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

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.

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.

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.

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 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.

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.

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.

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.

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.

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.

They are always excited when I call. We meet regularly about active projects. They care about the success of my organization.