Bright Pattern

Bright Pattern Reviews

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Score 10 out of 10
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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.

Bright Pattern Scorecard Summary

Feature Scorecard Summary

Contact Center Software (13)
98%
9.8
Agent dashboard (1)
90%
9.0
Validate callers (1)
100%
10.0
Outbound response (1)
100%
10.0
Call forwarding (1)
100%
10.0
Click-to-call (CTC) (1)
100%
10.0
Warm transfer (1)
100%
10.0
Predictive dialing (1)
90%
9.0
Interactive voice response (1)
90%
9.0
REST APIs (1)
100%
10.0
Call scripts (1)
100%
10.0
Call tracking (1)
100%
10.0
Multichannel integration (1)
100%
10.0
CRM software integration (1)
100%
10.0
Workforce Optimization (WFO) (9)
94%
9.4
Inbound call routing (1)
100%
10.0
Omnichannel inbound routing (1)
90%
9.0
Recording (1)
100%
10.0
Quality management (1)
90%
9.0
Call analytics (1)
100%
10.0
Historical reporting (1)
90%
9.0
Live reporting (1)
90%
9.0
Customer surveys (1)
100%
10.0
Customer interaction analytics (1)
90%
9.0

What is Bright Pattern?

Bright Pattern provides an AI-powered omnichannel contact center software for midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright Pattern offers their omnichannel cloud platform with embedded AI that can be deployed without costly professional services. Bright Pattern aims to allow companies to offer an effortless and personal customer experience across channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also allows companies to measure and act on every interaction on every channel via embedded AI omnichannel quality management.

The company was founded by a team of industry veterans, who deliver what they describe as an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages.

Bright Pattern Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

Additional Features

  • Supported: ACD and Skills Based Routing
  • Supported: IVR and Speech Recognition
  • Supported: CTI
  • Supported: Packaged CRM Integrations - Salesforce, Zendesk, and Oracle/Rightnow
  • Supported: Preview, Power, and Predictive Dialer
  • Supported: Inbound Call Center
  • Supported: Multichannel/Omnichannel Contact Center
  • Supported: Recording and Quality Management
  • Supported: Reporting & Analytics
  • Supported: Live chat and messaging
  • Supported: Mobile Customer Care
  • Supported: Unified Agent Desktop
  • Supported: Knowledge Base
  • Supported: Agent scripting

Bright Pattern Screenshots

Bright Pattern Videos

Bright Pattern Omnichannel Retail Demo
Bright Pattern Omnichannel Healthcare Demo
What if your contact center could...

Bright Pattern Downloadables

Bright Pattern Integrations

Bright Pattern Competitors

Bright Pattern Pricing

More Pricing Information

SaaS Editions Pricing
Pricing DetailsTerms
Voice Select$70Monthly
Professional$100Monthly
Premium$140Monthly
EnterpriseCall for InfoMonthly

Bright Pattern Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)25%
Mid-Size Companies (51-500 employees)35%
Enterprises (more than 500 employees)40%

Bright Pattern Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesUnited States, Japan, Germany, Russia, Mexico, Holland, Turkey
Supported LanguagesEnglish, Japanese, German, Russian, Spanish