Bright Pattern: The excellent, feature rich platform for your contact center.
Updated March 25, 2023

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

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review

Overall Satisfaction with Bright Pattern Contact Center

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
  • 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.
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.
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.

Do you think Bright Pattern Contact Center delivers good value for the price?


Are you happy with Bright Pattern Contact Center's feature set?


Did Bright Pattern Contact Center live up to sales and marketing promises?


Did implementation of Bright Pattern Contact Center go as expected?


Would you buy Bright Pattern Contact Center again?


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

Agent dashboard
Validate callers
Outbound response
Call forwarding
Click-to-call (CTC)
Warm transfer
Predictive dialing
Interactive voice response
Call scripts
Call tracking
Multichannel integration
CRM software integration
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Historical reporting
Live reporting
Customer surveys
Customer interaction analytics

Bright Pattern Contact Center Implementation

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.
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.
  • Firewall / IP Whitelisting to our back end services (Not a Bright Pattern issue)
  • Really, I had no other issues.

Using Bright Pattern Contact Center

400 - Our client contact centers consist of Agents, Supervisors, Managers, Administrators, Developers, Workforce Administrators, IT managers, and more.
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)
  • Contact Center as a Service
  • Interactive Voice Response (Cloud)
  • Outbound dialing
  • Automated customer interactions
  • 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.
  • Improving our knowledgebase functionality and wrapping Bright Pattern around it.
  • Add new custom integrations to more of our current systems

Evaluating Bright Pattern Contact Center and Competitors

  • 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.
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.

Bright Pattern Contact Center Training

  • Online training
  • in-person training
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.

Configuring Bright Pattern Contact Center

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.
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.
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.
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.
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.

Bright Pattern Contact Center Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support cares about my success
Quick Initial Response
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.
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.
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.

Using Bright Pattern Contact Center

Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • 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
  • 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
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.

Bright Pattern Contact Center Reliability

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.

Integrating Bright Pattern Contact Center

  • 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.
  • 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.
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
  • Javascript widgets
  • ETL tools
  • AppExchange or similar marketplace
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.

Relationship with Bright Pattern, Inc.

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.
Not allowed to disclose in a review.
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.

Upgrading Bright Pattern Contact Center

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.
  • Self-service phone number provisioning and management v 5.15
  • Improvements to bot context for third party bot integrations
  • Feature enhancements and improvements to email handling
Yes - Contact center moved from a voice only agent edition to premier omni-channel agent edition.