great flexibility and usability
April 25, 2025

great flexibility and usability

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bright Pattern Contact Center

have expensive per minute call costs, while lacking detailed reporting and customization. we had different tools across teams which created silos and made reporting difficult. Bright Pattern solved this problem for us. It also provided us with a faster and more efficient way to serve clients as the CRM window pops up now so now , with Bright Pattern, customer facing reps don't have to switch between windows.

Pros

  • detailed reporting
  • fast implementation

Cons

  • reporting is great but not user friendly
  • the interactions tab is over-complicated
  • Bright Pattern's lower implementation costs and time help us achieve our shorter term goals more effectively than the other systems.
I only ever contacted them once and my experience was great
I don't like how the transfer feature is set up for an internal transfer and the blind transfer part is very confusing especially when you're on a call w a customer
we also used call tracking metrics. Bright Pattern is very scalable with strong api automations and very very low odds of us outgrowing in the future. Bright Pattern also allows reps to get the data they need in real time in one place without moving between systems due to the rest api functionality (e.g. a support rep automatically has customer details after the customer selects 2 in the IVR by sending a GET request to ChargeBee), leading to faster and more effective communication with clients.

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

drawbacks: ineffective calendaring system built internally that does not sync to google rendering it useless, and less controls for management to move reps between statuses, and a semi confusing call campaigns setup.well suited: Bright Pattern is easy to use and simple to understand. -CRM integrations and screen pops allow for reps to easily be able to complete all tasks from the same tab
-rest api automations are great and very capable of getting reps the information they need when/where they need
quick implementation

Bright Pattern Contact Center Feature Ratings

7.6
Agent dashboard
9
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
4
Interactive voice response
Not Rated
REST APIs
9
Call tracking
Not Rated
Multichannel integration
8
CRM software integration
8
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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