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Bright Pattern is a great CCaaS for an organization looking to move to the cloud
Updated March 21, 2023

Bright Pattern is a great CCaaS for an organization looking to move to the cloud

Carlton Perkins | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with Bright Pattern Contact Center

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
  • Ability to implement quickly based on customer's desired timelines
One of my first interactions was an email to the support team. I figured I would hear back in a few days, perhaps a week. Instead, I heard back in minutes from one of the senior developers that not only answered my question but followed up with a phone call. This is standard Bright Pattern support.
Contact center applications of the past necessitated many different applications and an equal number of desktop applications. Training for those platforms was extensive and exhaustive. Bright Pattern's all-in-one desktop makes the platform very easy to use and easy to train. The ease of use is there for developers, designers, agents, supervisors, or administrators.
Bright Pattern prides itself on providing out-of-the-box functionality. Unlike many of the other platforms listed, there is no need to subscribe to additional options for increased feature functionality nor is there a need to implement additional plugins to get to a desired level of operability. Much of what is needed to build a world-class contact center platform is a part of the solution on day one.

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

Yes

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

Yes

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

Yes

Did implementation of Bright Pattern Contact Center go as expected?

Yes

Would you buy Bright Pattern Contact Center again?

Yes

The Bright Pattern platform is easy to use and manage. As an individual that needed large teams to maintain IVRs, ACDs, and dialers, I can relate to organizations that are concerned about needing a large IT group to support a new platform. The Bright Pattern platform does not need a large, dedicated team of IT folks to support it. Further, the platform makes it easy for organizations to change scripts, flows, and applications at the "speed of business" which means changes can be implemented in hours and minutes as opposed to weeks and months.

Bright Pattern Contact Center Feature Ratings

8.1
Agent dashboard
8
Validate callers
9
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
9
Interactive voice response
10
REST APIs
8
Call scripts
7
Call tracking
9
Multichannel integration
7
CRM software integration
7
8.0
Inbound call routing
9
Omnichannel inbound routing
8
Recording
10
Quality management
9
Call analytics
7
Historical reporting
7
Live reporting
8
Customer surveys
7
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Bright Pattern Contact Center Implementation

As an implementor, I have found the Bright Pattern Contact Center very easy to work with. The platform operates in the manner which I think. Therefore, everything I do seems logical and works exactly as expected. Many solutions are much more difficult to work with and make implementations difficult.
  • Implemented in-house
Yes - Discovery, Planning, On-boarding, Configuration, 3rd-party Configuration, QA Testing, Remediation, UAT Testing, Remediation, Go-live.
Change management was a big part of the implementation and was well-handled - Having implemented the platform many times before, I understand the change management process, and it was standard and straight forwards as expected.
  • Customer lack of preparedness.
  • Older backend system integrations.