.

Cons

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.

December 2019

Heidi from OfficeSupply.com

Company Size: 11-50 employees

Industry: Retail

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

3.0

December 2019

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.

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.

February 2018

Anonymous

Verified Reviewer

Time Used: Less than 2 years

Review Source: GetApp


Ease-of-use

5.0

Functionality

3.0

February 2018

Great for the Start-up and MidSize Company

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.

December 2019

Sean from Republic Wireless

Company Size: 51-200 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

December 2019

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.

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.