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

50 Reviews of Bright Pattern Contact Center

 

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Software Advice Reviews (5)
More Reviews (45)

Showing 1-5 of 5

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

 
 

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.

 
 
 
Showing 1-20 of 45

Hiroshi from Communication Business Avenue, Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2017

September 2017

THE BEST and ONLY ONE TURE OMUNICHANNEL SOLUTION!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

William from Bradburn Group
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Justin from The Data Group
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Super easy to use UI and great customer support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Source: Capterra
 

Kristen from Madison Reed
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.)

Source: Capterra
 

Gerardo from G7 Strategy Group, Inc
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Michelle from Mosaic Global Transportation

May 2017

May 2017

Great service and awesome call quality

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
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.

Source: Capterra
 

Kenji from Salesforce

April 2017

April 2017

High value CC apps

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Source: Capterra
 


April 2017

April 2017

High value CC apps

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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 :-)

Source: GetApp
 

Onur from ITyX Solutions Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2017

April 2017

Excellent Contact Center Infrastructure / Fantastic Technology Partner

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Source: Capterra
 

Omar from Reply.ai
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Great partners to work with

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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!

Source: Capterra
 

Eleonora from BeCloud Solutions

March 2017

March 2017

The art of making a great decision

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Source: Capterra
 

Greg from Transcosmos America
Number of employees: 10,000+ employees Employees number: 10,000+ employees

March 2017

March 2017

Overall Great!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Advice to Others

n/a

Source: Capterra
 


March 2017

March 2017

Truly omnichannel platform with powerful outbound engine

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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))

Source: GetApp
 

Roger from Trusource Labs
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

March 2017

March 2017

Bright Pattern

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Trusource Labs is third-party contact center outsourcing company. As such, we are exposed to a number of different cloud contact center and ACD solutions. Our experience with Brightpattern has been great. We have been using Brightpattern for about two-and-a-half years now. During that time there have been a steady release of updates and improvements. Brightpattern is very receptive to customer requests and enhancements. We mostly use the voice capabilities, however we also use chat/SMS and have currently started working on integration with a mobile app. We have integrated Brightpattern with Salesforce and Zendesk. Zendesk integration was pretty seamless. The integration allows us to make routing decisions based on customer information stored in Zendesk, further customizing the interaction flow. In the end, not everything goes as planned. Questions, as well as problems have come up, and the knowledgeable support staff has always been very responsive in answering questions and resolving problems.

Pros

Flexible and powerful.

Cons

Custom reporting is a little difficult, however this is being addressed in a coming release.

Advice to Others

Spend the time and get acquanted and it do some pretty creative things.

Source: Capterra
 

Don from 80024support.com

March 2017

March 2017

Bright Pattern-Making Good Support Easy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Overall - After many years working with other systems, it's great and enjoyable to have the Bright Pattern product. Bright Pattern provides timely support visuals/needs with features that can be customize to desire. Reporting made easy at the drop of a dime with key data. A cloud based system that works with limited downtime.

Source: Capterra
 

Keith from 80024Support.com
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

25 Years of Call Center Experience, BrightPattern is the best.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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!

Pros

Ease of use, coupled with excellent features.

Cons

Virtual queue callback should be more of a "thing".

Advice to Others

If you are on the bubble, buy it. Period.

Source: Capterra
 

Sergei from Alterra

March 2017

March 2017

Modern cloud solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Bright Pattern is a modern, dynamic, agile company. Things do happen there! It is easy to work with them.

Source: Capterra
 

Sam from Next Caller

March 2017

March 2017

Innovative Platform, Fantastic People

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Bright Pattern stays ahead of the curve, and their team is wonderful to work with. It's been a pleasure partnering with them.

Source: Capterra
 

Mike from NexGen Agency

March 2017

March 2017

NexGen Agency Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great product and very rich features! Easy to implement and they have an awesome and highly responsive support team!

Source: Capterra
 

Darren from Moneypenny
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

March 2017

March 2017

5 Star Experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Worked with this software in a previous life. Everything you want in a cloud product. Secure, reliable, agile, scalable, flexible - with expert resource on call, this product is amazing.

Pros

It has been carefully thought out, so that it is flexible and caters for different customer expectations..

Cons

Nothing, I love it.

Advice to Others

It's not just the software, it's the people supporting that really add a lot of value, and help enable businesses to leverage the capability properly.

Source: Capterra
 
 
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