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)9.696%
- Historical reporting (26)9.494%
Reviewer Pros & Cons
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…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Bright Pattern Contact Center Retail Demo
YouTube
Features
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Product Details
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- 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
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 Small Businesses (1-50 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% |
Comparisons
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Reviews and Ratings
(38)Attribute Ratings
Reviews
(1-14 of 14)Companies can't remove reviews or game the system. Here's why
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.
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
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.
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
January 19, 2022
A Diamond in the Rough - Bright Pattern delivers!
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