# 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:** 98 ## 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 the **comprehensive data management** features of Bright Pattern, facilitating seamless call center operations. (1 reviews) - Users value the **all-inclusive features** of Bright Pattern, making call center management efficient and seamless. (1 reviews) ## Bright Pattern Reviews ### 1. Flexible approach to a flexible world **Rating:** 5.0/5.0 stars **Reviewed by:** Marc B. | Head of Operations Support, Enterprise (> 1000 emp.) **Reviewed Date:** July 15, 2020 **What do you like best about Bright Pattern?** 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 We were using an outdated version of their system which was supplied by Aspect so I was sceptical as the version we had was not good but we found out Aspect were selling us a version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 **What do you dislike about Bright Pattern?** 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 **Recommendations to others considering Bright Pattern:** 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 **What problems is Bright Pattern solving and how is that benefiting you?** 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 ### 2. Great experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2020 **What do you like best about Bright Pattern?** The software is easy to use for every agent **What do you dislike about Bright Pattern?** 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. **What problems is Bright Pattern solving and how is that benefiting you?** 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. ### 3. Great contender **Rating:** 5.0/5.0 stars **Reviewed by:** Eric B. | Enterprise (> 1000 emp.) **Reviewed Date:** November 04, 2020 **What do you like best about Bright Pattern?** The people and support amaze as well as strong feature set **What do you dislike about Bright Pattern?** Really nothing to note here overall they meet all needs **Recommendations to others considering Bright Pattern:** Look me up on LinkedIn. I’m happy to help **What problems is Bright Pattern solving and how is that benefiting you?** Added functionality, moving to cloud, offering an Omni channel experience. ### 4. Great Omnichannel platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 10, 2020 **What do you like best about Bright Pattern?** True Omnichannel platform with great flexibility. The implementation timeline is short compared to other ACD platforms. **What do you dislike about Bright Pattern?** Nothing specific. The current integration to the various AI platforms is being improvised and we are looking forward to that. **What problems is Bright Pattern solving and how is that benefiting you?** Cloud based omnichannel solution for our clients. Quick turnaround (less than a week) in standing up a client program on the platform. ### 5. Telephone Unlimited **Rating:** 5.0/5.0 stars **Reviewed by:** Gerardo G. | President, Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2018 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** 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. **Recommendations to others considering Bright Pattern:** 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. **What problems is Bright Pattern solving and how is that benefiting you?** 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. ### 6. Simple to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2020 **What do you like best about Bright Pattern?** 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. **What do you dislike about Bright Pattern?** We will like to see out of the box way to integrate easily chat bot/virtual agent capabilities. **Recommendations to others considering Bright Pattern:** Check the multichannel capabilities. We found it great on managing an creating scripts via web based tool. **What problems is Bright Pattern solving and how is that benefiting you?** Nowadays using the tool working from home without need of a VPN is supporting our customer requirements. ### 7. Omni channel **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Bright Pattern?** 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. **What do you dislike about Bright Pattern?** 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. **What problems is Bright Pattern solving and how is that benefiting you?** 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. ### 8. Bright Pattern for CCaaS **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2020 **What do you like best about Bright Pattern?** Ease of configuration, low cost, and scalability **What do you dislike about Bright Pattern?** Really cannot think of anything, sales cycle is short, tools are easy to use, and configuration is simple. **What problems is Bright Pattern solving and how is that benefiting you?** Easy, fast way to setup work at home agents. Great features, with easy add-ons when needed. ### 9. Bright Pattern is an innovative and easy to use omnichannel contact center software **Rating:** 5.0/5.0 stars **Reviewed by:** Derek G. | Solutions Engineer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2019 **What do you like best about Bright Pattern?** 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. **What do you dislike about Bright Pattern?** 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. **Recommendations to others considering Bright Pattern:** 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. **What problems is Bright Pattern solving and how is that benefiting you?** 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. ### 10. I work everyday with Bright Pattern. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** December 03, 2019 **What do you like best about Bright Pattern?** 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. **What do you dislike about Bright Pattern?** 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. **What problems is Bright Pattern solving and how is that benefiting you?** 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. ### 11. 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. ### 12. Bright Patter Review **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2019 **What do you like best about Bright Pattern?** I can honestly say I do not really like anything about bright pattern. It functions ok, but not easily. **What do you dislike about Bright Pattern?** 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. **What problems is Bright Pattern solving and how is that benefiting you?** I am a user to responds to phone and emails. I resolve the callers issues when possible. ### 13. 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. ### 14. Bright Patterns **Rating:** 4.0/5.0 stars **Reviewed by:** Michelle H. | Customer Service Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** December 03, 2019 **What do you like best about Bright Pattern?** I like that Bright Patterns houses all our incoming emails to our Customer Services giving all staff members the opportunity to work them. **What do you dislike about Bright Pattern?** I do not like that sometimes the body of emails do not come through. Only the sending email address. **What problems is Bright Pattern solving and how is that benefiting you?** Currently no problems. ### 15. 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. ### 16. Bright Patterns Review **Rating:** 4.0/5.0 stars **Reviewed by:** Bryana R. | Customer Service Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2019 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** 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 Bright Pattern:** 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 problems is Bright Pattern solving and how is that benefiting you?** 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. ### 17. 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. ### 18. Bright Pattern Review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2019 **What do you like best about Bright Pattern?** I like the overall look of the user interface. **What do you dislike about Bright Pattern?** 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. **Recommendations to others considering Bright Pattern:** Try it **What problems is Bright Pattern solving and how is that benefiting you?** Bright Pattern makes it easier for supervisors and administrators to see the teams performance. ### 19. 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. ### 20. 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. ### 21. 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. ### 22. 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. ### 23. Bright Pattern **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Enterprise (> 1000 emp.) **Reviewed Date:** December 04, 2019 **What do you like best about Bright Pattern?** Organized, functional and smooth most of the time **What do you dislike about Bright Pattern?** Logs off randomly, doesn't automatically update **What problems is Bright Pattern solving and how is that benefiting you?** Efficient organization of incoming emails ### 24. 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 ### 25. 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 ### 26. 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. ### 27. The Good, The Bad and the Ugly **Rating:** 2.5/5.0 stars **Reviewed by:** Howard F. | CTO, Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2018 **What do you like best about Bright Pattern?** Pretty solid system and can be easy to administer. **What do you dislike about Bright Pattern?** 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 problems is Bright Pattern solving and how is that benefiting you?** 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. ### 28. A Year filled with enhancements and drawbacks **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2018 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** 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 Bright Pattern:** 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 problems is Bright Pattern solving and how is that benefiting you?** all in one solution for voice, chat and email channels of communications with our support staff. ### 29. 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. ### 30. Friendly Service **Rating:** 4.0/5.0 stars **Reviewed by:** Erika F. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2019 **What do you like best about Bright Pattern?** It is very easy to find all of the information that is being requested. **What do you dislike about Bright Pattern?** Sometimes the phone button does not come up. **Recommendations to others considering Bright Pattern:** This product is very easy and friendly to use. It helps improve your customer's experience **What problems is Bright Pattern solving and how is that benefiting you?** I'm given homeowners they account balance. The system makes it easy to get to. ### 31. 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. ### 32. 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! ### 33. Does the job **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Management Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** March 26, 2019 **What do you like best about Bright Pattern?** The ease of accessing on a mobile device **What do you dislike about Bright Pattern?** The manuals/guides are hard to follow and reporting is not customizable within the software itself. **What problems is Bright Pattern solving and how is that benefiting you?** Customer care contact. The virtual queue option helps keep callers from becoming irate and impatient during periods of high call volume ### 34. Great platform, some quirks. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Construction | Small-Business (50 or fewer emp.) **Reviewed Date:** November 07, 2018 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** 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 problems is Bright Pattern solving and how is that benefiting you?** Bright Pattern is our primary voice/text/mms communication platform. ### 35. Reporting **Rating:** 4.0/5.0 stars **Reviewed by:** Brenda R. | Call Center Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 26, 2019 **What do you like best about Bright Pattern?** I like that reports run quick and are easy to find **What do you dislike about Bright Pattern?** I do not like that when you are pulling calls you can not sort in the columns. **Recommendations to others considering Bright Pattern:** na **What problems is Bright Pattern solving and how is that benefiting you?** na ### 36. 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. ### 37. 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. ### 38. Bright Pattern Does What It Says **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2018 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** 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 problems is Bright Pattern solving and how is that benefiting you?** 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. ### 39. Good Quality Calling, Decent UI **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2019 **What do you like best about Bright Pattern?** call quality was good, call routing was setup by our admin and functioned correctly. **What do you dislike about Bright Pattern?** the user interface seemed dated, wasn't very pretty. **What problems is Bright Pattern solving and how is that benefiting you?** integration with salesforce and better call routing ### 40. Difficult integration **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2018 **What do you like best about Bright Pattern?** customer service is usually very prompt. **What do you dislike about Bright Pattern?** 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 problems is Bright Pattern solving and how is that benefiting you?** Call distribution. Would be great to have more workforce management built in too. ### 41. Good when it works **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2018 **What do you like best about Bright Pattern?** I like that it is integrated with Zendesk **What do you dislike about Bright Pattern?** 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 problems is Bright Pattern solving and how is that benefiting you?** Able to allow members to call in under only specific circumstances. ### 42. A decent call center platform with adaptability **Rating:** 3.5/5.0 stars **Reviewed by:** Brett L. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 12, 2018 **What do you like best about Bright Pattern?** 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 about Bright Pattern?** 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 problems is Bright Pattern solving and how is that benefiting you?** Supplementing e-mail support and allowing clients to call for a more streamlined troubleshooting process. ### 43. 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 ### 44. 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 ### 45. director of support **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2018 **What do you like best about Bright Pattern?** call quality , parallel use of agents , simple use **What do you dislike about Bright Pattern?** lack of proper dashboard , call history on the fly **What problems is Bright Pattern solving and how is that benefiting you?** the business motivation is calling back to customers ### 46. 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. ### 47. 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. ### 48. 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 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-05-26+04%3A09%3A57+-0500&secure%5Bsession_id%5D=018959f3-b15d-4c4c-b21b-a1f5b6fc762f&secure%5Btoken%5D=2ba3cde66121969185973d0afd0e240ae159422b48808471c5f12296526acd7c&format=llm_user) ## Bright Pattern Features **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Compliance** - Regulations - Updates - Exemptions **Generative AI** - AI Text-to-Speech **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Management** - Scrubbing - Blocking - Campaign Management - Screening **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Integration** - Phone Systems - Marketing & CRM - Third-Party **Generative AI** - AI Text Generation - AI Text Summarization ## Top Bright Pattern Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,458 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (592 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)