Improving communication with our customers
We implemented Bright Pattern Contact Center as our Support Contact Center, and it will allow us to implement voice and WhatsApp channels …
Overview
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…
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Popular Features
- Warm transfer (27)9.797%
- Recording (26)9.797%
- Agent dashboard (26)9.797%
- Historical reporting (26)9.494%
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Pricing
Omnichannel CX
-
Cloud
per month per seat
Call Center Standard
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Cloud
per month per seat
Digital CX
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Cloud
per month per seat
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.brightpattern.com/call…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Bright Pattern Contact Center Retail Demo
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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.
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
Bright Pattern Contact Center Screenshots
Bright Pattern Contact Center Videos
Michael McCloskey, CEO at Bright Pattern, talks about the opportunities for service providers to combine Unified Communications and Contact Center technology.
CEO Michael McCloskey discusses how Bright Pattern leverages AI to improve CX: self-service, transcription, teleprompter functionality, supervisor alert, intent analysis, quality management, WFM, and skills-based routing.
Bright Pattern Mobile for the Customer Experience - Frost & Sullivan Solutions Spotlight
Why companies choose Bright Pattern
Bright Pattern Contact Center Integrations
Bright Pattern Contact Center Competitors
Bright Pattern Contact Center Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | United 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 Languages | English (US), English (NZ), Chinese, Dutch, French (Canada), French (France), German, Italian, Japanese, Portuguese (Brazil), Russian, Spanish (Mexico), Spanish (Puerto Rico), Turkish |
Bright Pattern Contact Center Downloadables
Frequently Asked Questions
Reviewers rate Click-to-call (CTC) and REST APIs highest, with a score of 10.
The most common users of Bright Pattern Contact Center are from Mid-sized Companies (51-1,000 employees).
Bright Pattern Contact Center Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 25% |
| Mid-Size Companies (51-500 employees) | 35% |
| Enterprises (more than 500 employees) | 40% |
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Reviews
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March 12, 2024
Improving communication with our customers
We implemented Bright Pattern Contact Center as our Support Contact Center, and it will allow us to implement voice and WhatsApp channels to improve communication with our customers.
- Integration
- KPI's metrics
- Omnichannel
- User interface
- More native integrations
- More channels
Score 10 out of 10
Vetted Review
Verified User
We are a Bright Pattern Contact Center partner in South Africa. We selected Bright Pattern Contact Center as our omnichannel contact center product of choice for 3 key reasons.
1) 30% - 40% saving on license fees vs competitors. License model is simple customers do not have to pay extra for every little add on.
2) At least 50% quicker to implement than any other product we worked with to date.
3) Fantastic support. You can talk to anybody in the company, no client is too small to have their voice heard. Bright Pattern Contact Center is quick to sort out any bugs and listen to the feedback from their partners and clients.
1) 30% - 40% saving on license fees vs competitors. License model is simple customers do not have to pay extra for every little add on.
2) At least 50% quicker to implement than any other product we worked with to date.
3) Fantastic support. You can talk to anybody in the company, no client is too small to have their voice heard. Bright Pattern Contact Center is quick to sort out any bugs and listen to the feedback from their partners and clients.
- Great support
- Simple license model
- Easy to implement and configure
- Regular product updates and enhancements
- Stable runtime environment
- Some of the configuration screens could be labelled better to help new comers adapt quicker
March 10, 2024
Our Bright Pattern Contact Center Success story
We're currently using the platform for inbound, outbound calls and chats. We're also using Bright Pattern Contact Center for automated SMS and Voice campaigns. The scope of our use case includes:
- Managing inbound and outbound customer interactions across multiple channels.
- Providing omnichannel support to meet customer expectations.
- Optimizing agent workflows and performance through advanced routing and analytics.
- Adapting to changing business needs and regulatory requirements.
- Enhancing overall customer experience and satisfaction.
- Managing inbound and outbound customer interactions across multiple channels.
- Providing omnichannel support to meet customer expectations.
- Optimizing agent workflows and performance through advanced routing and analytics.
- Adapting to changing business needs and regulatory requirements.
- Enhancing overall customer experience and satisfaction.
- Automated outbound campaign
- Robust APIs
- Amazing implementation team
- Custom reporting could be easier
- Slightly different approach to SMS functionality
- Enhanced Scenario Builder
March 10, 2024
Bright Pattern Contact Center Review
As a Business Process Outsourcer specializing in Contact Center services, we use Bright Pattern Contact Center as the CCaaS platform for our inbound and outbound interactions via inbound/outbound voice, email, chat and SMS. We also take advantage of the Omni QM quality management solutions as well as their reporting and various API. We use their platform to serve dozens of clients in varying industries.
- Easy implementation
- Excellent uptime
- Fantastic customer support team
- More customizable and robust out of the box reporting
- WFM component
- Easier/cleaner Chat GPT integration for generative AI agent responses and notes
March 09, 2024
Excellent Automation Capabilities!
We were looking for an omnichannel solution, and Bright Pattern was delivered! We had a handful of problems that they helped us address. First, we pushed email contacts to our agents, but we still wanted agents and management to have the ability to view emails in the queue and pull them when needed. Second, we were looking for greater automation capabilities and really for our team to be able to control more of the product and make changes on the fly. We've been able to automate a significant number of our contacts with Bright Pattern, and more importantly, we were able to build those automations ourselves!
- Voice & chat scenarios - tons of great capabilities to deflect customers.
- Ability for us to manage and build our own platform.
- Amazing support from onboarding team.
- Email capabilities - we'd like to see the same level of capabilities that chat and voice scenarios have.
- We'd like email and chat transcripts to be part of the historical reporting API.
March 04, 2024
Great Experience
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.
February 21, 2024
Bright Pattern Contact Center makes things happen for me!
We use Bright Pattern Contact Center for telephony and SMS communication to qualify for loan and financial services products. Our sales team is able to easily see KPI's of their piers. As well, our partners require recorded calls for compliance and we are easily able to access and upload to our CRM.
- Dependable Telephony Services
- Easy to use SMS
- Excellent reporting for KPI's
- Call routing is set by skill level. We want certain skills levels to have round robin call routing and random is only allowed. This causes and unfairness in call routing amongst skill levels.
October 02, 2023
Easy and Amazing Platform
Bright Pattern Contact Center is a very good platform for internal communication and to receive inbound calls from customers.
- Always reliable
- Easy to use with minimal training.
- Convenient internal chat
September 11, 2023
The future's so "BRIGHT" Pattern
The use case for Bright Pattern was simple we needed a solution where we can control all of our customers contact us journey to be able chat, call and email. we wanted to be able to have a cloud solution where our staff can work from anywhere in the world and we wanted a solution that was not limited to its own tools but can integrate with many others.
- User Friendly platform for front and back end users
- quick and easy integrations
- great customer service
- Mass changes to skills would be a good move
- make the move to add video calling
We use Bright Pattern as our default contact center platform for all contact channels and clients
- servicing in the cloud
- Integration with Zendesk
- Omnichannel contact routing
- customizations
- call routing
- offer solutions at a great price
- CX analytics
- Chat GPT integration
March 30, 2023
Bright Pattern solved all our problems
Score 10 out of 10
Vetted Review
Verified User
Bright Pattern is a well designed, easy to use platform and has a lot features not included in other similar products. I know from speaking to my colleagues that using their customer service is both quick and helpful. This in particular is a godsend when issues arise which need a quick fix and this in itself is a huge selling point.
- Ease of use
- Great customer service
March 27, 2023
Bright Pattern ready to fly!!
Score 10 out of 10
Vetted Review
Verified User
I use Bright Pattern Contact Center for my contact center, it's an amazing experience starting for the implementation, in 4 days i have 100 positions 100% up and completely integrated with my own web crm. In the last years we love the help page and the apis for customization for AI, digital contacts, reporting and all that our imagination can be building for help to transform my customer experience and agents. The best omnichannel product!!!
- Reporting customization whit apis
- Power predictive dialer algoritm
- Easy for management and agent controls for supervisors
- Manage service operations by apis or integrated with my crm
March 27, 2023
Retail contact solutions and Call Centre
Score 10 out of 10
Vetted Review
Verified User
Bright Pattern was implemented in the 167 stores to replace the telephony system. The great data behind the system allowed for a significant reduction in call volume and then labour costs. With over 90% of calls being answered within 1 minute we believed this was a very significant success story.
- Accurate Implementation
- Cost effective solution
- Brilliant Team
- Continue to innovate
We use Bright Pattern Contact Center as our ACD for Inbound calls, is easy to configure and any adequations we need to implement on the IVR is easy and in real time.
- Solid Platform, never had an issue in regards uptime
- Integrations with AWS for recording is a breeze.
- Is a real omni-channel platform
- Reporting in detail
March 27, 2023
This product is a leader among its competitors.
Score 10 out of 10
Vetted Review
Verified User
My company is one of the largest BPO's in the world. Our clients range from large and small and include some of the world's leading financial intuitions, Social Media giants and one of the world's largest streaming services. Some of the major issues we face with legacy or other cloud systems are non-customizable hard to use platforms that require extensive training, or they are easy to use but to basic and even though they are sold as large corporate solutions cannot handle large clients with complex IVR's. With more and more clients using complex CRM tools that offer an abundance of data, CTI Intergrations are becoming key requirements in our business. When it comes to finding the right solutions for our clients our platform of choice is Bright Pattern Contact Center. This platforms scalability and customizations is what drew our attention. The seamlessness of their CRM integration and its user-friendly agent desktop still offers numerous options on how to collect and display customer data ensuring that agents have all the data they need to quickly solve all of our customers problems and easily meet SLA's and KPI goals. Above all else this platform offers stability. in over 4 years of service, we have a 99.9% uptime. For these reasons, we will continue to use and offer Bright pattern Contact Center solution to our most important clients. Thank you for all that you have done with ensuring we stay on top of industry.
- CRM Intergrations and management
- Professional services and emergency support
- Omni Channel Solution
- User Friendly Agent Desktop
- IVR Training
Bright Pattern is used as a hosted contact center offering to our clients as well as used internally for our outsourced contact center offering. 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 forty 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 coding 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
- Online community with active users assisting each other with ideas
- Tenant configuration backups from within admin would be nice for archiving.
- AI strategy and platform integrations could use more work.
- Built-in reporting would benefit from enhanced visualizations
March 21, 2023
One of the best decisions we've made for our business
Gapcloud is a provider of contact centre technology and Bright Pattern Contact Center is simply the best omni-channel cloud contact centre platform we’ve ever seen which is why we partner with Bright Pattern Contact Center and take them to market. It gives us access to a premium service on which we can create an amazing contact centre experience for our customers. Gapcloud has a very diverse customer base so it's essential that we have a platform that delivers across a broad range of capabilities. Bright Pattern Contact Center's extensive and extensible feature set allows us to meet all of our customer's requirements and set them up for the future. Importantly, with Bright Pattern Contact Center, integration to 3rd party CRM, ITSM and other line of business applications is productised i.e. it's a configuration within the product, not a custom development. That means we can deliver the benefits of that integration to our customers on a modern platform and within the ultra reliable Bright Pattern Contact Center platform SLA.
- Fantastic integration with Microsoft Teams and Azure Active Directory
- Deep integration with CRM and ITSM systems and web based applications
- Mobile app opens up new opportunities and supports multiple use case
- Really easy to connect SMS to the voice channels
- Allows us to bring best of breed AI services in to the contact centre
- Excellent Quality Management tools
- Extremely good outbound campaign management tools that are simple to use
- Full set of APIs
- The new Services Dashboard offers some really good resource management insights. Would like to see that extended.
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
March 21, 2023
Bright Pattern Contact Center provides simple and effective solutions for our midsize contact center
We use Bright Pattern Contact Center to support our agents who primarily take inbound calls, but also work occasional outbound call campaigns. Bright Pattern Contact Center offers us the flexibility to route the calls in ways that best suit our agents' skills and our organization's goals. The reporting features are helpful to our workforce management team and the simple UI and configurable alerts allow our agents and supervisors to respond quickly to customers' needs.
- Stability
- Integrations
- Customer Service
- Custom Reporting
March 16, 2023
Chats and Calls and Automation - Oh My
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
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.
February 22, 2023
Fantastic ability to automate contacts!
We were excited to switch our contact center to use Bright Pattern Contact Center omni-channel solution to support our agents. We love the functionality we're able to customize for voice and chat IVRs and the automation were able to complete. Between the automation and the true omnichannel experience we've been able to significantly reduce our contacts!
- Automation
- Customization
- Email routing
June 25, 2022
Contact Center Experience by Call IT Once Mexico
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
February 11, 2022
Bright Pattern Awesome Platform for CX
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
January 26, 2022
Great Cloud Contact Centre Solution
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