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Bright Pattern is a great omni channel product with world class support
Updated February 28, 2023

Bright Pattern is a great omni channel product with world class support

Jessica Osborn | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bright Pattern Contact Center

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.
  • Ease of scaling the product
  • Quick deployment across multiple channels and teams
  • Ease of training
  • Great ways of setting up call deflection
I believe this is the top reason why Bright Pattern is such a successful company. The service and support are top-notch. They truly run their support as a world-class support team.
The ease of use was a great win for us. We were able to transition to the new system with a minimal amount of time training. It is also set up as a great train the trainer system.

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

We use the product for both inbound and outbound calling. Bright Pattern has good reporting to tell what type of call it is and the metrics of the call. We did find that when we were trying to set up a mass dial request that it did not work well at the time we were looking to use it. We wanted to be able to send specific messages to 1000's of people multiple times.

Bright Pattern Contact Center Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
10
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Bright Pattern Contact Center Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
The support with Bright Pattern is tremendous.
Yes - Bright Pattern is always very prompt with any help tickets. They resolve any issue very timely.
When we started working with Bright Pattern we had a very short runway for build and go live. Everyone jumped right in and helped us to get the system built, all training and go live on schedule.