--- title: Bright Pattern Reviews meta_title: 'Bright Pattern Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 99 reviews by the users' company size, role or industry to find out how Bright Pattern works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 99 scale: '5' date_modified: '2026-08-07' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Bright Pattern Reviews **Vendor:** Bright Pattern **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.4/5.0 **Total Reviews:** 99 ## About Bright Pattern Bright Pattern is the leading AI-powered, omnichannel contact center platform trusted by over 500 customers across 26 countries. Recognized for the fastest deployment time and highest ROI in the industry, Bright Pattern consistently ranks as the #1 contact center platform. Our cloud-native platform offers unparalleled flexibility, allowing deployment in the cloud, on-premises, or in a private cloud environment. All deployments support the latest Workforce Management (WFM) capabilities, AI innovations, and emerging CX features. Bright Pattern's cutting-edge solution empowers businesses of all sizes to deliver exceptional customer experiences through seamless omnichannel communication, advanced AI capabilities, and rapid integration with existing systems. Experience the future of customer engagement at www.brightpattern.com. ## Bright Pattern Pros & Cons **What users like:** - Users appreciate that Bright Pattern offers all necessary tools for **comprehensive call center data management** in one place. (1 reviews) - Users value the **comprehensive features** of Bright Pattern, which fully support effective call center management. (1 reviews) ## Bright Pattern Reviews ### 1. Great Omni-channel Support Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Sean R. | Director, Operations Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** December 03, 2019 **What do you like best about Bright Pattern?** Scenarios are very powerful, full omnichannel capabilities, well-integrated into Zendesk and a team that is interested in solving our problems. **What do you dislike about Bright Pattern?** They are not equal in their omnichannel support. Their calling is better than chat, but it is improving. **Recommendations to others considering Bright Pattern:** Use Bright Pattern if you need to integrate or have custom needs. Their scenarios are awesome! **What problems is Bright Pattern solving and how is that benefiting you?** 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. ### 2. Retail support Representative **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2019 **What do you like best about Bright Pattern?** 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, **What do you dislike about Bright Pattern?** 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. **Recommendations to others considering Bright Pattern:** Definitely recommend it to Human resource field companies. it is a great solution and offers a of benefits for our industry **What problems is Bright Pattern solving and how is that benefiting you?** 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. ### 3. Reliable omni-channel move to the cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Othmar M. | Vice President Sales & Marketing, Marketing and Advertising, Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2019 **What do you like best about Bright Pattern?** Platform is very reliable. Team is great to work with and we have no problem with integrating our applications **What do you dislike about Bright Pattern?** 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. **What problems is Bright Pattern solving and how is that benefiting you?** Brightpattern serves as our backbone for our entire BPO @home team. We utilize their omni-channel platform, 100% cloud based. ### 4. Outstanding Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Sal Y. | Head of Customer Support, Wireless, Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** 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 Bright Pattern:** My off shore team has explained other systems do not compare to the reliability of being availble / connectivity. **What problems is Bright Pattern solving and how is that benefiting you?** 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. ### 5. More stable than other platforms. **Rating:** 4.5/5.0 stars **Reviewed by:** Dave W. | Senior Customer Service Rep, Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2019 **What do you like best about Bright Pattern?** 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. **What do you dislike about Bright Pattern?** 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. **Recommendations to others considering Bright Pattern:** It Will be an improvement over what you are working with now! **What problems is Bright Pattern solving and how is that benefiting you?** 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. ### 6. Great Telephony/Chat Solutions Partner **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2019 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** 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 Bright Pattern:** 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 problems is Bright Pattern solving and how is that benefiting you?** 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. ### 7. Best Omnichannel contact center platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** April 12, 2019 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** They could improve on the UC aspects of the platform. **What problems is Bright Pattern solving and how is that benefiting you?** Needed a omnichannel solution capable of tracking the entire customer journey across all channels. ### 8. Easy to Administer and Powerful Features **Rating:** 5.0/5.0 stars **Reviewed by:** Howard L. | Vice President, Solutions Consulting, Telecommunications, Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2019 **What do you like best about Bright Pattern?** Ease of administration, loaded with features, rock-solid stability, very secure. **What do you dislike about Bright Pattern?** Limitation to 10 global questions for quality scoring. **Recommendations to others considering Bright Pattern:** Ask for discounts for prepaying annually. **What problems is Bright Pattern solving and how is that benefiting you?** I have been able to offer BrightPattern to solve my clients needs for omnichannel routing, interaction management, and strong reporting. ### 9. Integrator **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 08, 2019 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** 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 problems is Bright Pattern solving and how is that benefiting you?** you avoid length of deployment, and the multi interfaces ### 10. Zipwire 3rd line support **Rating:** 4.5/5.0 stars **Reviewed by:** Artyom C. | Senior Network Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Bright Pattern?** We have got most issues resolved in a timely manner once Aspect reached out with our cases to bright pattern **What do you dislike about Bright Pattern?** We consumed a product of bright pattern that was sold by Aspect, so support for complex cases took time until it reached developers. **What problems is Bright Pattern solving and how is that benefiting you?** Contact centre management and reporting ### 11. BrightPattern is the best customer service I have ever had. **Rating:** 5.0/5.0 stars **Reviewed by:** Keith M. | CTO, Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2018 **What do you like best about Bright Pattern?** Customer service. Brightpattern Customer Service is second to none. Have not dealt with better in 25+ years of IT Experience. **What do you dislike about Bright Pattern?** 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 Bright Pattern:** Best decision you will ever make. Much better ROI than the other cloud telephony providers. **What problems is Bright Pattern solving and how is that benefiting you?** Low cost service, High uptime, superior customer service. ### 12. Excellent service **Rating:** 4.5/5.0 stars **Reviewed by:** Sujay N. | Contact Center Systems Administrator, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** March 07, 2019 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** Our sytems are not set up correctly to integrate all our systems. which would make life so much easier. **Recommendations to others considering Bright Pattern:** Good software, easy to use. Excellent support **What problems is Bright Pattern solving and how is that benefiting you?** We moved away from a reseller of the product due to their bad service, massive difference in service. The guys are extremely helpful. ### 13. Bright Pattern is the best softphone VoIP provider we've found **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2018 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** Some set-up is confusing and counter-intuitive **What problems is Bright Pattern solving and how is that benefiting you?** Multiple site, multiple team phone system that keeps us connected to our customers. ### 14. Bright Pattern - a world of difference **Rating:** 5.0/5.0 stars **Reviewed by:** Scott W. | Solutions Architect - Azure, Mid-Market (51-1000 emp.) **Reviewed Date:** March 26, 2019 **What do you like best about Bright Pattern?** Documentation and customer support put other CCaaS platforms to shame. **What do you dislike about Bright Pattern?** Not as well known as 'the big guys' but this also gives us a competitive advantage! **What problems is Bright Pattern solving and how is that benefiting you?** Ability to take our existing phone system configurations (users, skills, proficiencies, etc.) and migrate into Bright Pattern - top notch! ### 15. Bright Pattern for Call Center **Rating:** 5.0/5.0 stars **Reviewed by:** Nicole n. | Patient Service Representative, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2018 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** I don't like that sometimes Bright Pattern drops calls. **What problems is Bright Pattern solving and how is that benefiting you?** Getting Health Insurance Member's to the correct department. ### 16. Bright Pattern continues to excel **Rating:** 4.5/5.0 stars **Reviewed by:** Alex G. | President, Small-Business (50 or fewer emp.) **Reviewed Date:** December 06, 2018 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** I would say some of the navigation/functionality can be slightly more user friendly. Probably, UI issue, struggled few times. **What problems is Bright Pattern solving and how is that benefiting you?** Increased productivity mostly, but also agent's higher level of satisfaction and better flexibility, in comparison with some competitors. ### 17. Call Center Soft Ware as a Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2018 **What do you like best about Bright Pattern?** cloud based, captured recorded calls for review, a lot of different report to manage a call center **What do you dislike about Bright Pattern?** supervisor view can be better and more simplified **Recommendations to others considering Bright Pattern:** Have a few training session with bright pattern on features functionalities and reports. **What problems is Bright Pattern solving and how is that benefiting you?** call center management ### 18. VP of Technology **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2018 **What do you like best about Bright Pattern?** The platform has all the channels needed to support your client base in the call center environment. **What do you dislike about Bright Pattern?** A more robust scripting engine for clients/vendors who don't have a CRM. **What problems is Bright Pattern solving and how is that benefiting you?** We need to have the Chat feature in our quiver. Support Chat only type business that had not inbound and outbound calling component ### 19. It actually works and almost no outages in 3 years. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2017 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** 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 Bright Pattern:** if you're looking for a well priced option for customer support solutions. I would recommend BP. **What problems is Bright Pattern solving and how is that benefiting you?** It is our phone system, it works great, it does chat too; which has been an enormous help. ### 20. Fast to implement, out of the box complete, working Contact Center Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Cem . | Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2015 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** 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 Bright Pattern:** Not a bad idea, go on and see for yourself. **What problems is Bright Pattern solving and how is that benefiting you?** 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. ### 21. Bright Pattern User Review **Rating:** 4.5/5.0 stars **Reviewed by:** Sonny A. | CMO/COO, Consumer Services, Small-Business (50 or fewer emp.) **Reviewed Date:** March 24, 2015 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** 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 problems is Bright Pattern solving and how is that benefiting you?** 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 Discussions - [What improvements would you recommend for Bright Pattern to better meet your contact center needs?](https://www.g2.com/discussions/what-improvements-would-you-recommend-for-bright-pattern-to-better-meet-your-contact-center-needs) - 1 comment - [What is the use of Bright Pattern?](https://www.g2.com/discussions/what-is-the-use-of-bright-pattern) - 1 comment - [What is cloud based contact center?](https://www.g2.com/discussions/what-is-cloud-based-contact-center) - 1 comment - [View Bright Pattern pricing details and edition comparison](https://www.g2.com/products/bright-pattern/reviews?filters%5Bnps_score%5D=5&page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-12+11%3A26%3A10+-0500&secure%5Bsession_id%5D=5f822974-7b39-4a95-b379-67caf62b1929&secure%5Btoken%5D=f05e46b0d181ccf0ae1f9b9e8fef515fb87a5b880f786f8bfffa34b8d86a67af&format=llm_user) ## Bright Pattern Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Additional Functionality** - Incident Management - Real-Time Monitoring - Evidence Management - Risk Alerts - Reporting & Statistics - Third-Party Integrations - Workflow Management - Risk Analysis - Sarbanes-Oxley Compliance - Single Sign On - Compliance Management - Policy Management - Real-Time Reporting - Audit Trail - Assessment Management - HIPAA Compliant - Operational Risk Management - Document Storage - Enterprise Risk Management - Data Visualization - Configurable Workflow - Vendor Management - IT Risk Management - User Management - Issue Management - Internal Controls Management - AI Copilot - Environmental Compliance - Customizable Reports - Data Import/Export - Risk Management - API - Document Management - Risk Assessment - Activity Dashboard - Task Management - Audit Management - Generative AI - Governance - Corrective and Preventive Actions (CAPA) - Alerts/Notifications - FDA Compliance - Secure Data Storage - Approval Process Control - Version Control **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Compliance** - Regulations - Updates - Exemptions **Generative AI** - AI Text-to-Speech - Generative AI **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Management** - Scrubbing - Blocking - Campaign Management - Screening **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Performance** - Third-Party Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Integration** - Phone Systems - Marketing & CRM - Third-Party **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation ## Top Bright Pattern Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,468 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (604 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)