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…
Bright Pattern Contact Center omnichannel contact center software review
Our Bright Pattern Contact Center Success story
Bright Pattern Contact Center Review
Excellent Automation Capabilities!
Great Experience
Bright Pattern Contact Center makes things happen for me!
Easy and Amazing Platform
The future's so "BRIGHT" Pattern
Robust, innovative call center platform with excellent customer service
Bright Pattern solved all our problems
Bright Pattern ready to fly!!
Retail contact solutions and Call Centre
Thinking on a Switch? Consult withBright Pattern Contact Center
This product is a leader among its competitors.
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
- Warm transfer (27)9.797%
- Recording (26)9.797%
- Agent dashboard (26)9.797%
- Historical reporting (26)9.494%
Reviewer Pros & Cons
Pricing
Omnichannel CX
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Call Center Standard
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Digital CX
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Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Bright Pattern Contact Center Retail Demo
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 9.7Agent dashboard(26) Ratings
Enables agents to track and view their individual and team performance.
- 9.6Validate callers(25) Ratings
Authenticates inbound callers with a customer ID.
- 9.7Outbound response(25) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 9.8Call forwarding(24) Ratings
Forwarding of calls to the appropriate agents.
- 10Click-to-call (CTC)(21) Ratings
Allows one-click calling for agents.
- 9.7Warm transfer(27) Ratings
Allows current agent to speak with new agent before call is transferred.
- 9.9Predictive dialing(22) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 9.7Interactive voice response(25) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 10REST APIs(24) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 9.8Call scripts(22) Ratings
Providing agents with a predefined conversation script.
- 9.7Call tracking(23) Ratings
Enables agents and managers to see the origin of the call.
- 9.5Multichannel integration(23) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 9.7CRM software integration(24) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 9.8Inbound call routing(25) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.4Omnichannel inbound routing(24) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.7Recording(26) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 9.2Quality management(24) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 9.5Call analytics(21) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 9.4Historical reporting(26) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 9.1Live reporting(24) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 9.6Customer surveys(23) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 9Customer interaction analytics(18) Ratings
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.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
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 |
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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
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% |
Comparisons
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Reviews and Ratings
(38)Attribute Ratings
- 10Likelihood to Renew1 rating
- 10Availability1 rating
- 9Performance1 rating
- 10Usability27 ratings
- 10Support Rating27 ratings
- 7Online Training1 rating
- 8In-Person Training1 rating
- 6.1Implementation Rating4 ratings
- 8Configurability1 rating
- 9Product Scalability1 rating
- 9Ease of integration1 rating
- 10Vendor pre-sale1 rating
- 10Vendor post-sale1 rating
- 9Contract Terms and Pricing Model1 rating
Reviews
(1-25 of 27)Improving communication with our customers
- Integration
- KPI's metrics
- Omnichannel
- User interface
- More native integrations
- More channels
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
Handles all omnichannel communications.
Strong in and outbound call capability.
Our Bright Pattern Contact Center Success story
- 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
Bright Pattern Contact Center does not excel when it comes to: Simple Contact Center Needs, Complex or custom Integration Requirements, if you are on a budget constraint or if you need Highly Customized Contact Center Workflows.
Bright Pattern Contact Center Review
- 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
Excellent Automation Capabilities!
- 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.
Great Experience
- 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.
Bright Pattern Contact Center makes things happen for me!
- 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.
Our team is able to easily work remotely using the Agent Desktop and communicate well pier to pier.
Call monitoring and coaching is great on Manager level.
Bright Pattern Contact Center is great for CS/Chat/SMS and has room for improvement for sales teams.
Easy and Amazing Platform
- Always reliable
- Easy to use with minimal training.
- Convenient internal chat
The future's so "BRIGHT" Pattern
- 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
- servicing in the cloud
- Integration with Zendesk
- Omnichannel contact routing
- customizations
- call routing
- offer solutions at a great price
- CX analytics
- Chat GPT integration
Bright Pattern solved all our problems
- Ease of use
- Great customer service
Bright Pattern ready to fly!!
- 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
Retail contact solutions and Call Centre
- Accurate Implementation
- Cost effective solution
- Brilliant Team
- Continue to innovate
- 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
This product is a leader among its competitors.
- CRM Intergrations and management
- Professional services and emergency support
- Omni Channel Solution
- User Friendly Agent Desktop
- IVR Training
- 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
One of the best decisions we've made for our business
- 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.
- 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
Bright Pattern Contact Center provides simple and effective solutions for our midsize contact center
- Stability
- Integrations
- Customer Service
- Custom Reporting
Chats and Calls and Automation - Oh My
- 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
- 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.
Fantastic ability to automate contacts!
- Automation
- Customization
- Email routing
Contact Center Experience by Call IT Once Mexico
- 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
Bright Pattern Awesome Platform for CX
- Usability
- Stability
- Innovation
- Integrations
- Networking across partners
Great Cloud Contact Centre Solution
- 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