Bright Pattern Contact Center

Bright Pattern Contact Center

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Top Rated
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Score 10.0 out of 100
Top Rated
Bright Pattern Contact Center

Overview

What is Bright Pattern Contact Center?

Bright Pattern provides an AI-powered omnichannel contact center software that can be deployed quickly. With the purpose of making customer service, sales, and marketing brighter and faster than ever before, Bright Pattern offers advanced omnichannel cloud platform with embedded AI...

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Recent Reviews

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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Validate callers (11)
    9.2
    92%
  • Outbound response (11)
    8.8
    88%
  • Call forwarding (11)
    8.8
    88%
  • Agent dashboard (11)
    8.5
    85%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Voice Select

$70

Cloud
Monthly

Professional

$100

Cloud
Monthly

Premium

$140

Cloud
Monthly

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.brightpattern.com/prices

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Product Demos

Bright Pattern Contact Center Retail Demo
05:41
Bright Pattern Contact Center Healthcare Demo
04:49
What if your contact center could...
00:47
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Features Scorecard

Contact Center Software

8.9
89%

Workforce Optimization (WFO)

8.9
89%
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Product Details

What is Bright Pattern Contact Center?

Bright Pattern provides an AI-powered omnichannel contact center software that can be deployed quickly. With the purpose of making customer service, sales, and marketing brighter and faster than ever before, Bright Pattern offers 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.

Bright Pattern Contact Center 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 Contact Center Screenshots

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Bright Pattern Contact Center Videos

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

Bright Pattern Contact Center Downloadables

Bright Pattern Contact Center Integrations

Bright Pattern Contact Center Competitors

Bright Pattern Contact Center 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 Contact Center Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesUnited States, Canada, Central America, Caribbean, Belgium, Netherlands, Ireland, UK, Spain, Italy, Estonia, China, Singapore, Japan, Germany, Norway, Russia, Mexico, Holland, Turkey, South Africa, Malaysia, Australia, New Zealand,
Supported LanguagesEnglish (US), English (NZ), Chinese, Dutch, French (Canada), French (France), German, Italian, Japanese, Portuguese (Brazil), Russian, Spanish (Mexico), Spanish (Puerto Rico), Turkish

Frequently Asked Questions

Five9, NICE CXone, and Genesys Cloud CX are common alternatives for Bright Pattern Contact Center.

Reviewers rate Interactive voice response and Inbound call routing highest, with a score of 9.3.

The most common users of Bright Pattern Contact Center are from Enterprises (1,001+ employees) and the Information Technology & Services industry.
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Comparisons

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Reviews

(1-11 of 11)
Companies can't remove reviews or game the system. Here's why
Jose Luis Muñoz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
During the last year, Contact Center became a powerful platform to support the growing needs of information from customers. We started with a small department and then expanded the experience to more critical areas of our company. Now we have recurrent customers that use the platform in their day-to-day activities. Also, Bright Pattern has a professional team for successful implementation of Contact Center in a record time, then the ROI is really above the average.
  • Understanding of problem
  • Implementation methodology
  • Delivery and upgrading the solution
  • Post-Sales
  • Easy to work with them
  • Functionality is really robust.
  • Is easy and intuitive to interact
For any type of industry, Bright Pattern Contact Center could be a feasible solution. Very intuitive and easy to operate and manage.
Outstanding support post sales, always willing to support and provide solution
Very intuitive from user and manage and support the platform
Score 10 out of 10
Vetted Review
Reseller
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.
  • Best in class customer service
  • Tenant configuration backups from within admin would be nice for archiving.
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, retail, and more. Offering secure payment IVR and a secure payment live agent as a PCI solution is a huge benefit. Adding Conversational AI into the mix with third party offerings, like IBM Watson Assistant, for IVR functionality has been a huge benefit for customer self-service.
I have worked with many platforms over the years and I can say that the support received from Bright Pattern is unparalleled today. Friendly, helpful, and customer obsessed. They just want to see you succeed so you can continue to tell your story of success.
Bright Pattern has a great user interface for building and configuring the contact center. All are web based and in a single portal to access. There are no downloads or third party components needed to access the tenant admin to begin building a scenario/call flow/IVR flow/Chat flow/etc. There have been no limitations of device or browser to access the tenant admin. I have been able to manage the Bright Pattern tenant admin from my Windows laptop, MacBook, mobile phone, tablet, Amazon FireTV stick browser, and more. It is just that easy to use and access.
  • Online training
  • in-person training
Yes
Zero downtime for customers. Upgrade happens behind the scenes with minimal to no temporary interruption to reporting services. After the upgrade completes all reporting services are operational as normal. Upgrades always seem to happen between 10 and 12 PM Pacific.

Maybe only once or twice have I been in an upgrade where I had to have any involvement whatsoever. During those times it was because a new feature was being added to an existing object that required me to login and select an option in the object and save.
Score 10 out of 10
Vetted Review
Verified User
My company uses Bright Pattern Contact Center to provide phone and chat support to 3,000-5,000 employees a day, 26,00+ a week. As the person in charge of creating and maintaining these phone and chat trees, I have worked closely with the Bright Pattern Contact Center. The contact center representatives are knowledgeable and helpful. They are quick to assist with my questions and have helped me to implement many new features into our support lines. We have been able to automate processes to cut down on the workload for our own support agents. If I have a request that is not currently available, the representatives have been able to help me find alternate solutions.
  • Replies quickly to emails
  • Agents are always pleasant to speak with.
  • Provide alternate solutions if a requested feature is not yet available.
  • Better integration with ticketing systems
Bright Pattern Contact Center allows our agents to see their chats and calls all in one place. Bright Pattern Contact Center also allows us to connect our tickets with the interactions to help our agents stay organized as they assist multiple users at once. With the reporting and quality management features, we are able to target where our support can be improved.
Bright Pattern Contact Center's support agents are always pleasant and ready to help. Any issue I have brought to their attention they have been able to either correct it or offer a good alternate solution. If any issues need to be researched, they are prompt with updates and reply to my emails quickly.
Most of Bright Pattern Contact Center's features are fairly straightforward. Anything my agents may need is set in categories that are easy to search through. Switching through different interactions is as simple as clicking on a new tab. I am able to organize my phone trees and the agent queues to allow calls and chats to route to the correct team and cut down on the need for our agents to act as triage.
Jessica Osborn | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We utilize Bright Pattern for a number of reasons. The first that come to mind are for the multi (Omni) channel communication, automation, and call deflection and for volume reporting purposes. We have multiple call centers, multiple phone numbers, different employee types being able to route the interactions based on one or many of those factors are necessary for our business.
  • A single pane of glass - you can get everything you need from one view.
  • Managers have control over who is interacting with which customers
  • Development of the product can be learned and does not take special schooling for coding of the product.
  • The items on their roadmap for the next year will address any of the needs we have at this time.
We use the product for both inbound and outbound calling. Bright Pattern has good reporting to tell what type of call it is and the metrics of the call. We did find that when we were trying to set up a mass dial request that it did not work well at the time we were looking to use it. We wanted to be able to send specific messages to 1000's of people multiple times.
I believe this is the top reason why Bright Pattern is such a successful company. The service and support are top-notch. They truly run their support as a world-class support team.
The ease of use was a great win for us. We were able to transition to the new system with a minimal amount of time training. It is also set up as a great train the trainer system.
Sally Hurley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
Let me start with, we used to be on a premise-based solution that we managed. We faced outages and painful integrations and upgrades. When we switched to Bright Pattern Contact Center, we found the platform to be a stable reliable hosted solution and never faced a single outage in 7 years. The Bright Pattern Contact Center team has been supportive, innovative, and collaborative. We could not ask for a better partner. Now we can focus on what we do best- which as a BPO- is providing an elevated customer experience for our clients.
  • Usability
  • Stability
  • Innovation
  • Integrations
  • Networking across partners
BrightPattern is good for businesses looking to run an internal customer care operation.
They are a great partner.
The team loves using the platform.
Score 10 out of 10
Vetted Review
Verified User
We use Bright Pattern as our default contact center platform for all contact channels
  • servicing in the cloud
  • Integration with Zendesk
  • Omnichannel contact routing
  • customizations
  • call routing
  • CX analytics
  • Integration with NICE WFM
Bright Pattern is generally a best in class contact center platform suited for any call center size
Generally excellent customer service and fast turnaround
Our tech team loves it
January 31, 2022

Great Experience

Score 10 out of 10
Vetted Review
Verified User
I use Bright Pattern Contact Center for the call center. Incoming and outgoing calls. When calls come in the Bright Pattern screen it quickly shows the callers are in, if already saved, or it will show which campaign the caller is calling for. We also make outgoing calls and receive emails and texts through Bright Pattern, everything runs smoothly.
  • Fix problems fast
  • Responds quickly
  • Takes time to explain things clearly
  • Over the past 5 to 6 months I have not had any issues with the contact center, and the staff are very pleasant.
I like the communication between co workers. For example, I am used to contacting 1 person for assistance, there was a time that staff was unavailable, but two other staff were aware of the situation, I didn't have to waste time explaining again, and my issue was resolved in a timely manner.
I appreciate the very quick response time, and how personable and friendly staff are.
It is an easy system, easy to train others on. I would recommend to other businesses.
Jay Lutchman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
We are a reseller of the Bright Pattern Cloud Contact Centre in South Africa. It has brought cloud contact centers with full features to our region and assisting is offering reliable WFH solutions to clients. Around the region, we have many industries using the platform with ease and it has also transformed the way these companies do business with their clients.
  • Easy to use
  • Enterprise-grade features
  • Constantly being developed with new functionality
  • Out-of-the-box integrations to WFM platforms
  • More integrations to CRM platforms
  • Recording features could be upgraded
Any contact center thinking of moving to the cloud would have a pleasant transition to Bright Pattern. The deployment is easy, tenant and user setup is simplified and monitoring is a pleasure with the many tools on offer from Bright Pattern. The solution's ability to integrate to CRM & ITSM systems including the Teams integration makes it the most complete contact center platform on the market.
The support received from Bright Pattern is great, they are always willing to provide support assistance with queries and are very knowledgeable on the product, the back end developers always adding new features and functionality, and these are always explained in detail so end-users and partners are able to make full use of these developments.
Every aspect of the platform is easy to use, from its deployment to user creation to reporting and tenant management has been simplified to make the user's life easier. Agents are also trained easily on the platform and are usually up and running within a few hours, supervisors have dashboards and reporting available to manage their teams and administrators have the freedom to navigate through the system through an easy graphical user interface.
January 19, 2022

Excellent!

Dave Hampton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Bright Pattern as our contact center platform in our Managed Services division. It's mature and simple to use integration with ServiceNow is enabling us to drive up Customer Satisfaction with a more efficient service. We are looking forward to working with the BP Team to implement a truly omnichannel experience.
  • Mature ServiceNow integration
  • Supervisor level administration is extremely intuiative
  • Native wallboard functionality is excellent
  • Native reporting takes some getting used to.
The platform is suited for anyone that requires contact center functionality and has the desire to complete a level of administration themselves. Add in the myriad of integrations it has out of the box it is a very well-rounded tool.
The support team is really responsive and helpful.
Admin level permissions to agent level are really intuitive.
Gerardo Guzman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I use Bright Pattern as my primary outbound call center software. G7 Strategy Group, Inc. provides public relations and communication services for political campaigns, small businesses, corporations, government agencies, public and private schools, and faith-based organizations. Our work includes direct mail, digital marketing, home visit, and telephone-based marketing. On the occasion that we are tasked with contacting tens of thousands or hundreds of thousands of individuals throughout Southern California or the entire state, we rely on Bright Pattern to provide predictive dialing services within their outbound call center software to maximize our ability to reach our goals. Their system is powerful, intuitive, and a pleasure to deploy at scale with virtually no downtime whether on-site or using a remote workforce.
  • Predictive outbound calling
  • Device compatibility
  • Clarity of voice connection
  • Unparalleled speed
  • Reporting
  • Monitoring
  • Bright Pattern must improve their ability to boast
  • Bright Pattern is underrated
Bright Pattern is an extremely powerful communication software that is simple to use, quick to deploy, and easy to manage. The strength of their voice connection is strong, not brittle like other providers. Bright Pattern has all the tools you need to provide remarkable customer service.
Bright Pattern customer support is swift to respond with engineer-level competency.
Bright Pattern's usability is very intuitive, from agents to supervisors to administrators.
Carlton Perkins | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
Many organizations are looking to transcend from on-premises platforms to the cloud. These organizations are looking for a proverbial "easy" button solution. The Bright Pattern platform is that solution. The Bright Pattern platform checks all of the boxes for an organization looking to implement a complete contact center cloud solution. The following items are all standard: Speech-enabled IVR, Inbound ACD and Outbound Dialer, Digital Channels - chat, email, SMS - a unified agent desktop, and let's not forget the ability to integrate with applications such as Salesforce or MS Teams. This is a platform that positions any organization for continued, sophisticated operations well into the future. Further, the Bright Pattern team is flexible, open to customer input, and dedicated to ensuring their products meet the needs of their customers.
  • AI platform integration - IBM Watson, Google Dialogflow, for example
  • Quality Management - out of the box sentiment anlysis
  • Unified agent desktop - ability to see all channels in one pane of glass
  • Robust analytic widgets that can also drive wall boards
  • WFM has been a missing component, however that is slated to launch in Q2 of 2022
  • The mobile application has taken longer than expected for general release
  • UCaaS functionality would be a great addition
The Bright Pattern platform is easy to use and manage. As an individual that needed large teams to maintain IVRs, ACDs, and dialers, I can relate to organizations that are concerned about needing a large IT group to support a new platform. The Bright Pattern platform does not need a large, dedicated team of IT folks to support it. Further, the platform makes it easy for organizations to change scripts, flows, and applications at the "speed of business" which means changes can be implemented in hours and minutes as opposed to weeks and months.
One of my first interactions was an email to the support team. I figured I would hear back in a few days, perhaps a week. Instead, I heard back in minutes from one of the senior developers that not only answered my question but followed up with a phone call. This is standard Bright Pattern support.
Contact center applications of the past necessitated many different applications and an equal number of desktop applications. Training for those platforms was extensive and exhaustive. Bright Pattern's all-in-one desktop makes the platform very easy to use and easy to train. The ease of use is there for developers, designers, agents, supervisors, or administrators.
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