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Bright Pattern Contact Center

Score8.5 out of 10

42 Reviews and Ratings

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What is Bright Pattern Contact Center?

Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be used on all digital channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also provides native omnichannel quality management, allowing companies to measure every interaction on every channel. The company was founded by a team of industry veterans of contact center solutions and are now aim to deliver an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution boasts users globally in over 26 countries.

Categories & Use Cases

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Bright Pattern Contact Center
Bright Pattern Contact Center
Bright Pattern Contact Center

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Key Features

Learn about the best (and worst!) features Bright Pattern Contact Center has to offer, as determined by TrustRadius' reviewers.
Based on 42 ratings of Bright Pattern Contact Center's features
View all features

Top Performing Features

  • Predictive dialing

    Dials multiple numbers at once and connects the salesperson if a live speaker answers.

    Category average: 8.7

  • Recording

    Record conversations to improve service quality by evaluating agent-customer interactions.

    Category average: 9

  • Agent dashboard

    Enables agents to track and view their individual and team performance.

    Category average: 8.6

Areas for Improvement

  • Quality management

    Ability to monitor conversation content, administer evaluations, establish policies etc..

    Category average: 8.4

  • Customer interaction analytics

    The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

    Category average: 8.3

  • Warm transfer

    Allows current agent to speak with new agent before call is transferred.

    Category average: 9

Reviews

What users are saying about Bright Pattern Contact Center.
View all reviews

great flexibility and usability

Incentivized
Verified User
Manager in Sales (51-200 employees employees)

Use Cases and Deployment Scope

have expensive per minute call costs, while lacking detailed reporting and customization. we had different tools across teams which created silos and made reporting difficult. Bright Pattern solved this problem for us. It also provided us with a faster and more efficient way to serve clients as the CRM window pops up now so now , with Bright Pattern, customer facing reps don't have to switch between windows.

Pros

  • detailed reporting
  • fast implementation

Cons

  • reporting is great but not user friendly
  • the interactions tab is over-complicated

Return on Investment

  • Bright Pattern's lower implementation costs and time help us achieve our shorter term goals more effectively than the other systems.

Usability

Alternatives Considered

Close CRM

Other Software Used

HubSpot CRM

Bright Pattern Review by System Administrator in Healthcare IT

Incentivized
Verified User
Engineer in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

My organization is a large healthcare network and Bright Pattern is the phone software used for our I.T. Service Desk.

Bright Pattern has addressed many business problems for us:
>In comparison to our previous phone system solution, we went from weekly service interruptions to 100% availability every month.
>Simple to use and easy to understand agent desktop. Our agents had no trouble adapting to the front end.
>Bright Pattern offers many different methods for which we can integrate with other applications and API's.
>The Bright Pattern historical database is awe inspiring. There is beauty in the data and how it is organized. Bright Pattern offers many out of box reports that are great, but from the novice report writer to the data scientist, there is a lot that can be done. We can answer tons of questions that we were never able to before now that the data is available and organized intelligently.

Pros

  • High Availability
  • Database
  • Integration
  • Reporting
  • Development
  • Skilled Support Staff
  • Helpful Professional Services

Cons

  • Feature requests take too long to be evaluated and implemented
  • The support website form asks too many questions
  • When submitting a ticket, the automated emails are not helpful

Return on Investment

  • 9% Availability
  • Automated many processes that saved hours
  • Improved our internal processes
  • Saved time through integration with incident mgmt tool
  • Improved service desk adherence to KPI's
  • Customer Surveys allow us to gauge customer satisfaction

Usability

Alternatives Considered

Ivanti Neurons for ITSM

Other Software Used

Ivanti Neurons for ITSM, Snap Schedule, Epic, Ivanti Endpoint Manager

BEST PRODUCT

Verified User
Technician (51-200 employees employees)

Use Cases and Deployment Scope

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.

Pros

  • I love Bright Pattern, the demo was great from the start and explained in great detail
  • As we moved our services over to them they have been super easy to work with.

Cons

  • When there are changes made or updates I am not notified of the changes that are made

Return on Investment

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

Usability

Alternatives Considered

Salesforce Sales Cloud Lightning Dialer

Bright Pattern Contact Center Review

Incentivized
Verified User
Executive in Product Management (11-50 employees employees)

Use Cases and Deployment Scope

We use it as a Contact Center platform for our support channel and we also sell Bright Pattern. The business issues it addresses are the costs related to the Tenant and licensing. Here in Colombia, there are other companies that sell licenses at a lower cost, which is not competitive on that front.

Lo utilizamos como plataforma de Contact center para nuestro canal de soporte y tambíen vendemos Bright pattern, los problemas comerciales que aborda es el costo del Tenant y del licenciamiento, aquí en Colombia existen otras empresas las cuales venden la licencia mas económica y no es competitivo por ese lado

Pros

  • She has a very comprehensive report. Tiene una reportería muy completa
  • The scenario construction is very good. La construcción de escenarios es muy buena
  • The integration of any system through APIs. La integracion de cualquier sistema meduante APIS

Cons

  • That they had a text and voice analysis module Que tuvieran un modulo de analisis de texto y voz
  • Customized agent interface with company logos. Interfaz de agente personalizada con logos de la empresa
  • The softphone, when entering multiple interactions, causes the advisors to become confused when they have several. It should be less complex and more adaptable.
  • El softphone al momento de ingresar varias interacciones, los asesores se pierden cuando tienen varios. que sea menos complejo y mas adaptable

Return on Investment

  • 100% positive impact with my clients. 100% impacto positivo con mis clientes
  • Some in return on investment and others in return on customer experience. Unos en retorno de inversión y otros en retorno de experiencia al cliente
  • Time savings in integrations and configurations. Ahorro de tiempo en integraciones y configuracion

Usability

Alternatives Considered

Alvaria CXP Pro, Avaya Aura, B2chat and Neotess

Other Software Used

GLPI, CRM and Deals for Zendesk, Microsoft Dynamics 365

Best contact centre solution

Incentivized
Verified User
Manager in Information Technology (11-50 employees employees)

Use Cases and Deployment Scope

Bright Pattern Contact Center is the best CCAAS platform

Pros

  • MSCRM Dynamics integration
  • Realtime agent assist
  • WhatsApp and other social channels
  • MS Teams as a Channel
  • Easy to create an complex IVR flows and Chat flows.
  • Easy to do integrations
  • Simplified and feature rich agent desktop
  • Zero downtime
  • So many other things to say

Cons

  • Realtime reporting is good but there should be a pop out if supervisor or a manager wants to see his whole team.
  • Wallboard needs to have some calculations option. Ofcourse APIs are there but still we recommend
  • Wallboard needs to have more options to customise

Return on Investment

  • Easy to reach.
  • No corns

Usability

Alternatives Considered

Avaya Call Center Elite, Aspect Unified IP, Genesys Cloud CX, 8x8 Contact Center, Talkdesk, NICE Enlighten AI and UJET

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