Join the 1500 companies using G2 Track to manage SaaS spend, usage, contracts & compliance.
Bright Pattern

Bright Pattern

4.2
(32)

Cloud-based contact center software

Work for Bright Pattern?

Learning about Bright Pattern?

We can help you find the solution that fits you best.

Find the Right Product

Bright Pattern Reviews

Ask Bright Pattern a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • For Category
  • Industry
Ratings
Company Size
User Role
For Category
Industry
Showing 32 Bright Pattern reviews
LinkedIn Connections
Bright Pattern review by Bryana R.
Bryana R.
Validated Reviewer
Verified Current User
Review Source
content

"Bright Patterns Review"

What do you like best?

I really like the layout as it is very easy to understand and utilize. I also like how you are able to see the other users. It is very good at telling you your voice quality. It also works effectively as a system and allows for easy utilization as well as streamlined productivity. The layout works extremely well.

What do you dislike?

I dislike how sometimes the system will kick you out or sometimes it will freeze up and not allow you to take a call. Sometimes you have to hang up on a call and call the person back in order for a call to not be staticky. Other than that for the most part the system is extremely easy to use.

Recommendations to others considering the product

I think that bright patterns works very well. I would definitely recommend it to others who are looking for an easy to use system that allows for a large influx of calls daily.

What business problems are you solving with the product? What benefits have you realized?

I find that Bright Patterns is extremely easy to use and it helps our team work effectively with the calls that we have come in on a daily basis.

Sign in to G2 to see what your connections have to say about Bright Pattern
Bright Pattern review by Sal Y.
Sal Y.
Validated Reviewer
Verified Current User
Review Source
content

"Outstanding Customer Service"

What do you like best?

Bright Pattern setup and through out the continued use of the services provides outstanding customer support. Setting up your phone path is not that simple for a first timer, but they walked me through and setup the service. Running reports is easy to understand. If you run into any issues, there support team is ready to assist in a timely manner.

What do you dislike?

When it comes to setting up the phone tree portion of the service when i get a new campaign (which is not that often) I don't seem to remeber all the steps. Thankfully the support team is ready to help and provide expertise assistance.

Recommendations to others considering the product

My off shore team has explained other systems do not compare to the reliability of being availble / connectivity.

What business problems are you solving with the product? What benefits have you realized?

Bright Pattern is helping my support team reach an SLA of 70% of all calls answered in 30 secs , 99% of the time we are in the high 90 % since we can use the phone tree to assist our users and have the priority campaign reach us immediately.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Bright Pattern review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
content

"Great Telephony/Chat Solutions Partner"

What do you like best?

The support we receive from Bright Pattern is easily the best in the industry. They're incredibly responsive to any issues we face (which is fairly minimal to zero), and communicate quickly if there are any service interruptions that may affect incoming volume. However, I should note that issues faced thus far are the result of a third party. Examples include carrier issues, or service outages affecting a region of users. Our uptime has been 99% in all of the previous year. It's also incredibly easy to integrate this tool with various commercially available CRM's, such as Zendesk (our CRM of choice).

What do you dislike?

Their isn't a lot of customization for reporting in a GUI. It requires the use of another software tool to build queries or modify templates. However, Bright Pattern provides these templates that can be adjusted to meet your reporting needs, and the default reports will generally provide you with the information you require.

Recommendations to others considering the product

Schedule a call, allow them to listen to your business requirements. I can't say this enough, Bright Pattern's support has been one of the better ones we've dealt with in years.

What business problems are you solving with the product? What benefits have you realized?

We have a "shared" queue environment, with various clients being assisted by the same employees. The robust backend customization has allowed us to scale operations to properly queue manage various queues, with the same agents, without needing to switch between Bright Pattern instances. It also doesn't require a landline at each desk, since it works over soft phone.

Bright Pattern review by Howard F.
Howard F.
Validated Reviewer
Verified Current User
Review Source
content

"The Good, The Bad and the Ugly"

What do you like best?

Pretty solid system and can be easy to administer.

What do you dislike?

Sometimes it's hard to determine how to do things since documentation is very sketchy. I also have an issue on the amount of time it takes to return with an answer to an issue, yes you get an instant response with a ticket but getting the answer is the problem.

What business problems are you solving with the product? What benefits have you realized?

Trying to resolve an issue with getting call data every 15 minutes. Call records are dropped from the report and the engineers don't know why or it's low on their list of things to do.

Bright Pattern review by Gerardo G.
Gerardo G.
Validated Reviewer
Verified Current User
Review Source
content

"Telephone Unleashed"

What do you like best?

The power of predictive dialing technology and the flexibility offered by a first-rate company. With Bright Pattern, we have the ability to be agile and effective.

What do you dislike?

I dislike my inability to integrate data management with my primary CRM, which does not like to play with others.

Recommendations to others considering the product

This is a comprehensive solution that is very powerful.

What business problems are you solving with the product? What benefits have you realized?

We have the task to talk to tens, sometimes hundreds of thousands of voters in a very short amount of time. Bright Pattern offers a way to meet our goal.

Bright Pattern review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source
content

"A Year filled with enhancements and drawbacks"

What do you like best?

So far the pieces of the system we have been able to get working in a stable manner have been solid.

What do you dislike?

Some issues we have had and are having seem simple and quick but the response time is into several months before it is resolved and or receive a response back on what they've found.

Recommendations to others considering the product

Make sure you have a firm knowledge of VoIP and what you are trying to do. Seek their help and advice as much as you to as they know their system best. There is always room for improvements with any system but they are willing to listen and b ounce ideas off you and with you.

What business problems are you solving with the product? What benefits have you realized?

all in one solution for voice, chat and email channels of communications with our support staff.

Bright Pattern review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Best Omnichannel contact center platform "

What do you like best?

After evaluating all the known solutions from the big boys - we found the Bright Pattern solution to be the most innovative and disruptive solution. Pretty much everything and all features we wanted are out-of-the-box. Integrations with IBM Watson provide rich analytics and self service capabilities through the IVR and virtual agent. And where we needed to integrate the IVR and the other workflows with our CRM, the open API's and pre-built integrations made the task super easy and seamless. The web based admin portal with drag and drop functionality is unparalleled and really makes it easy to configure and manage the contact center within minutes and removes the complexity that you see in traditional platforms. Overall - a full featured contact center platform, capable of competing with the industry leaders, yet far more simpler and easier to use. Implementation and migration was a breeze - far less effort than what we had expected.

What do you dislike?

They could improve on the UC aspects of the platform.

What business problems are you solving with the product? What benefits have you realized?

Needed a omnichannel solution capable of tracking the entire customer journey across all channels.

Bright Pattern review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source
content

"Bright Pattern is the best softphone VoIP provider we've found"

What do you like best?

Bright Pattern is the best softphone VoIP provider we've found. Their service is top quality - we've had no issues since we migrated over a year ago. They were able to help us build a relatively complex and unique phone routing system. When they didn't have a feature we needed, they helped us build it or figure out a way to reach the same goal in a different way. Their support team has been world class. It has been a pleasure to work with them and most of the time I don't have to think about our phone system - which is exactly what I want - a scalable, no fuss, working system for our team.

Pros: Exemplary technical support with a reliable, quality product. Agents like the easy UI and simple tools.

What do you dislike?

Some set-up is confusing and counter-intuitive

What business problems are you solving with the product? What benefits have you realized?

Multiple site, multiple team phone system that keeps us connected to our customers.

Bright Pattern review by Executive Sponsor in Management Consulting
Executive Sponsor in Management Consulting
Validated Reviewer
Verified Current User
Review Source
content

"Great platform, some quirks."

What do you like best?

The flexibility, the cutting edge technology, and integrations with Salesforce. Love the MMS/SMS functionality as well. The support team is knowledgeable and helpful.

What do you dislike?

In an effort to make it so useful, sometimes the execution is a little quirky and wonky. Deeper Salesforce integrations are not as easy and there are some strange nuances and idiosyncracies with getting things working the way they are intended. A more mobile-friendly eco-system would be powerful for outside agents. The support team, while nice and knowledgeable and helpful, sometimes seems to be learning along with me.

What business problems are you solving with the product? What benefits have you realized?

Bright Pattern is our primary voice/text/mms communication platform.

Bright Pattern review by Brett L.
Brett L.
Validated Reviewer
Verified Current User
Review Source
content

"A decent call center platform with adaptability"

What do you like best?

Integrates neatly with other platforms like Zendesk as an app. Versatile in your ability to accept calls via softphone, deskphone, or route to an external number.

What do you dislike?

Softphone frequently encounters errors or logs itself out when tabs are refreshed or new tabs are opened. This may be due to using the system as an app within Zendesk.

What business problems are you solving with the product? What benefits have you realized?

Supplementing e-mail support and allowing clients to call for a more streamlined troubleshooting process.

Bright Pattern review by Keith M.
Keith M.
Validated Reviewer
Verified Current User
Review Source
content

"25 Years of Call Center Experience, BrightPattern is the best."

What do you like best?

Ease of use, coupled with excellent features.Virtual queue callback should be more of a "thing".

What do you dislike?

Virtual queue callback should be more of a "thing".

Recommendations to others considering the product

If you are on the bubble, buy it. Period.

What business problems are you solving with the product? What benefits have you realized?

One of the easiest systems to use I have encountered in 25 years of call center experience. The technology is amazing, and the customer service even better!

Bright Pattern review by Consultant
Consultant
Validated Reviewer
Review Source
content

"Integrator"

What do you like best?

All the features are out of the box and easy to set up. I Have been working 10 years in customer experience with various editor (Genesys, Avaya, Cisco) and All the features that are really used in contact center are delivered in BrightPattern.

Also they did not fall in the trap of over complexifying the solution to answer specific needs that will only be used by 1% of the customers.

I also enjoyed a lot working with Brightpatterns team, they know their product and are really open to feedback and requests.

What do you dislike?

Customization of the Desktop is too limited at the moment but the team is very response in handling the enhancement request.

can be tough to administer on big organisations

What business problems are you solving with the product? What benefits have you realized?

you avoid length of deployment, and the multi interfaces

Bright Pattern review by Artyom C.
Artyom C.
Validated Reviewer
Verified Current User
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Zipwire 3rd line support"

What do you like best?

We have got most issues resolved in a timely manner once Aspect reached out with our cases to bright pattern

What do you dislike?

We consumed a product of bright pattern that was sold by Aspect, so support for complex cases took time until it reached developers.

What business problems are you solving with the product? What benefits have you realized?

Contact centre management and reporting

Bright Pattern review by Nicole n.
Nicole n.
Validated Reviewer
Verified Current User
Review Source
content

"Bright Pattern for Call Center"

What do you like best?

What I like most about Bright Pattern is that you can see who is on the phones and who is not by simply putting their name in the directory search.

What do you dislike?

I don't like that sometimes Bright Pattern drops calls.

What business problems are you solving with the product? What benefits have you realized?

Getting Health Insurance Member's to the correct department.

Bright Pattern review by Keith M.
Keith M.
Validated Reviewer
Review Source
content

"BrightPattern is the best customer service I have ever had."

What do you like best?

Customer service. Brightpattern Customer Service is second to none. Have not dealt with better in 25+ years of IT Experience.

What do you dislike?

API Documentation. The API documentation was obviously written by developers. There is not enough detail in the documentation or data validation by the API.

Recommendations to others considering the product

Best decision you will ever make. Much better ROI than the other cloud telephony providers.

What business problems are you solving with the product? What benefits have you realized?

Low cost service, High uptime, superior customer service.

Bright Pattern review by Sujay N.
Sujay N.
Validated Reviewer
Review Source
content

"Excellent service"

What do you like best?

Does what it says on the tin and is very easy to use. Excellent customer service, the guys are always available for a quick call.

What do you dislike?

Our sytems are not set up correctly to integrate all our systems. which would make life so much easier.

Recommendations to others considering the product

Good software, easy to use. Excellent support

What business problems are you solving with the product? What benefits have you realized?

We moved away from a reseller of the product due to their bad service, massive difference in service. The guys are extremely helpful.

Bright Pattern review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
content

"It actually works and almost no outages in 3 years. "

What do you like best?

I like Bright Pattern's versatility. It seems to be compatible with most WFM software. Including Money, Pipkins. Which the company i work at has used in the past

What do you dislike?

I dislike that their reporting it could use work. Not a lot of options, but I do like how simple the export method is, csv. makes everyone's life easier.

Recommendations to others considering the product

if you're looking for a well priced option for customer support solutions. I would recommend BP.

What business problems are you solving with the product? What benefits have you realized?

It is our phone system, it works great, it does chat too; which has been an enormous help.

Bright Pattern review by Alex G.
Alex G.
Validated Reviewer
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Bright Pattern continues to excel"

What do you like best?

This is real deal contact center solution, that is scalable and enterprise strength. Experienced Executive team and knowledgeable engineering and support teams improve the odds of successful rollout and implementation.

What do you dislike?

I would say some of the navigation/functionality can be slightly more user friendly. Probably, UI issue, struggled few times.

What business problems are you solving with the product? What benefits have you realized?

Increased productivity mostly, but also agent's higher level of satisfaction and better flexibility, in comparison with some competitors.

Bright Pattern review by User
User
Validated Reviewer
Review Source
content

"Bright Pattern Does What It Says"

What do you like best?

Bright Pattern provides a great way to incorporate calling into our more standard email-based support system. It links all calls to a support ticket to allow for future review if/when necessary.

What do you dislike?

Its integration with our support system could be improved in some areas, as the complexities that come with a fusion of call-based and email-based support can sometimes expose bugs in Bright Pattern's functionality.

What business problems are you solving with the product? What benefits have you realized?

We use Bright Pattern as a great way for our company to provide call-based support without too severe a departure from our traditional email-based support offering. It helps us to avoid costs associated with the employment of a call center.

Bright Pattern review by Erika F.
Erika F.
Validated Reviewer
Review Source
content

"Friendly Service "

What do you like best?

It is very easy to find all of the information that is being requested.

What do you dislike?

Sometimes the phone button does not come up.

Recommendations to others considering the product

This product is very easy and friendly to use. It helps improve your customer's experience

What business problems are you solving with the product? What benefits have you realized?

I'm given homeowners they account balance. The system makes it easy to get to.

Bright Pattern review by Cem .
Cem .
Validated Reviewer
Verified Current User
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Fast to implement, out of the box complete, working Contact Center Solution"

What do you like best?

It is easy to use, fast to implement. Documantation is clear and easy to understand. The ease of use and obviousness of its user interface for both agents, supervisors and system administrators is a plus. Even without referring to docs one can find its way around.

Everything is web based with the help of a browser plugin, all user interfaces are running in a web browser. Compatible with all major web browsers. Large call center deployments are made easy.

The best outbound dialler for large scale call centers I have seen.

Good quality reporting data accumulation for future reports that may be needed.

What do you dislike?

There is a visible effort of the company, making the integration with third party applications easier but some crucial points are yet missing.

Recommendations to others considering the product

Not a bad idea, go on and see for yourself.

What business problems are you solving with the product? What benefits have you realized?

Productivity of agents gone much higher. Management of outbound predictive dialler campaigns helped our customers to realize more calls in the same time span and as a result of this more profit.

Good built in reporting and being able to add more custom reports made our cutomers have a good visibility of what they are doing and what they should do to perform better.

Bright Pattern review by Scott W.
Scott W.
Validated Reviewer
Review Source
content

"Bright Pattern - a world of difference"

What do you like best?

Documentation and customer support put other CCaaS platforms to shame.

What do you dislike?

Not as well known as 'the big guys' but this also gives us a competitive advantage!

What business problems are you solving with the product? What benefits have you realized?

Ability to take our existing phone system configurations (users, skills, proficiencies, etc.) and migrate into Bright Pattern - top notch!

Bright Pattern review by User
User
Validated Reviewer
Verified Current User
Review Source
content

"Good when it works"

What do you like best?

I like that it is integrated with Zendesk

What do you dislike?

It periodically just logs out and suddenly your missing calls. Like sometimes it's fine for hours, then sometimes it logs you out every 10 minutes.

What business problems are you solving with the product? What benefits have you realized?

Able to allow members to call in under only specific circumstances.

Bright Pattern review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source
content

"Does the job"

What do you like best?

The ease of accessing on a mobile device

What do you dislike?

The manuals/guides are hard to follow and reporting is not customizable within the software itself.

What business problems are you solving with the product? What benefits have you realized?

Customer care contact. The virtual queue option helps keep callers from becoming irate and impatient during periods of high call volume

Bright Pattern review by Administrator
Administrator
Validated Reviewer
Review Source
content

"Difficult integration"

What do you like best?

customer service is usually very prompt.

What do you dislike?

Bugs. Since the upgrade it feels as though there have been more bugs. It's also been extremely sluggish to get our integration completed.

The UI could be easier to use too.

Looking forward to the auditing features that are coming soon.

Bugs with the Virtual callback queue which has prevented us from rolling it out in a timely manner and then still delayed...

What business problems are you solving with the product? What benefits have you realized?

Call distribution. Would be great to have more workforce management built in too.

Bright Pattern review by Internal Consultant
Internal Consultant
Validated Reviewer
Verified Current User
Review Source
content

"Call Center Soft Ware as a Service"

What do you like best?

cloud based, captured recorded calls for review, a lot of different report to manage a call center

What do you dislike?

supervisor view can be better and more simplified

Recommendations to others considering the product

Have a few training session with bright pattern on features functionalities and reports.

What business problems are you solving with the product? What benefits have you realized?

call center management

Bright Pattern review by Brenda  R.
Brenda R.
Validated Reviewer
Review Source
content

"Reporting "

What do you like best?

I like that reports run quick and are easy to find

What do you dislike?

I do not like that when you are pulling calls you can not sort in the columns.

Recommendations to others considering the product

na

What business problems are you solving with the product? What benefits have you realized?

na

Bright Pattern review by Sonny A.
Sonny A.
Validated Reviewer
Review Source
content

"Bright Pattern User Review"

What do you like best?

On the performance side, Bright Pattern is easy to start, highly customizable, fully featured, and very scalable. In minutes, you can have a campaigns set up and running.

On the reporting side, data is easily retrieved for analysis. Call recordings is a welcome feature as it is very useful for training and compliance purposes

Customer service is very good. The staff is knowledgeable and very responsive to questions and requests.

What do you dislike?

List management is good overall, but can be more robust. For example, it would be nice to be able to make changes to a list during a live campaign.

What business problems are you solving with the product? What benefits have you realized?

I wanted to use a system that is easy to deploy, customizable, and cost-efficient. Bright Pattern thus far has been a very good solution

Bright Pattern review by Administrator
Administrator
Validated Reviewer
Review Source
content

"Omni channel "

What do you like best?

There are so many options, if I have questions with anything the support team is very quick to respond.

What do you dislike?

There are so many different use case scenarios I am not sure that we are utilizing the product to the fullest.

What business problems are you solving with the product? What benefits have you realized?

Being able to have multiple agents work multiple platforms, this has really evened out the work load of the agents

Bright Pattern review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Verified Current User
Review Source
content

"director of support "

What do you like best?

call quality , parallel use of agents , simple use

What do you dislike?

lack of proper dashboard , call history on the fly

What business problems are you solving with the product? What benefits have you realized?

the business motivation is calling back to customers

Bright Pattern review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source
content

"VP of Technology"

What do you like best?

The platform has all the channels needed to support your client base in the call center environment.

What do you dislike?

A more robust scripting engine for clients/vendors who don't have a CRM.

What business problems are you solving with the product? What benefits have you realized?

We need to have the Chat feature in our quiver. Support Chat only type business that had not inbound and outbound calling component

Bright Pattern review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source
content

"Good Quality Calling, Decent UI"

What do you like best?

call quality was good, call routing was setup by our admin and functioned correctly.

What do you dislike?

the user interface seemed dated, wasn't very pretty.

What business problems are you solving with the product? What benefits have you realized?

integration with salesforce and better call routing

Learn more about Bright Pattern

Bright Pattern Videos

Kate from G2

Learning about Bright Pattern?

I can help.
* We monitor all Bright Pattern reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.