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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 2000

57 Reviews of Bright Pattern Contact Center

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  • Mike from Internet

    Number of employees: 11-50 employees

    August 2018

    Another half-baked dialer

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    I am an end user with 20 years experience on many dialers. This seems like an unfinished product. It works but lacks many common features found in other systems that have been around for several years.

    Pros

    Hot-key dispositions. Nothing else. Its simple boring interface lacks any real "likeable" features. The design team would benefit from the experiene of an end user. It doesnt seem the designers ever spent a day on a dialer.

    Cons

    Can't go to "not ready" or "break" when the que is full. Calls keep coming. No "wait" or "standby" mode while dispositioning last call before a break.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Brett from CustomerHD

    Number of employees: 11-50 employees

    June 2018

    A decent virtual IVR for making and receiving customer support calls

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    You can use it as a softphone, route to a deskphone, or connect with an external number like a cellphone. This makes it versatile and great for work-from-home implementations. Integrates with ticketing software like Zendesk well.

    Cons

    Not the most reliable system and frequently encounters SIP errors or logs itself out without clear notification to the user. Seems to happen more often when opening new tabs. This may be due to using it as an app within another system, but it means you have to be vigilant about your current status. I also use this in a low-volume environment, so not sure how the experience would be if I was using it for a true call center.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Naomi from Flywheel Sports Inc.

    Number of employees: 501-1,000 employees

    May 2018

    Works out of the box, great customer service

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Easy to implement and use, simple to track calls and pull data.

    Pros

    It's easy to set up and use, it also doesn't take much time for integration. Their support team is always quick to answer any question, and are very knowledgeable.

    Cons

    I have no complaints really, except maybe I feel like I could be utilizing it more than I am now? I'm sure they have a lot of cool features, I just don't know about them. Also, not related to the product, each time I send in a support request I feel like I get 2-3 automated emails before someone actually responds, then I receive automated emails for each interaction. It crowds my inbox.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    March 2018

    Quick turnaround, responsive support, great functionality.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    True omnichannel and powerful integrations; great people - have had a lot of questions and answers have been quick and thorough.

    Cons

    Somewhat complicated, and training could be more customized (got a lot of info for things we aren't going to be using, or using in the near future)

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    February 2018

    Great for the Start-up and MidSize Company

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Lisa from Data Listing Services dba The Connection

    Number of employees: 201-500 employees

    December 2017

    Working with our Team at Bright Pattern has been amazing and the best experience ever!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Skill Based Routing, scenarios, creating users, lists, uploading queue messages via a wav file and the list goes on.

    Cons

    When moving agents to different teams it put their skill back at 100 for all the services versus keeping it how it was and it's been challenging for our call centers to manage this. And I wish there was a way we could move multiple access numbers to a scenario & Service at the same time versus one by one. Some of our client's have 1000+ phone numbers that all route to the same scenario & service etc...

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Will from IDA Voice

    Number of employees: 11-50 employees

    October 2017

    This call center package provides everything I need and more and the support team is phenomenal!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I can do everything I need to do for my clients in one location. Call routing, reporting, quality and knowledge tools are all located in one spot.

    Cons

    The admin guide is a little hard to maneuver but the support desk is always happy to assist when I don't have the time to do it.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Hiroshi from Communication Business Avenue, Inc.

    Number of employees: 51-200 employees

    September 2017

    THE BEST and ONLY ONE TURE OMUNICHANNEL SOLUTION!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Installation is very easy and easy to set up without any stress. System is very stable too.

    Pros

    Scenario builder and Omunichannel capability are wonderful. I also like SNS integration including LINE, AI Watson integration and Proactive Chat. This is a ALL IN ONE solution with APIs which can give me freedoms to integrate other softwares easily. Voice, SNS, Chat, Video, CRM, SMS, AI and ticketing system are all connected and integrated nicely so that a call center agent can easily use without any stress. I believe that this software is the ONLY ONE TRUE OMUNICHANNEL platform and Bright Pattern is very quick in integrating their software with other third party softwares. And because of that, the software is always NEW AND UPDATED. This is also one of the reasons why I like this software. Their support team is very nice and they are very quick to respond to any of our inquiries in a kind manner.

    Cons

    Pricing is not very low but reasonable because of their sophisticated omunichannel functionalities and wonderful customer support.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • William from Bradburn Group

    Number of employees: 11-50 employees

    August 2017

    I use Bright Pattern as an outbound telephone and SMS platform. They have been very helpful!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Significant increase in contact rate, ease of user experience.

    Pros

    I love the omnichannel support. I was able to design an outbound dialing program that incorporates telephone calls, automated voicemails, SMS messaging, and email. This approach took my contact rate from ~35% to 61% last month! I could have have accomplished this with out the creativity and expertise of the support staff, they are very knowledgeable about their product and very willing to help with solutions.

    Cons

    It seems to be better designed for a small number of large dialing campaigns as opposed to a large number of small campaigns, but this is likely an issue across predictive dialing platforms. When I am testing new campaigns that only send 100 or so leads each day, it is often more beneficial to manually dial them in 'Preview' mode rather than set up dialing rules and unique campaigns because having one or two agents assigned to several small campaigns often makes the dialer "choke" for lack of a better word. I have also had some integration issues with our CRM, but again I do not believe that 100% (or any percent, to be honest) a reflection of Bright Pattern as much as it is on our CRM software.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Justin from The Data Group

    Number of employees: 11-50 employees

    July 2017

    Super easy to use UI and great customer support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Having access to instant caller information allows us to make real-time decisions for our businesses

    Pros

    In addition to the awesome UI the real-time data makes collecting and verifying caller information a breeze

    Review Source: Capterra
  • Kristen from Madison Reed

    Number of employees: 51-200 employees

    June 2017

    Very good, the customer support is amazing. They are always there if we have a question.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Cost savings, unified desktop for agents, the enhancement requests we wanted, the peace of mind that we have a team that really cares about helping us meet our goals.

    Pros

    Excellent Customer Support- for implementation, ongoing support and enhancement requests Concurrent licenses and not being double charged by channel, integration with Zendesk.

    Cons

    I wish that chat was a bit easier to customize through the admin console, instead of having to update the code. (text changes for ex.)

    Review Source: Capterra
  • Gerardo from G7 Strategy Group, Inc

    Number of employees: 51-200 employees

    June 2017

    I use Bright Pattern to contact voters quickly, easily and effectively.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Powerful. Flexible. Affordable. I regularly recommend this software to my peers.

    Pros

    The software is powerful enough to dial thousands of numbers very quickly. It is affordable as compared to other systems. The interface is flexible enough to fit my niche market. Staff are remarkably responsive.

    Cons

    I like finding bugs in software. This software failed to give me bugs. We helped develop the framework for the pop-up screen initially and may revisit the design.

    Review Source: Capterra
  • Michelle from Mosaic Global Transportation

    May 2017

    Great service and awesome call quality

    Ease-of-use
    Functionality
    Quality
    Support

    Freedom to work from a remote location

    Pros

    Easy to use, great call quality. Nice to work from pretty much anywhere. also nice to have the handy help tool with preloaded email address.

    Cons

    When you are on a call, break, lunch or otherwise set away/not available for calls it would be nice if calls went directly to VM. Also when you are on lunch and break when someone calls the timer resets. The call box is small so when you are looking for a phone number in the directory s it can take awhile. This is secondary but it would be great it he ring ring was different for like a group message or if someone is sending something directly to you on the phone.

    Review Source: Capterra
  • Kenji from Salesforce

    April 2017

    High value CC apps

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Service pattern provide a easy setup and full-featured CC by cloud. No need special code and easy integration with CRM using Scenario builder!

    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 10,000+ employees

    April 2017

    High value CC apps

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Service pattern provide a easy setup and full-featured CC by cloud.
    No need special code and easy integration with CRM using Scenario builder!

    Cons

    Service pattern covered basic feature for not only voice but also digital channel. so I request modern user interface :-)

    Review Source: GetApp
  • Onur from ITyX Solutions Inc.

    Number of employees: 51-200 employees

    April 2017

    Excellent Contact Center Infrastructure / Fantastic Technology Partner

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    BrightPattern continues to be a reliable and innovative technology partner for ITyX Solutions. BP's decades of experience in the field of contact center infrastructure have helped us tremendously. The technology itself is reliable, scalable and offers unparalleled functionality and transparency. The system is sophisticated, yet simple to use. As partners, BrightPattern has always been proactive and extremely helpful with prospects and accounts. Overall: Highly recommended!

    Pros

    Reliability, scalability, multi-tenancy, APIs, mobile SDK

    Review Source: Capterra
  • Omar from Reply.ai

    Number of employees: 11-50 employees

    March 2017

    Great partners to work with

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Reply.ai partnered with BrightPattern to bring bots and chat automation to their cloud contact center software and it's been a very productive partnership. Very easy to work with. Looking forward to collaborate more.

    Pros

    Flexible platform

    Cons

    I miss API webhooks, but it is coming in the next release!

    Review Source: Capterra
  • Eleonora from BeCloud Solutions

    March 2017

    The art of making a great decision

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    Their software satisfy and anticipate all market needs: it is innovative, complete but easy to use. And what about Customer Service? They are prompt, clear and helpful.

    Review Source: Capterra
  • Greg from Transcosmos America

    Number of employees: 10,000+ employees

    March 2017

    Overall Great!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Using BP is overall simple and working with the support team is great. I only wish it was easier to create reports in the system (not using JS).

    Pros

    Easy to use

    Cons

    Difficult to create new reports

    Review Source: Capterra
  • Verified Reviewer

    March 2017

    Truly omnichannel platform with powerful outbound engine

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    BrightPattern has very innovative solution which provides truly omnichannel platform. Among inbound, email, chat, video, SMS it has powerful outbound engine. With 4 dialler modes companies could be more productive than on any other platform. Specially designed supervisor desktop gives full campaign control: from lists to operators. Highly recommend to all companies looking for fast, solid and professional outbound platform.

    Cons

    nothing special that could not be improved, slightly outdated interface – but it should be updated in new version))

    Review Source: GetApp
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