Bright Pattern is used as a hosted contact center offering to our customers as well as used internally for our outsourced contact center offering. We also use it for a business development team internally. It is a great solution for many small to mid-market contact centers, based on the licensing model, looking to get away from cumbersome solutions. I have performed greater than thirty Agent/Supervisor/Admin classes and I haven't had a single trainee that did not grasp the concepts by the end. Bright Pattern solves for so many of the ancillary pieces needing to be easily modified by an internal admin that many contact centers do not consider when selecting their next platform. It is a platform that enables internal contact center admins the ability to implement something without needing a developer to accomplish the task.
- Enables contact centers to make changes without complex languages and frameworks.
- Omni-channel functionality for all needs.
- Integrates well to a number of third party products.
- It isn't cumbersome. Easy to learn and manage.
- Tenant configuration backups from within admin would be nice for archiving.
- Agent screen recording exports to AWS S3.
Being as Bright Pattern is a hosted and highly scalable platform, it is well suited for most contact centers. I have implemented Bright Pattern for both PCI and non-PCI customers. There aren't many scenarios where I would not recommend it as a platform offering to someone who is looking. Possibly for someone looking for an on-premises solution where certain technologies are not allowed within the scope, I might suggest something different. It has worked well for many mortgage companies, city/government services, technology companies, educational institutions, law firms, recruiting firms, medical facilities/payments, debt collection, and more. Offering secure payment IVR and a secure payment live agent as a PCI solution is a huge benefit.