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.

nothing special that could not be improved, slightly outdated interface – but it should be updated in new version))

I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. It helps to see if I am getting my bonus prodcutivity stats too. I would refer it to other vendors even though I only used it for less than 6 months.

It is easy to use especially when the emails get pushed out to me. I use a jabra mic and I the calls can go right through me at office or at home with soft phone. I like the chat option too. To out case notes is very helpful too. It is user friendly when it works good.

I do not hear a beep when an email comes in so I have to keep watching my screen on the laptop when a request comes in to my que. Also If I do not repsond in a minute or less I get a red in my phone # calls. Lately the chat option was not sending an alert either. There are some issue for me the pros of it are so maych better then incontact was.

I can honestly say I do not really like anything about the software. It functions ok for what we need it to do, but it has more problems than anything.

There is a lot that can be improved about this software. The order an email thread shows is confusing. There is no option to set different signatures as we can in outlook. It automatically kicks me out daily. If I am on a phone call when it kicks me out I cannot get the phone number back to call the person back so they just assume they were hung up on. There is no way to easily search for a previously sent email. It would be nice if I could go to a place where the previous emails I worked on would be listed in case I needed to add to it or needed some kind of information from it. It is just a very frustrating platform to use.

Bright Pattern has been a great partner in helping us use the product to meet our needs.

This software has been really easy for our users to adopt, and easy for our team to manage. We have seen a significant reduction in issues submitted from the field and when we do have issues the Bright Pattern team is fantastic in helping us get to a resolution quickly

I wish they had a cleaner integration with Salesforce

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.

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.

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.

The fact that out of the box it cover such a wide range of needs and very simply can have customizations built/created to further enhance what the software delivers. The sales and build team are SO EASY to work with and with minimal back and forth, they created exactly what we we wanted and expected plus trained us and a staff of 100 without any issue

There is nothin to like least - everything was a positive experience from start to finish and we are certainly not an easy client (lots of needs and demands around HIPAA and PCI compliancy.

We wanted a modular omnichannel solution to engage our customers across most of the digital channels plus voice and be able to track the interactions across all channels.

After evaluating all the known solutions from the big boys - we found the Bright Pattern solution to be the most innovative and disruptive solution. Pretty much everything and all feature we wanted is out-of-the-box. And where we needed to integrate the IVR and the other workflows with our CRM, the open API's and pre-built integrations made the task super easy and seamless. The web based admin portal with drag and drop functionality is unparalleled and really makes it easier to configure manage the contact center within minutes and removing the complexity that you see in traditional platforms. Overall - a full featured contact center platform, capable of competing with the industry leaders, yet far more simpler and easier to use. Implementation and migration was a breeze - far less effort than what we had expected.

Perhaps improve on the UC aspects of the platform.

Brightpattern team has come up with great ideas over the years to make this a great Cloud product. It is easily deployable and reliable in a cloud environment. The service pattern interface is very intuitive and user friendly which allows for fast configuration and navigation. You can literally setup a call center, with true Omni channel capabilities in matter of minutes and be in business.

Omni channel routing, easy to use interface, performs well, innovative feature set.

As the founder of a B2B Sales startup, it was important to acquire the VOIP technology we needed for our team to be successful. Bright Pattern offered us the enterprise-grade multichannel solution we needed at a price that made scaling affordable. Bright Pattern's team treated us as valued partners every step of the way. Support was excellent after implementation - I would rate their support as best in class.

Support, Multichannel, Cloud Based, Price

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

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

As a company that serves tens of thousands to hundreds of thousands of senior citizens, our customers want to talk to us via phone. Our customers do not use email, social media, nor other digital communications channels. Our technology team evaluated and even ran live with several other cloud-based contact center solutions and nothing was able to scale and maintain voice quality except for Bright Pattern. Most of the other cloud-based contact center solutions were able to handle our volume when we only had a few agents. But once we started to grow our volume and hiring of agents exponentially, only Bright Pattern proved robust enough to scale.

The robustness of the underlying technology to withstand exponential growth.

The User Interface could use a design upgrade.

I have satisfied clients with this service since we have been able to improve their processes and unify their service channels.

It is a powerful product, easy to use and allows you to implement all kinds of campaigns and integrations in record time.

They can improve the functionality Click to Call to Click to Video

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.

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

No cons

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!

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

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!

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

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.

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.

We tried multiple Contact Center Software before Bright Pattern, but we kept only Bright Pattern because of its capabilities, ease of use, non-disruptive maintenance and update. Bright Pattern has provided us the best service and support.

Ease of use, excellent service support.

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

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...

I have worked in the call center industry for 20 years, and the Bright Pattern team bring a level of excellence and service that above the standard. We could not be more pleased with their product, and I absolutely recommend them to anyone in a call center environment.

You can customize almost everything, but has the standard features so you only have to customize the areas that you need. Easy to use from rep level all the way up to the super user.

Bright Pattern is solid software. Few to no outages in the last 6 months. End users picked it up quickly. The implementation team was a dream to work with. API integrations were easy to work with for someone with a systems background. Overall, we're happy.

Admin experience is good, but some areas have room for improvement (ex: settings are not always where you'd expect them).

It is browser based you don't need any other software to be able to use

Administrator need to have some programing knowledge like JSON to set up the system

As a project manager scope, milestones and priorities change in the middle of a project due to unforeseen reasons. Bright Pattern's implementation team acted flawless in beating our demanding deadlines and still capturing 100% quality. One of the best implementation I've experienced in my career. Their a great partner, keep up the flawless execution.

Bright Pattern is currently looking to explore additional SMS capabilities.

We have been a partner with Bright Pattern for nearly a year now and have had nothing but a fantastic experience in working with them. They have a top notch solution that rivals and surpasses some of the largest competitors in the market. From their robust product set to their friendly and knowledgeable staff, you can definitely expect to have a great experience when working with Bright Pattern.

It is easy to use, has a ton of robust features and integration capabilities, and flexible to access via web interface.

Exceptional

The features and functionality are industry best practice, but the people and support are amazing.

Pricing could always be better with any vendor a company looks at

Exceptional. Amazing platform that is a tremendous value

Bright Pattern has some of the most innovative omnichannel features including omnichannel quality management for monitoring 100% of interactions on all channels Bright Pattern has a mature offering and experienced executive team of contact center veterans One key thing that sets Bright Pattern apart from other vendors is their speed of deployment. They also have great and quick ROI. They are a great all-in-one solution but also have out-of-the-box integrations to fulfill the needs of any size of contact center both SMB and Enterprise.

None that come to mind. There are no cons to BP. Can't go wrong with this software