Bright Pattern Reviews & Product Details

CTO
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product:

If you are on the bubble, buy it. Period. Review collected by and hosted on G2.com.

What 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! Review collected by and hosted on G2.com.

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Bright Pattern Overview

What is Bright Pattern?

Bright Pattern provides the simplest and most powerful AI-powered omnichannel contact center software for innovative midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform with embedded AI that can be deployed quickly and nimbly by business users—without costly professional services. Bright Pattern allows companies to offer an effortless and personal customer experience across channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also allows companies to measure and act on every interaction on every channel via embedded AI omnichannel quality management. The company was founded by a team of industry veterans who pioneered the leading contact center solutions and today are delivering an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages.

Bright Pattern Details
Product Description

Cloud-based contact center software

How do you position yourself against your competitors?

The heart of Bright Pattern’s Cloud Contact Center software is a powerful omnichannel engine. It was designed for omnichannel interactions across any combination of voice, video, and digital channels:

Inbound, Outbound, and IVR for voice and video.
Support for all digital channels including Email, Chat, Social, Mobile In-App, and Messaging.
Seamless channel switching and escalation.
Monitoring, Reporting, and Quality Management consistent across channels.


Seller Details
Seller
Bright Pattern
Company Website
Year Founded
2010
HQ Location
San Bruno, CA
Twitter
@BrightPatternUS
2,908 Twitter followers
LinkedIn® Page
www.linkedin.com
62 employees on LinkedIn®
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Bright Pattern Reviews

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

-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.

What do you dislike?

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.

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

No more disparate systems for voice, chat, email and SMS. Single unified system with a "single pane of glass" UI

No siloed data - all data across all channels is unified

Great QA which helps to continually improve operations, agent performance and CX

Easily integrated with CRM, ticketing system and WFM Review collected by and hosted on G2.com.

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Senior Supervisor Service Desk
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product:

If you are looking for an Omni-channel solution, this is the right product for you.

It has integration to other CRMs as well. They also listen to your suggestions to improve the product. Review collected by and hosted on G2.com.

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

We can turn up new contact centers in matter of day. Review collected by and hosted on G2.com.

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Chief Technology Officer
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product:

If you are looking for an easily deployable and simplistic cloud contact centre platform, Bright Pattern has everything you require to get your business heading in the right direction. Review collected by and hosted on G2.com.

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

With the recent changes in business behaviour with COVID-19, many clients are looking for options to work from home and because Bright Pattern is completely cloud ready and accessible from anywhere in the world its a great fit for many companies looking to solve these business challenges. Review collected by and hosted on G2.com.

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Head of Operations Support
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

forget about the big boys in the market as you have to do it their way, go with BP for a personal approach and they will work with you all the way Review collected by and hosted on G2.com.

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

now these are done with many companies but text to speech and speech to text, personalisation, quick payment links by SMS and just how simple it is to do all of this. I have a concrete project about the customer experience and how the IVR after the Web is the first touchpoint of the customer and BP are fully committed to helping me do this and are already in preparation for future stages of the project even though we are not there yet Review collected by and hosted on G2.com.

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AN
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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

What do you dislike?

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.

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

The implementation of a virtual call center. We do not have an office for all agents, we have a lot of agents work virtual from their home. Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product:

Best solution to buy Review collected by and hosted on G2.com.

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

Integrations and working in strict timelines Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product:

Look me up on LinkedIn. I’m happy to help Review collected by and hosted on G2.com.

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

Added functionality, moving to cloud, offering an Omni channel experience. Review collected by and hosted on G2.com.

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President
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
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. Review collected by and hosted on G2.com.

What do you dislike?

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.

Recommendations to others considering the product:

This is a comprehensive solution that is very powerful. If you need a unified communications solution that can handle corporate level traffic, this should be at the top of your consideration list. Review collected by and hosted on G2.com.

What 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 by providing an algorithm to dial outgoing telephone numbers quickly and reducing the amount of wasted time our agents take to speak with another customer. Review collected by and hosted on G2.com.

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CT
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Check the multichannel capabilities. We found it great on managing an creating scripts via web based tool. Review collected by and hosted on G2.com.

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

Nowadays using the tool working from home without need of a VPN is supporting our customer requirements. Review collected by and hosted on G2.com.

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EI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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

What do you dislike?

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.

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

Cloud based omnichannel solution for our clients. Review collected by and hosted on G2.com.

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AR
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

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. 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.

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

This platform has let us work all of our interactions with one interface. We are able to utilize it with our phone calls, chats and emails. This has helped with time management of my agents so they are no longer going from program to program. Review collected by and hosted on G2.com.

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CC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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

What do you dislike?

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.

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

Easy, fast way to setup work at home agents. Great features, with easy add-ons when needed. Review collected by and hosted on G2.com.

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Solutions Engineer
Information Technology and Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

My best advice is to read the resource documentation and find a training course that will launch you into rapid development and deployment. Bright Pattern can implement your platform very quickly but then you will need to start building. A training event is the quickest way to get started. I have personally been able to build a light weight call center in a day, a medium size call center in a week, and a large call center with integrations and IVR in a few weeks. Review collected by and hosted on G2.com.

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

Currently migrating away from using multiple platforms to manage our contact center channels. Primarily with email and chat. This is giving us one place for agents to turn to support their customers. No more logging into multiple systems and having multiple screens up for agents to manage. The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day. We are benefiting from running Bright Pattern as a hosted solution and no longer managing the amount of infrastructure we had to in the past. Review collected by and hosted on G2.com.

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CR
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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.

What do you dislike?

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.

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

With Bright Pattern we are more efficiently answering our customers in a timely matter. Also it helps distribute the customers so they are not on hold for long periods of time. Bright pattern assist with customer follow up and retention. Review collected by and hosted on G2.com.

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Director, Operations Technology
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Use Bright Pattern if you need to integrate or have custom needs. Their scenarios are awesome! Review collected by and hosted on G2.com.

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

We use it for all calling and chat support. We have improved our answer rate for support calls and have been able to bring more agents to chat with the level of Integration with Zendesk. Review collected by and hosted on G2.com.

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UM
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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.

What do you dislike?

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.

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

I am a user to responds to phone and emails. I resolve the callers issues when possible. Review collected by and hosted on G2.com.

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UH
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Definitely recommend it to Human resource field companies. it is a great solution and offers a of benefits for our industry Review collected by and hosted on G2.com.

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

By using Bright pattern I am able to communicate effectively with my retail partmers in a positive and productive way. It is timely and it helps me to see my overall performance with how many phones calls and emails I answer and respond to for my dashboard. it is so much better than incontact was when it works. Review collected by and hosted on G2.com.

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Customer Service Supervisor
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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.

What do you dislike?

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.

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

Currently no problems. Review collected by and hosted on G2.com.

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Vice President Sales & Marketing
Marketing and Advertising
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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.

What do you dislike?

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.

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

Brightpattern serves as our backbone for our entire BPO @home team. We utilize their omni-channel platform, 100% cloud based. Review collected by and hosted on G2.com.

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Customer Service Agent
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

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Head of Customer Support
Wireless
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

My off shore team has explained other systems do not compare to the reliability of being availble / connectivity. Review collected by and hosted on G2.com.

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

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UR
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product:

Try it Review collected by and hosted on G2.com.

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

Bright Pattern makes it easier for supervisors and administrators to see the teams performance. Review collected by and hosted on G2.com.

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Senior Customer Service Rep
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

It Will be an improvement over what you are working with now! Review collected by and hosted on G2.com.

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

It is easy to use. I also like that emails, SMS messaging and Chat are all incorporated into the platform. It makes for easy communication across multiple services. Review collected by and hosted on G2.com.

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AO
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
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). Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

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EO
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
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. Review collected by and hosted on G2.com.

What do you dislike?

They could improve on the UC aspects of the platform. Review collected by and hosted on G2.com.

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

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