About Bright Pattern Contact Center

Founded in 2010, Bright Pattern, Inc. offers Service Pattern, a cloud-based contact center solution to ServicePattern unifies customer engagements across multiple channels, including inbound and outbound voice, email, chat, and social media, helping to provide exceptional customer service through a variety of channels.

BrightPattern is scalable, but is an especially good fit for enterprise-level contact centers looking to improve their call center customer support.  

ServicePattern supports multiple channels all within the cloud, such as voice, chat and web support, social media, and service desk. Customer support teams have access to client information from anywhere, allowing for maximum flexibility within the work place.

ServicePattern'...


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Supported Operating System(s):

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

87 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

(68)

68

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 87 results

July 2020

Marc from Hurtigruten

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Leisure, Travel & Tourism

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2020

flexible approach to a flexible world

its the personal touch that matters and the pride they have for their system. I am the sort of person who always asks "what if " or "could we" and they help me get those questions answered. and if its not there to be added or done i know it will be at some point. nothing is to hard for them to do and the relationship i have developed with the team is like nothing i experienced with Aspect, Genesys or not so NICE. The so called better are really just bigger companies who have lost sight of the personal touch and truly working with clients

Pros

As per the title, it is the flexibility of the system and how easy it is to use! What takes BP to the next level is the service I receive from them. They want to learn and they want to get even better and to do that they actually engage with their customers. I was impressed by their original RFP presentation/demo! We were using an outdated version of their system which was supplied by Aspect so I was skeptical as the version we had was not good, but we found out Aspect were selling us a version which was 2 years old and everything was simply hard and had to be done their way. It turned out that feedback we had given aspect, BP had taken and improved their system and actually commented on a few of my employees by names that they were grateful for that and it helped them. so flexibility simplicity and their engagement is second to none and I would always recommend BP

Cons

I haven't had any downsides as of yet and I am sure there will be some from time to time, but I am confident that whatever happens, they will go the extra mile to get it sorted

Reasons for Choosing Bright Pattern Contact Center

initially i declined BP's advance as my experience of the Aspect version was very negative but i decided to give Ivan a chance to demo the BP version of the platform and I was impressed straight away as it seemd light-years ahead of the Aspect version in both looks and features. Another factor was that when a business goes through a tech change like the telphony platform there is a big change behind the scenes, where the experts are no longer experts. taking on BP any changes we had to learn were more around the new features of the system. It was a very smooth transition and in all of the meetings i had with the guys over at BP i felt in good hands and that is important.

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.

Reasons for Choosing Bright Pattern Contact Center

We were looking for something simple, we did not need a full CRM system. However they now offer the whole CRM

July 2020

Daniel from CWC

Company Size: 5,001-10,000 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

July 2020

Simple to Use

We have found a powerful tool easy to setup and to configured. Same as the main features we need for a modern customer contact center.

Pros

Having access to all functionalities via web based is great for remote over the top agents supervisor and administrators.

Cons

Consuming software from the Cloud is challenge when we need to integrate our on promises applications like reporting and compliance (Bulk export) storage for recordings

Reasons for Choosing Bright Pattern Contact Center

Functionality, price and easy o setup, easy to use.

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.