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Bright Pattern Contact Center

Bright Pattern Contact Center

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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Recent Reviews

Easy and Amazing Platform

10 out of 10
October 02, 2023
Bright Pattern Contact Center is a very good platform for internal communication and to receive inbound calls from customers.
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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
  • Warm transfer (27)
    9.7
    97%
  • Recording (26)
    9.7
    97%
  • Agent dashboard (26)
    9.7
    97%
  • Historical reporting (26)
    9.4
    94%

Reviewer Pros & Cons

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Verified User
Director in Product Management
Telecommunications Company, 501-1000 employees
LM
Leo Malan
Director
ODEK Telecoms (Information Technology & Services, 11-50 employees)
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Pricing

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Omnichannel CX

-

Cloud
per month per seat

Call Center Standard

-

Cloud
per month per seat

Digital CX

-

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
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Product Demos

Bright Pattern Contact Center Retail Demo

YouTube
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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.

9.8
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

9.4
Avg 8.3
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Product Details

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

Screenshot of Screenshot of Screenshot of

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 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

Bright Pattern Contact Center Downloadables

Frequently Asked Questions

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

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

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

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Reviews and Ratings

(38)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
March 25, 2023

Bright Pattern: The excellent, feature rich platform for your contact center.

Verified User
Director in Product Management
Telecommunications Company, 51-200 employees
Score 10 out of 10
Vetted Review
ResellerIncentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
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 option 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.
Bright Pattern Contact Center Feature Ratings
Contact Center Software (13)
97.69230769230771%
9.8
Agent dashboard
90%
9.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
90%
9.0
Interactive voice response
90%
9.0
REST APIs
100%
10.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
96.66666666666666%
9.7
Inbound call routing
100%
10.0
Omnichannel inbound routing
90%
9.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
90%
9.0
Customer surveys
100%
10.0
Customer interaction analytics
90%
9.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • Lowered support costs over time by enabling the contact center to manage itself and the call flow.
  • Increased customer satisfaction by enabling personalized experiences.
  • Improved self-service interactions over all channels through integrations with AI for intent analysis.
Support Rating
10
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.
Usability
10
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.
Alternatives Considered
Obviously, customer experience is key but contact center staff enablement is one of the most important factors. What good is a multi-million dollar implementation on a platform if your hands are tied from admin or developer turnover? I have seen with many platforms where the platform remained dormant after the loss of the last experienced staff member. It isn't that way with Bright Pattern. Easy to train and easy to learn. Their support has been great. I will continue to promote and use Bright Pattern as a platform and I am excited to see where it takes us next.
Other Software Used
Alvaria CXP Pro (formerly Aspect CXP Pro), IBM Watson Assistant, IBM Watson Speech to Text, IBM Watson Text to Speech, Genesys Cloud CX (formerly Genesys Cloud), Genesys PureConnect, Amazon API Gateway, AWS Lambda, IBM Cloud Functions, Five9
Implementation Rating
10
I have done a few of these now for a multiple number of our contact centers. It has been really smooth. It is a fun platform to work with. I enjoy building new ideas within the scenario builder. Because I enjoy it, I am not afraid to try something new and innovative.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
No
Change Management Lessons
Change management was a small part of the implementation and was well-handled
New processes for deploying new call flow logic. Our previous platforms would require a deployment mechanism that a developer needed involvement. With Bright Pattern is was a drop down list object to select the scenario I wanted to enable and clicked save. That's it. new call flow was live. No interruption to active callers or new callers. No downtime, no route away to a DR server, etc. This meant that lots of old documentation in our change management system could be red lined for removal, and a much simpler paragraph cold be added.
Implementation Issues
  • Firewall / IP Whitelisting to our back end services (Not a Bright Pattern issue)
  • Really, I had no other issues.
Users and Roles
400
Our client contact centers consist of Agents, Supervisors, Managers, Administrators, Developers, Workforce Administrators, IT managers, and more.
Support Headcount Required
23
Approximately 23 individuals spread across multiple contact centers
Logical thought processes.
Good understanding of call flow design
Strong understanding of If/Then/Else logic
Knowledge of languages like Java, Javascript, HTML, and CSS. (not required, but is helpful)
Business Processes Supported
  • Contact Center as a Service
  • Interactive Voice Response (Cloud)
  • Outbound dialing
  • Automated customer interactions
Innovative Uses
  • Agent Assist AI. Using Bright Pattern and IBM Watson to help agents find information and offer better options to the customer population.
  • Creation of interactive screen pops that include animations, videos, links, forms, and documents to do away with the dreary screen pops of the past.
  • Built an outbound notification platform to keep subscribers informed of urgent conditions
  • Created my own custom integration using Bright Pattern APIs to tie conversations together from desperate systems.
Future Planned Uses
  • Improving our knowledgebase functionality and wrapping Bright Pattern around it.
  • Add new custom integrations to more of our current systems
Likelihood to Renew
10
Products Replaced
Yes
Key Differentiators
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
Product usability is the number one reason for me. There aren't many things that I cannot do with this platform, and once I have identified something I add it to a platform enhancement request. Bright Pattern then reviews and it will eventually become a new feature. My voice is actually heard at Bright Pattern.
Evaluation Lessons Learned
In my line of business I often have to evaluate other platforms and Bright Pattern is the one I use to compare others. I have to look for both features and integrations that others might have that Bright Pattern does not.
Training Types Used
  • Online training
  • in-person training
In-Person Training
8
In-person and virtual training was great, but Bright Pattern could use some online training videos similar to other platforms. I would welcome online training videos to keep the steady flow of new agents up to date. Admin training is one of the largest areas that need video. The static documentation is great. It is pretty easy to follow and configure your contact center as you progress through each step. The documentation is available online on an easy to use knowledgebase or wiki style site. You do not need a user account to access the help docs, meaning that users at any level can freely access the materials to learn about the platform.
Online Training
7
Online training is documentation based only. It is thorough and step by step, but no videos. It would also be helpful to have more information within the help docs on custom reporting. I find that many of the Bright Pattern specific configurations for the Jasper Reporting Server have to be "stumbled" across through existing report templates and they are not clearly listed out somewhere. In person training will not generally go into great depth on report customizations.
Product Configurability
8
Easy to learn and understand. The tenant admin UI contains all configuration. No need to login to multiple portals or tools. Custom configurations to some third party integrations could use work to prevent limiting functionality of the third party platform. I am aware that there are product enhancements already underway for a few of these.
Configuration Lessons
I would recommend building the first group of scenarios as template logic. The scenarios are re-usable, saving you time and money when standing up new ones. Templates that have been properly tested are safer to deploy than starting from scratch. I am able to stand up a new inbound contact center in a brand new tenant in as little as ten minutes by using this approach.
UI Customization
Some - we have done small customizations to the interface
Changed CSS to match the colors and themes of the organization. Created custom pages to integrate the Desktop Javascript API. Custom screen pops and activity forms. Creation of custom Wallboards within Bright Pattern, and home screen layouts for Agents.
Extensibility and Customization
Some - we have added small pieces of custom code
Some for Workforce management, some for scenarios, some for reporting. None of which has been very complicated within Bright Pattern. There were complexities in the custom code, but not in adding to Bright Pattern. We have leveraged the Bright Pattern Desktop JavaScript API to build in custom third party CRM integrations that were not previously supported.
Additional Customization Considerations
A few custom tools I created in Bright Pattern to monitor some of our other systems and send out notifications when there is an issue. Custom scenario for sending out blast notifications. Custom integrations using the List Management API, Real-time Statistics API, custom historical reporting, and an previously unsupported WFE platform.
Premium Support
No. Standard platform support comes with a subscription of the platform. My organization offers a premium support option for Bright Pattern that allows for staff augmentation, development, monitoring, and tenant configuration management.
Bug Resolution
Yes
Yes, I have reported a few over the years. All were usually very minor with workarounds available until a hotfix or new release was available.
There have been a few items that I have reported as bugs that were discussed with us to explain why a bug exists and a workaround to mitigate the bug. For these few, the bug has not been permanently addressed via a fix, but rather through knowledgebase updates.
Exceptional Examples of Bright Pattern Contact Center Support
Bright Pattern supported me in troubleshooting within a scenario when parsing HTTP return JSON. A few weeks ago the CEO of Bright Pattern joined a call to check in and see how he could support my organization in any way. That was fantastic. I also am currently working with them on enhancements to one of the third parts Speech to Text platforms that require several custom parameters to work most efficiently. That final enhancement is due to be released in 5.20 any day now.
Easy Tasks
  • Scenario / Call flow design (development)
  • Deployment of change is a breeze
  • Agent Desktop interface is really easy to understand
  • Interaction Record search is very user friendly
Difficult Tasks
  • Server side logs are hidden away from tenant admin view. Support ticket can be opened to review server side logs.
  • Configuring custom reports can be difficult for users that lack knowledge of Jasper Studio
Mobile Interface Availability and Impressions
Yes
Mobile Agent Desktop is available. This allows for most functionality of the softphone, caller information, internal address book, and availability of other agents and teams.
Scalability
9
Very flexible and will scale without any intervention from my team. Scaling at the carrier/telco layer is handled by Bright Pattern, if you use their offered telecom.
Reliability and Availability
10
It is always on. The only outage to date that I have experienced was with an upstream telco provider a few years ago. The inbound leg telco was hit by a DDOS attack which led to delays in routing calls to the platform. This was not the fault of the Bright Pattern platform but the telco provider. We have had a few minor carrier issues with call quality, or a handful of brief drops, but Bright Pattern is quick to identify these and change carriers when it starts to happen.
Performance
9
All pages load when expected, and reports render either in the web browser or as a download. I never really have issues with accessing the admin or agent desktop sites. It just works.
Systems Integrated With
  • AgyleTime / PlayVox
  • Alvaria WFM
  • Storm
  • Salesforce
  • Zoho Creator
  • Alvaria CXP
  • IBM Watson Assistant
  • IBM Watson Speech-to-Text
  • IBM Watson Text-to-Speech
  • PCI Payment Web Services/API
  • Payment Kiosk Locator
  • SpaceX.Landing API
  • IBM Watson Natural Language Understanding
The depth depends on each type of integration. Some are very easy, Like those with IBM. Some are very custom and require a bit more work on my side.
Future Integration Plans
  • Atlassian Confluence
  • Atlassian Jira Service Desk
  • Atlassian Jira
We are communicating with the vendors and Bright Pattern at this time to see what an integration might look like.
Types of Integration
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
  • Javascript widgets
  • ETL tools
  • AppExchange or similar marketplace
Ease of Integration
9
Integration Lessons Learned
My best advice, when you are looking at "listed integrations" with Bright Pattern, not all are on the list. Many integrations are as simple as creating a fetch object in the scenario builder and making an API call off to the third party platform. Then the data returned is usable throughout the scenario, custom reporting, screen pops, workflows, and so much more.
Pre-Sale Experience
10
They are active and show general interest in your needs. They will help with the evaluation of features and steps to move forward. I have had multiple members of the Bright Pattern team join calls with clients and prospective clients to assist in answering any questions.
Post-Sale Experience
10
They are always excited when I call. We meet regularly about active projects. They care about the success of my organization.
Key Negotiation Points
Not allowed to disclose in a review.
Contract Terms and Pricing Model
9
Dealing with Bright Pattern, Inc.
Be honest and upfront with them. They are not a high pressure sales setup like much of the competition. There is a difference between someone just wanting to win your business and someone that genuinely wants you to be successful. They will be honest with you and help guide you through the process.
Upgrade Process
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.
Upgrade Benefits
  • Self-service phone number provisioning and management v 5.15
Anticipated Benefits from Future Upgrades
  • Improvements to bot context for third party bot integrations
  • Feature enhancements and improvements to email handling
Future Edition Upgrade Plans
No
Migrating Between Editions
Yes
Contact center moved from a voice only agent edition to premier omni-channel agent edition.
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