[ Bright ... Reviews ](https://www.g2.com/products/bright-pattern/reviews) [ Bright ... Reviews ](https://www.g2.com/products/bright-pattern/reviews) # Bright Pattern Features ##### ## Quality Assurance (3) Evaluation Provides tools for evaluating customer interactions Calibration Offers features for maintaining fair and consistent scoring Reports Generates quality and performance reports Show More ##### ## Engagement (3) Feedback Tools for providing personalized feedback and coaching sessions Dashboards Provides a centralized dashboard for agents to view their scores and feedback Training Tools for educating and training agents Show More ##### ## Performance (2) Integrations Integrates with other customer service or CRM software Compliance Helps ensure customer privacy and data protection Show More ##### ## Channels (5) Voice Provides voice call functionality. Social Provides an interface for one or more social media channels. Web Chat Includes or integrates with live chat initiaited from the company's web site. Mobile SMS Accepts contacts initiated through SMS or other mobile text functions. Email Allows CSRs to receive and answer customer emails. Show More ##### ## Functions (8) Session Routing Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. Session Queuing Callers can be routed to a queue or placed on hold until an agent becomes available. Concurrent Calling Place a large or unlimited volume of calls simultaneously without diminishing the call quality. Speech Analytics Provides some level of analytics based on keywords and vocal tones. Auto Dialer Has auto dialing or predictive dialing functions for outbound use. IVR Includes an interactive phone menu. Inbound Screen Pop Populates CSR's screen with available customer data. Persistent Data Maintains and shares information across channels and agents as the case progresses. Show More ##### ## Administrative (5) Session Summary Notes Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. Administrator Access Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Session Recording Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. Agent Scheduling and Assignment Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. Show More ##### ## Compliance (3) Regulations Help companies comply with state and federal laws such as TCPA and DNC. Updates Updates compliance information based on the most recent changes to regulations. Exemptions Manage exemptions to reclaim phone numbers that are incorrectly classified. Show More ##### ## Integration (3) Phone Systems Provide integration with phone systems and auto-dialers. Marketing & CRM Provide integration with marketing and CRM software. Third-Party Provide integration with other third-party applications that use phone numbers. Show More ##### ## Management (4) Scrubbing Provide or integrate with scrubbing services to validate dialing lists. Blocking Deliver blocking features to ensure that employees cannot call restricted numbers. Campaign Management Ability to create custom rules for each campaign to ensure compliance. Screening Validate phone numbers when gathering information on new customers. Show More ##### ## Generative AI (3) AI Text-to-Speech Simulates human-like speech from text inputs. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Agentic AI - Contact Center (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More [ ![8x8 Contact Center](https://images.g2crowd.com/uploads/product/hd_favicon/68620669986358e605a41e1bbdf0fcbf/8x8-contact-center.svg "8x8 Contact Center") Sponsored 8x8 Contact Center 4.1/5 (256) Visit Website ](javascript:void(0)) ## Top-Rated Alternatives [ ![Genesys Cloud CX](https://images.g2crowd.com/uploads/product/hd_favicon/cca7778a7f52f5a71782576104666b99/genesys-cloud-cx.svg "Genesys Cloud CX") Genesys Cloud CX 4.4/5 (1,461) ](https://www.g2.com/products/genesys-cloud-cx/reviews) [ ![Five9 Intelligent Cloud Contact Center Platform](https://images.g2crowd.com/uploads/product/hd_favicon/e0ad7f44157bc23e8fc8399905b408a0/five9-intelligent-cloud-contact-center-platform.svg "Five9 Intelligent Cloud Contact Center Platform") Five9 Intelligent Cloud Contact Center Platform 4.1/5 (592) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) [ ![NiCE CXone](https://images.g2crowd.com/uploads/product/hd_favicon/7bd619f3d579628eacc5bbf828c6f8f3/nice-cxone.svg "NiCE CXone") NiCE CXone 4.3/5 (1,605) ](https://www.g2.com/products/nice-cxone/reviews) [ View All Alternatives ](https://www.g2.com/products/bright-pattern/competitors/alternatives) Bright Pattern Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Product Avatar Image") Genesys Cloud CX 4.4/5 (1,552) [ Compare Now ](https://www.g2.com/compare/bright-pattern-vs-genesys-cloud-cx) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e2894f5a2f0d4a7de385125b178b4e11/five9-intelligent-cloud-contact-center-platform.png "Product Avatar Image") Five9 Intelligent Cloud... 4.1/5 (611) [ Compare Now ](https://www.g2.com/compare/bright-pattern-vs-five9-intelligent-cloud-contact-center-platform) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b3390b4cc3d92e87d570895f7358c003/amazon-connect.jpg "Product Avatar Image") Connect 4.4/5 (87) [ Compare Now ](https://www.g2.com/compare/amazon-connect-vs-bright-pattern) ##### Categories on G2 [ Contact Center ](https://www.g2.com/categories/contact-center)[ Contact Center Quality Assurance ](https://www.g2.com/categories/contact-center-quality-assurance)[ Call Compliance ](https://www.g2.com/categories/call-compliance) ##### Explore More [ What's a reliable customer success tool for digital service companies ](https://www.g2.com/discussions/what-s-a-reliable-customer-success-tool-for-digital-service-companies)[ Best software for revenue management in software companies ](https://www.g2.com/discussions/best-software-for-revenue-management-in-software-companies)[ Most recommended business expense app ](https://www.g2.com/discussions/most-recommended-business-expense-app) [ Leading customer comms software for SaaS companies ](https://www.g2.com/discussions/leading-customer-comms-software-for-saas-companies)[ What platform provides automated local citation building? ](https://www.g2.com/discussions/what-platform-provides-automated-local-citation-building)[ Pros and Cons Details ](https://www.g2.com/products/bright-pattern/reviews?qs=pros-and-cons) Show More [ What's a reliable customer success tool for digital service companies ](https://www.g2.com/discussions/what-s-a-reliable-customer-success-tool-for-digital-service-companies)[ Best software for revenue management in software companies ](https://www.g2.com/discussions/best-software-for-revenue-management-in-software-companies)[ Most recommended business expense app ](https://www.g2.com/discussions/most-recommended-business-expense-app) [ Leading customer comms software for SaaS companies ](https://www.g2.com/discussions/leading-customer-comms-software-for-saas-companies)[ What platform provides automated local citation building? ](https://www.g2.com/discussions/what-platform-provides-automated-local-citation-building)[ Pros and Cons Details ](https://www.g2.com/products/bright-pattern/reviews?qs=pros-and-cons)