Bright Pattern Reviews & Product Details

-Bright Pattern has some of the most innovative omnichannel features including omnichannel quality management for monitoring 100% of interactions on all channels

-Bright Pattern has a mature offering and experienced executive team of contact center veterans

-One key thing that sets Bright Pattern apart from other vendors is their speed of deployment. They also have great and quick ROI.

-They are a great all-in-one solution but also have out-of-the-box integrations to fulfill the needs of any size of contact center both SMB and Enterprise.

-Pricing is fair and they don't nickel and dime customers

-When customers have a custom request, the answer is nearly always "yes"

-Natively built for the cloud, was built as an omnichannel solution, great QA tools, single view of the customer and agent, screen monitoring and recording, amazing engineering team that keeps innovation constant

-The Sales Engineer, Nick, kicks ass. Great guy, very knowledgeable and helpful. Review collected by and hosted on G2.com.

The name, but that's my problem. I like when a company name tells you what they do. Otherwise, super-solid platform and a great value Review collected by and hosted on G2.com.

It is cloud-based solution which can be accessible anywhere you are. Administration portal is intuitive and building call flows never been this easy. Review collected by and hosted on G2.com.

Documentation need to be more detailed. Also, Bright Pattern needs to start offering certifications. Review collected by and hosted on G2.com.

Bright Pattern is a fully functional contact centre platform in the cloud with the capabilities of an Enterprise Grade contact centre platform. The platform also offers many additional features that aren't as readily available on an Enterprise Grade contact centre without the use of third party applications. Review collected by and hosted on G2.com.

There isn't much to dislike about the platform. Review collected by and hosted on G2.com.

Ease of use, coupled with excellent features.Virtual queue callback should be more of a "thing". Review collected by and hosted on G2.com.

Virtual queue callback should be more of a "thing". Review collected by and hosted on G2.com.

As per the title, it is the flexibility of the system and how easy it is to use, and what takes BP to the next level is the service I receive from them. They want to learn and they want to get even better and to do that they actually engage with their customers.

I was impressed by their original RFP presentation/demo! We were using an outdated version of their system which was supplied by Aspect so I was sceptical as the version we had was not good but we found out Aspect were selling us a version which was 2 years old and everything was simply hard and had to be done their way.

It turned out that feedback we had given aspect, BP had taken and improved their system and actually commented on a few of my employees by names that they were grateful for that and it helped them.

so flexibility simplicity and their engagement is second to none and I would always recommend BP Review collected by and hosted on G2.com.

I haven't had any downsides as of yet and I am sure there will be some from time to time, but I am confident that whatever happens, they will go the extra mile to get it sorted Review collected by and hosted on G2.com.

The software is easy to use for every agent Review collected by and hosted on G2.com.

I would like a better way to customize reports.

The administration of all users, we need to activate and deactivate users, and this is one by one. I would like an option to do this on batch way. Review collected by and hosted on G2.com.

Customer Experience and easy to deploy, integrations etc. Review collected by and hosted on G2.com.

Nothing to mention. More marketing materials would require Review collected by and hosted on G2.com.

The people and support amaze as well as strong feature set Review collected by and hosted on G2.com.

Really nothing to note here overall they meet all needs Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Unfortunately, my primary CRM does not offer the option to integrate with Bright Pattern. My primary CRM is useful for targeting voters and tracking their support of our campaigns, but it does not have the capacity to integrate with external software like Bright Pattern. Review collected by and hosted on G2.com.

We have used multiple capabilities from the platform, the full web based access for both agents/supervisor and admin is great as it allows to used it from anywhere. Review collected by and hosted on G2.com.

We will like to see out of the box way to integrate easily chat bot/virtual agent capabilities. Review collected by and hosted on G2.com.

Very easy to setup a new client in a short duration of time. Review collected by and hosted on G2.com.

Out of the box reporting could be richer and the logic could match the standard ACD platforms. Review collected by and hosted on G2.com.

There are so many options, and they continue to work and improve their software.

The reporting is great they have several reports to choose from, and you can also customize the reports. We continue to find different features and ways to use the system.

The update version of Bright Pattern has improved the look and functionality for the agents utilizing the software. Review collected by and hosted on G2.com.

There are so many different use case scenarios I am not sure that we are utilizing the product to the fullest. I would like to be able to do more customizing of the view the agents see, allowing them to see more of the stats of their own as well as their department. Review collected by and hosted on G2.com.

Ease of configuration, low cost, and scalability Review collected by and hosted on G2.com.

Really cannot think of anything, sales cycle is short, tools are easy to use, and configuration is simple. Review collected by and hosted on G2.com.

I have been using this software for several years now and each release continues to add value to the platform. I have implemented Bright Pattern for multiple contact centers including those using contracted BPO call centers. The platform is easy to use and simple to train others to use. This includes the call flow (scenario) development interface. It is all web based so no special tools or software is required to start a build. I have call center managers at multiple sites that are capable of managing their own development without the assistance of their IT departments. The omnichannel options are great. Inbound voice, web chat, sms chat, and email are easy to use and implement quickly. Outbound voice and marketing campaigns are a little more invasive in their setup but still easy to configure. I think the Inbound web chat is one of my favorite channels. One code snippit embedded in our website and the call center manager can customize and edit the look and feel from within the platform without the need of IT support or a web developer. Wallboards are another great feature addition to the platform. This has given my users the ability to build custom dashboards that can be presented to not only management/supervisors but to all the agents as well. The platform is a stable, the development is easy, and my teams love using it. Review collected by and hosted on G2.com.

I don't have too many dislikes about Bright Pattern as a contact center solution. I do have some enhancements that I think could be added to further improve the functionality. I would like to see some sort of scenario flow for inbound email to customize and build a screen pop. I feel like this functionality in inbound chat and voice flows is powerful and I would like that same capability with handling emails. I would also like to see the built in knowledge base tool expanded to support both email and chat and allow for auto file attachments to emails and chat responses. This would improve an agents handling time for each customer interaction. Review collected by and hosted on G2.com.

Bright Pattern is great tool for multi tasking. It allows me to be working on an email, be on the phone and chat without accidentally answering my email with the chat response. Review collected by and hosted on G2.com.

The one downside to Bright pattern is that the screen is not very bright. I wish there where more color or color options for me to look at all day Or maybe some color coding. Also the ability to pop out the screen into another window for chat so I could have them one on each screen. Review collected by and hosted on G2.com.

Scenarios are very powerful, full omnichannel capabilities, well-integrated into Zendesk and a team that is interested in solving our problems. Review collected by and hosted on G2.com.

They are not equal in their omnichannel support. Their calling is better than chat, but it is improving. Review collected by and hosted on G2.com.

I can honestly say I do not really like anything about bright pattern. It functions ok, but not easily. Review collected by and hosted on G2.com.

There is so much that needs to be improved. The layout of a long back and forth email string is confusing. There is no way to enter in pre set signatures to easily and quickly response to emails. Bright Pattern will log me out often. It has logged me out up to 6 times in one shift. If I am on a call when this happens, it hangs up on the person and we have no way of retrieving the call information to be able to call them back. There is no way to easily find emails. I cannot even find emails I have previously sent, so if for any reason I need to recall an email, I can't. Review collected by and hosted on G2.com.

I love the soft phone feature in Bright Pattern it allows me to work in office or at home and get emails and phone calls from the que in a timely fashion. It allows me to do my job effectively.The chat feature is helpful too, Review collected by and hosted on G2.com.

I do not like no alert or noise when an email is coming in like it does with a phone call comes in to our support center. When the email push does not work I have to grab them and this is timely to do with my job. Review collected by and hosted on G2.com.

I like that Bright Patterns houses all our incoming emails to our Customer Services giving all staff members the opportunity to work them. Review collected by and hosted on G2.com.

I do not like that sometimes the body of emails do not come through. Only the sending email address. Review collected by and hosted on G2.com.

Platform is very reliable. Team is great to work with and we have no problem with integrating our applications Review collected by and hosted on G2.com.

We do not see any shortfalls in the platform. Only downside is that it is not one of the widely used platforms so we do not have a lot of benchmarks and case studies. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I like the overall look of the user interface. Review collected by and hosted on G2.com.

I do not like that you cannot hear when you are receiving an email like you can when you receive a chat message or phone call. Review collected by and hosted on G2.com.

I love the stability of Bright Pattern. We previously had used in Contact and it seemed to endlessly crash, but that very rarely happens with Bright Pattern. Review collected by and hosted on G2.com.

The only thing I dislike as a user is that when you need to review a call, it takes about 20 minutes to be able to retrieve that. Review collected by and hosted on G2.com.

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). Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.