# 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** capabilities of Bright Pattern for effective call center operations. (1 reviews) - Users value the **all-in-one solution** of Bright Pattern, which effectively supports their call center management needs. (1 reviews) ## Bright Pattern Reviews ### 1. Great for Scalability. **Rating:** 4.0/5.0 stars **Reviewed by:** Jamie H. | Customer Service Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** August 28, 2024 **What do you like best about Bright Pattern?** I love how seamless it all is multiple channels all in one place. **What do you dislike about Bright Pattern?** There is quite a high learning curve once you start working with bright pattern. **What problems is Bright Pattern solving and how is that benefiting you?** I felt Bright pattern had helped us to communicate with customers a lot easier accross multiple platforms for example the customer has emailed we can easily call them by selecting there contact details and make a direct call. ### 2. Easy Comfortable tool **Rating:** 5.0/5.0 stars **Reviewed by:** Moustafa Y. | Contact Center Operations Manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2024 **What do you like best about Bright Pattern?** All we need is included to manage a call center **What do you dislike about Bright Pattern?** Actually nothing specific to mention as its easy go **What problems is Bright Pattern solving and how is that benefiting you?** I was having a problem before for the reporting tool, but now I have all in one ### 3. Wonderful and educational. **Rating:** 5.0/5.0 stars **Reviewed by:** AMY B. | Customer Service Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** August 21, 2024 **What do you like best about Bright Pattern?** How easy it was to navigate. The customer support was just wonderful, and the implementation was just easy. **What do you dislike about Bright Pattern?** There was nothing to dislike. I thought it was just wonderful to use. **What problems is Bright Pattern solving and how is that benefiting you?** It takes stress away from your work, and it helps you become affective in your interactions with your customers. ### 4. Great Platform, Excellent Support Team! **Rating:** 5.0/5.0 stars **Reviewed by:** Nicole C. | Director of Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about Bright Pattern?** The confiuuration and impelemtation proess was thorough and easy at the same time. The simplementation team was excellent to work with and still meets with us regularly to ensure we are getting the most out of the platform. **What do you dislike about Bright Pattern?** I don't find any real downside to the system. When we have a recommendation for a new feature, our team works with us toget it priotitized. **What problems is Bright Pattern solving and how is that benefiting you?** As a small to midsized company, we were having trouble getting attention to our requests and any problems with our last system. With Bright Pattern, we have a dedicated account manager and regualr meetings to resolve any issues or requersts for features. The system is truly omni-channel, which allows us to connect with our customers in the way that fits their needs, and continue in a different channel if that makes the most sense for their issue. ### 5. Great Product and Amazing Support Team **Rating:** 5.0/5.0 stars **Reviewed by:** Bryan S. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2023 **What do you like best about Bright Pattern?** Bright Pattern is an incredibly user friendly program and was very easy to set up. Additionally, any questions or issues we've had have been quickly resolved and been handled with great care. **What do you dislike about Bright Pattern?** I've thought about negative comments to write, but Bright Pattern is our most user friendly and preferred cloud service solution. We compare all other vendors to their service. **What problems is Bright Pattern solving and how is that benefiting you?** When we migrated to the cloud, we needed a simple product that our agents could learn quickly. BrightPattern has a straightforward user interface that isn't "too busy" and I'm able to get agents trained to easily take calls within 15 minutes. They're responsive to user feedback and open to accepting feature requests. ### 6. A smaller company that was truly built as an omnichannel platform solution. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2023 **What do you like best about Bright Pattern?** The support during implementation and post implementation has been amazing. Even when we were having challenges Bright pattern has been open about making changes in the future to meet our needs. They continue to meet with us weekly even months after deployment. We have been extremly happy with the level of investment and attention to detail so far. **What do you dislike about Bright Pattern?** Being a smaller and newer company they lack some functionality that we took for granted on our previous system. The reporting has been a challnge since we have to take the raw data and make our own reporting. This adds another level of complexity when trying to launcha new system and then understand the best way to optimize performance with the system and with our agents. **What problems is Bright Pattern solving and how is that benefiting you?** Bright Pattern has allowed our agents a one stop shop location for any contact they are working on. Regarless if its phone, email or chat the platform handles all contacts with ease. The system also does not limit you on the amount of templates or knowlwedgebase articles. This has aided our agents to access and utilyze information in one location. ### 7. Experience using Bright Pattern **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2024 **What do you like best about Bright Pattern?** It gives the best omnipresent options to thw organization. **What do you dislike about Bright Pattern?** I did not like the part of lack of customization aspect of and configurability of the user interface. **What problems is Bright Pattern solving and how is that benefiting you?** Our team used it for customer sucess and analysis for betterment of communication experience. ### 8. Excellent product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Automotive | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2023 **What do you like best about Bright Pattern?** Bright Pattern is a fantastic call center telephony system with many in and out of the box options for managing customer contacts. **What do you dislike about Bright Pattern?** While Bright Pattern is a top notch phone system, there is room for improvement when it comes to handling high volumes of email contacts. **What problems is Bright Pattern solving and how is that benefiting you?** The majority of issues that we've experienced with the system is around handling email contacts, but the support team has been extraordinarily helpful in this area. They are highly familiar with how their system works, and have customized several things to meet our needs already, with plans to do more over time. ### 9. Great automation potential! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about Bright Pattern?** The functionality and flexibility in the voice and chat scenarios are fantastic and provide huge potential for automation! I also love how much control we have to build our own functionality. **What do you dislike about Bright Pattern?** Email is missing the level of functionality available for chat and voice contacts, and is therefore lacking in the ability to prioritize and automate. **What problems is Bright Pattern solving and how is that benefiting you?** Our goal is to reduce contacts. With the ability to automate much of our voice and chat contacts, as well as omnichannel routing, we will be able to quickly provide more self service options to our customers - reducing overall contacts! ### 10. Solid Call Center Sotware **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2023 **What do you like best about Bright Pattern?** BP is highly felxible and potential adaptions have always been implemented. I personally liked the onboarding team (David Panel was great help). The system is very wide in functions and many things can be tailored to the software you need. **What do you dislike about Bright Pattern?** There are no actual AI features in BP - these are just subcontrated to IBM and costs are fowarded. Nothing "amazingly modern" revealed to me. **What problems is Bright Pattern solving and how is that benefiting you?** Many little things were implemented and they really helped with the phone number provider. As I am new to the field, this was quite valueable support. ### 11. Excellent product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Bright Pattern?** This product encompasses more of what we wanted than any other product. It's very fluid and was easy to incorporate with Avaya. With support's help, we could switch to this contact center with no downtime. **What do you dislike about Bright Pattern?** We want the ability to have a headset that you can push a button on so we can answer calls easier. Having the ability to push a button to answer a call when you can hear the audible tones would help our agents multitask better. This minor enhancement is the only thing we'd be looking for, and otherwise, there's nothing that we dislike about Bright Pattern. **What problems is Bright Pattern solving and how is that benefiting you?** Bright Pattern is allowing us to communicate with our members in various ways, all within one platform. This also gives us the tools to improve our communications and metrics on how our calls are handled. ### 12. Excelent **Rating:** 5.0/5.0 stars **Reviewed by:** Aguasanta G. | support manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 02, 2022 **What do you like best about Bright Pattern?** We find the bright pattern platform an excellent tool for managing interactions with our customers, we use all channels and with this we offer an excellent experience. additionally the agent interface is very friendly and intuitive, as the configuration is very simple. **What do you dislike about Bright Pattern?** so far we have not had anything to disguise us **What problems is Bright Pattern solving and how is that benefiting you?** Offer several communication channels and let our customers choose the most appropriate one. The reports help a lot in the management of the contact center operation. Having a contact history helps our agents to have a better command of the customer. ### 13. Amazing - love Bright Pattern! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2023 **What do you like best about Bright Pattern?** The system itself - easy to use and understand. **What do you dislike about Bright Pattern?** The reporting section could use a bit more canned reports. It leaves a bit to the imagination. **What problems is Bright Pattern solving and how is that benefiting you?** Access into agent stats, queue stats, etc. ### 14. BP provided individual guided onboarding, customization, training and resources. Highly recommend! **Rating:** 5.0/5.0 stars **Reviewed by:** Ginger S. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Bright Pattern?** I liked the help explaining and building what our company needed. I like that I have a person I can talk to or email when I need something - that is Highly valuable to me! **What do you dislike about Bright Pattern?** I wish the integration with our company software was a little more robust. **What problems is Bright Pattern solving and how is that benefiting you?** It is solving our ability to train our customer service representatives, track and see call center reporting and provide amazing customer service to our clients! ### 15. Bright Pattern is a solid platform with alot of room for improvements. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Bright Pattern?** The website has a lot of different options. I like how all the employees are viewable in one spot and that you are able to sort through many filters to see exactly what you want. **What do you dislike about Bright Pattern?** There are some tabs that are missing like outbound talk time. The one major issue that I have found is that the All Teams Agents sections sometimes disappears. Tech started looking into the issue but has never gotten back to me. **What problems is Bright Pattern solving and how is that benefiting you?** Bright Pattern makes alot of information available in a small space so it is able to keep track of everyone without going too deep into the system. It is efficient. ### 16. Useable but integrations could use some bolstering **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Bright Pattern?** One of the great things about Brightpattern was the ability to screen record the agents so we can have another layer of quality to quantify or go over. We really like that so we can hone in on in-call skills. **What do you dislike about Bright Pattern?** Their integration into Salesforce has been spotty as best and we are still trying to find the right solution to some issues we see happen regularly. We would love to see it work better with omnichannel as well. **What problems is Bright Pattern solving and how is that benefiting you?** We need telephones for our agents in the contact center and brightpattern was the only one. I wish we benefitted more out of this. ### 17. Review **Rating:** 5.0/5.0 stars **Reviewed by:** Shawn S. | Director Of Marketing And Development, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2023 **What do you like best about Bright Pattern?** The ease of use I would say. The simple well crafted layout really helps our teams become more efficient with their work. Ive worked with a few different companies and they are always seem complicated and thrown together. **What do you dislike about Bright Pattern?** I like everything about it for the most part. Again, developing a product that everyone can use is supper important. Just continue down that path and I believe the consumers will love it. **What problems is Bright Pattern solving and how is that benefiting you?** Qaulity of service we provide to our guests. Bright Pattern has help us provide excellence through quality assurance which inturn provides a better guest experience. ### 18. Bright Pattern is a great company to partner. **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica O. | IT Support Services Operations Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2023 **What do you like best about Bright Pattern?** The support you receive from Bright Pattern on all levels is very helpful. Everyone is quick to respond and helps you until you have resolution. **What do you dislike about Bright Pattern?** I do not have any downsides to using Bright Pattern. **What problems is Bright Pattern solving and how is that benefiting you?** We have high volumes of calls. We are able to add and remove agents to queues in an instant which helps in flexibility. ### 19. Excellent Service **Rating:** 5.0/5.0 stars **Reviewed by:** Bonnie B. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Bright Pattern?** Dialing Features and customizable campaigns allow us to keep up with the ever-changing solar market **What do you dislike about Bright Pattern?** It can be a little confusing to use as an admin without training, it doesn't have the most intuitive UI **What problems is Bright Pattern solving and how is that benefiting you?** Bright Pattern helps our company reach however many homeowners for solar, we've improved our sales every months since we made the switch ### 20. Great company to work with! **Rating:** 4.0/5.0 stars **Reviewed by:** Richard E. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Bright Pattern?** BrightPattern's reps are very helpful and understanding. **What do you dislike about Bright Pattern?** I wish there was a mobile app that allowed agents to make and receive calls/texts. **What problems is Bright Pattern solving and how is that benefiting you?** We had an issue with talk and text time being combined on reports but after discussing it with their reps they were able to customize a special report for us. ### 21. When looking for a solution for our most important client's, we choose Bright Pattern. **Rating:** 5.0/5.0 stars **Reviewed by:** Gustavo S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Bright Pattern?** The platform's scalability, performance and stability is what draws our attention. **What do you dislike about Bright Pattern?** This choices this platform offers can become overwhelming, but overall, these customization options set this platform apart from others. **What problems is Bright Pattern solving and how is that benefiting you?** The ease of scalability and customization options is what sets Bright Pattern apart. One of our many clients at our contact center is an emergency services provider. This means when we need to spin up a contact center environment within days and bring it down just as quickly, we have that option with Bright Pattern. ### 22. Bright Pattern **Rating:** 4.0/5.0 stars **Reviewed by:** Lisa Y. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2023 **What do you like best about Bright Pattern?** Kelly was/is my mentor, and I have learned so much from her! I have a great relationship with their support group, which is tentative to our needs. **What do you dislike about Bright Pattern?** When tickets are referred to their engineers/development team, they are not very responsive. I have to reach out a few times to get updates. **What problems is Bright Pattern solving and how is that benefiting you?** I cannot think of anything at the moment. ### 23. BrightPattern is a powerful omnichannel tool. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2023 **What do you like best about Bright Pattern?** Pros: Highly scalable, Robust Software features (agent dashboard, click-to-call, REST APIs, CRM integration, Speech recognition, Forecasting), WFO features **What do you dislike about Bright Pattern?** Cons: Granularity/Complexity of call and workflow configurations, limited UI personalization, Product Enhancement Requests not always provided in a timely manner **What problems is Bright Pattern solving and how is that benefiting you?** We use Bright Pattern for several clients and appreciate true omnichannel capabilities and ease of integration with CRMs, and robust QA and WFM features. Operations productivity has increased. ### 24. BrightPattern Omnichannel Software **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Bright Pattern?** 1. It is easy to use. 2. Customizable 3. CRM can be customized to what you need for the projects. 4. Support **What do you dislike about Bright Pattern?** I don't have any complaints in the system since they able to resolved my system requirements. **What problems is Bright Pattern solving and how is that benefiting you?** When we are having a problem to setup new project requirements. The bright pattern support helps us to resolve it. ### 25. Is a great cloud system, with higt stability and scalability **Rating:** 5.0/5.0 stars **Reviewed by:** Manuel R. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Bright Pattern?** The admin and agent connectión The way to handle the customer interactions Look and feel, friendly to each user Fast and easy configuration for administrator **What do you dislike about Bright Pattern?** I just had some troubles with the system, and sometimes the operation team is slow to give answers. Usually, the request was attended fastly **What problems is Bright Pattern solving and how is that benefiting you?** Unified the costumer's interactions, handled outbound services ### 26. Great product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Bright Pattern?** Product features and capabilities are outstanding and there are frequent innovations and new features being released. **What do you dislike about Bright Pattern?** Support is very slow, particularly where carrier issues are concerned. **What problems is Bright Pattern solving and how is that benefiting you?** We provide outsourced call center services and use BrightPattern as our ACD system. ### 27. I love all the features of Bright Pattern, and it is easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Bright Pattern?** It is not hard to use bright pattern, the Customer service reps are really helpful and very responsive. **What do you dislike about Bright Pattern?** I have not experienced any downsides to working with Bright pattern. **What problems is Bright Pattern solving and how is that benefiting you?** There are no Problems with Bright Pattern that I have come accross. ### 28. Friendly support **Rating:** 5.0/5.0 stars **Reviewed by:** Sirje V. | Development Team leader, Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2022 **What do you like best about Bright Pattern?** In most cases, we get professional and proactive support. Cases are checked thoroughly first and promptly replied to. Sometimes the extra mile is taken to get to the last detail of our concern and I may explain in a video call. Although it's a professional support relationship, I see BP people first. As a product vise, it's a full hands-on experience including all the challenges in an omnichannel environment. **What do you dislike about Bright Pattern?** If PER is taking longer than expected although I expect months of wait time. **What problems is Bright Pattern solving and how is that benefiting you?** While there are a few bugs on the way in most cases it's a development asked from my company management. ### 29. simple cool and sleek **Rating:** 5.0/5.0 stars **Reviewed by:** marc b. | Head of Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2022 **What do you like best about Bright Pattern?** I have found BP to be a great and flexible system and often i say to the team at Hurtigruten if you can imagine it you can do and BP has allowed us to make the changes we want and do some real cool stuff with the routing **What do you dislike about Bright Pattern?** Changing agent skills is cumbersome and dependent on the amount of skills an agent has it can take a while **What problems is Bright Pattern solving and how is that benefiting you?** Our salesforce integration is getting better all of the time ### 30. Very basic phone/timekeeping software **Rating:** 3.5/5.0 stars **Reviewed by:** Christy N. | Independent Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** July 04, 2022 **What do you like best about Bright Pattern?** It's very easy to use to change your status, disposition calls or transfer customers. **What do you dislike about Bright Pattern?** Fewer functions than other software I've used, transfer option is glitchy and doesn't always work, and always starts agents in available status immediately as soon as they log in with no buffer to start their day. **What problems is Bright Pattern solving and how is that benefiting you?** Calls don't drop or go silent often as other software like Talkdesk, sound quality seems better as well. ### 31. excellent product in the CCasS Omni Channel category **Rating:** 4.5/5.0 stars **Reviewed by:** Somanath K. | General Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Bright Pattern?** About the UI and Omni Channel in built out of box integrated services and API to and any external applications on cloud or on premises It is one of TOP 2 -3 products we have seen in India Markets **What do you dislike about Bright Pattern?** They don't have a regular fixed named user pricing for one time shifs running out of india for US or UK operations kind of client also they don't have a India based Tenent , which is mandatory for BFSI clients of India. **What problems is Bright Pattern solving and how is that benefiting you?** It does solve switching btw application which is pain for a agent when they are using multiple UI for email, chat, voice CTI etc . They can also do get access to Microsoft Teams calling interface to do conferencing to clients ### 32. Bright Pattern Cloud Contact Centre Review **Rating:** 5.0/5.0 stars **Reviewed by:** Jay L. | Chief Technology Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 15, 2020 **What do you like best about Bright Pattern?** 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. **What do you dislike about Bright Pattern?** There isn't much to dislike about the platform. **Recommendations to others considering Bright Pattern:** 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. **What problems is Bright Pattern solving and how is that benefiting you?** 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. ### 33. So Glad I Switched! **Rating:** 5.0/5.0 stars **Reviewed by:** Spencer H. | General Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Bright Pattern?** Bright Pattern has many similar features I have liked about other call center management systems but so far I have enjoyed actually having customer service, great reports, and reliable service that doesn't break down all the time! **What do you dislike about Bright Pattern?** I have been live with Bright Pattern since August and they have gone down once.. Compared to other companies, like five9, that were down once a month. I can handle just once! **Recommendations to others considering Bright Pattern:** They are a full-service office package. We are not utilizing some of their features but may look into some other bonus features like email and texting in the future. **What problems is Bright Pattern solving and how is that benefiting you?** We switched for Bright Pattern because we wanted better reporting for our CSR's and a reliable service that didn't crash all the time. So far, it has been great! ### 34. Very good omnichannel application **Rating:** 4.5/5.0 stars **Reviewed by:** Kyle R. | Data Insight Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Bright Pattern?** The depth of the scenario builder allows for highly customizable handling of contacts based on nearly any variable you can imagine. There is a low barrier to entry in creating customizable routing scenarios. Support is prompt and knowledgeable. The implementation process is more smooth than their competitors. **What do you dislike about Bright Pattern?** Out-of-the-box reporting is lacking. In order to utilize the native data it needs to be exported to another application. **What problems is Bright Pattern solving and how is that benefiting you?** The ability to be dynamic in contact handling strategies as seasonality fluctuates allows us to provide better service to our callers and maximize agent occupancy. The power of the scenario builder has allowed for precision around contact handling and escalation that was not easily achievable in other products. ### 35. Professional cloud platform **Rating:** 5.0/5.0 stars **Reviewed by:** Dmitry S. | manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Bright Pattern?** Powerful, flexible solution with many settings that allows you to meet any customer requirements. With each update, the platform gets new functionality based on partners and customer's requests. **What do you dislike about Bright Pattern?** Sometimes, there is a long gap between the announcement of a new feature and its commercial availability. On the other hand, in the end, we get a stable solution with minimal bugs. **What problems is Bright Pattern solving and how is that benefiting you?** Bright Pattern provides a true omnichannel platform with a unified agent desktop and complete operational and autonomous control. It has powerful outbound capabilities, ensuring fast and accurate dialing to meet customer demands. ### 36. Account Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2022 **What do you like best about Bright Pattern?** Quality analytics is the best tool to know what it works and doesn't work **What do you dislike about Bright Pattern?** There is nothing that I don't like I think is a great tool **What problems is Bright Pattern solving and how is that benefiting you?** Great webinars ### 37. Excellent system **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2022 **What do you like best about Bright Pattern?** Very well-designed system, stable. Never had any downtimes. Excellent user interface. **What do you dislike about Bright Pattern?** I can't really say anything negative about it. **What problems is Bright Pattern solving and how is that benefiting you?** Backup ACD. ### 38. Powerful and Seamless Omnichannel CCaaS Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Bright Pattern?** Bright Pattern has done a great job building an easy to deploy Omnichannel CCaaS Platform, Flexible, Scalable and built-in with many APIs ready to use. **What do you dislike about Bright Pattern?** Nothing to dislike, but, as sometimes happens with SaaS models, there have been minor feature caveats, but all of them have been adequately addressed by the support team. **Recommendations to others considering Bright Pattern:** Bright Pattern is a CCaaS platform that will enhance any Contact Center Operation in today's and tomorrow's needs. They are constantly innovating and one step ahead of markets needs. **What problems is Bright Pattern solving and how is that benefiting you?** We have been able to easily add Omnichannel Capabilities to legacy platforms and consolidate some other operations that have more than one platform into a single pane of glass. ### 39. Everything We Need in One Place **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Bright Pattern?** The best feature of Bright Pattern is the customer service! Our implementation of the product was incredibly supported by the Bright Pattern team. **What do you dislike about Bright Pattern?** I would like to see more seamless integrations with other products (more CRM tools, etc.) so all relevant fields in Bright Pattern sync with those tools **Recommendations to others considering Bright Pattern:** As with most technology-related projects, include plenty of time for planning and implementation with the Bright Pattern Team. There are a lot of amazing features, which means a lot of customization and prep work to get fully operational. **What problems is Bright Pattern solving and how is that benefiting you?** Bright Pattern helped us to solve our challenge with integrating multiple systems to accomplish what Bright Pattern does with one. ### 40. Unmatched platform **Rating:** 5.0/5.0 stars **Reviewed by:** Cristian R. | Service Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Bright Pattern?** Fast Campaign deployment, hundred of features and very flexible with excellent customer support **What do you dislike about Bright Pattern?** I haven't found any downside aspect, administrating 10 instances, and i still can't find any reason to dislike. **Recommendations to others considering Bright Pattern:** Just be prepared for exploiting your creativity; its omnichannel and integration capabilities are unmatched. **What problems is Bright Pattern solving and how is that benefiting you?** Customer support is superb, swift and effective answers, any trouble found has got a solution. ### 41. 25 Years of Call Center Experience, BrightPattern is the best. **Rating:** 5.0/5.0 stars **Reviewed by:** Keith M. | CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** December 06, 2018 **What do you like best about Bright Pattern?** Ease of use, coupled with excellent features.Virtual queue callback should be more of a "thing". **What do you dislike about Bright Pattern?** Virtual queue callback should be more of a "thing". **Recommendations to others considering Bright Pattern:** If you are on the bubble, buy it. Period. **What problems is Bright Pattern solving and how is that benefiting you?** 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! ### 42. bright pattern **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Public Relations and Communications | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2021 **What do you like best about Bright Pattern?** bright pattern is an intelligent system to use as the updates are easy to use and install, very rare the system crashes and causes issues. i have worked in many call centres and have not used such a sound system previously. **What do you dislike about Bright Pattern?** Not much at all that I don't like about the system; as stated above, the updates regularly and keep the system running smooth. Very rare, it crashed, but when it did, within minutes, it's resolved. **What problems is Bright Pattern solving and how is that benefiting you?** I have no problems with the systems at all apart from when it crashes, but as stated above, that is generally rectified within minuites, the benefit of the system is the speed as it allows the call center to allow more incoming calls. ### 43. one of the best Cloud Contact Centre Solution Available in Market **Rating:** 5.0/5.0 stars **Reviewed by:** Ashish B. | Business Head, Enterprise (> 1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Bright Pattern?** Ease of Use with no complexity vis a vis competition Stable PLatform with Min Support required Ready to use Integrations Partner Network that can be relied upon **What do you dislike about Bright Pattern?** I would have liked more integration on WFM, Sentiment Analysis, Transcriptions etc Vertical based solutions would have been a big plus **Recommendations to others considering Bright Pattern:** Try it once , I am sure you are going to love the stability and peace of mind **What problems is Bright Pattern solving and how is that benefiting you?** Highest ROI Stable platform with no additional expenses ### 44. Bright Pattern review! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Bright Pattern?** How easy it is to navigate, and easy to teach new employees **What do you dislike about Bright Pattern?** That even with top speed internet, my BP drops if I am not constantly on it **What problems is Bright Pattern solving and how is that benefiting you?** How to delete campaigns and services, being able to delete them so our configurations arent crowded ### 45. The best contact centre solution **Rating:** 5.0/5.0 stars **Reviewed by:** Srikanthbv v. | Presales, Enterprise (> 1000 emp.) **Reviewed Date:** December 03, 2020 **What do you like best about Bright Pattern?** Customer Experience and easy to deploy, integrations etc. **What do you dislike about Bright Pattern?** Nothing to mention. More marketing materials would require **Recommendations to others considering Bright Pattern:** Best solution to buy **What problems is Bright Pattern solving and how is that benefiting you?** Integrations and working in strict timelines ### 46. Thank you for your help! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Bright Pattern?** Brightpattern technology is the best and only Ommunichannel solution that I can introduce to others with confidence.I appreciate their support too. **What do you dislike about Bright Pattern?** License model could be adjusted for users to start using it quickly with just simple features without outbound functionality **What problems is Bright Pattern solving and how is that benefiting you?** Our Brightpattern customers are very happy with the service. ### 47. Solid software with an incredible integration team **Rating:** 5.0/5.0 stars **Reviewed by:** Brandon C. | Customer Care Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2021 **What do you like best about Bright Pattern?** Bright Pattern is solid software. Few to no outages in the last 6 months. End users picked it up quickly. The implementation team was a dream to work with. API integrations were easy to work with for someone with a systems background. Overall, we're happy. **What do you dislike about Bright Pattern?** Admin experience is good, but some areas have room for improvement (ex: settings are not always where you'd expect them). **What problems is Bright Pattern solving and how is that benefiting you?** We use Bright Pattern to manage the call flow for ~20 customer service representatives, and the frustration level for them decreased significantly when we switched to Bright Pattern. ### 48. The first cloud based (multitenant) omnichannel platform on the market and still one of the best **Rating:** 5.0/5.0 stars **Reviewed by:** Darren P. | Partner, Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2020 **What do you like best about Bright Pattern?** -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. **What do you dislike about Bright Pattern?** 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 **What problems is Bright Pattern solving and how is that benefiting you?** 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 ### 49. Cloud Contact Center Managing made easy **Rating:** 5.0/5.0 stars **Reviewed by:** Jowie G. | Senior Supervisor Service Desk, Enterprise (> 1000 emp.) **Reviewed Date:** December 22, 2020 **What do you like best about Bright Pattern?** It is cloud-based solution which can be accessible anywhere you are. Administration portal is intuitive and building call flows never been this easy. **What do you dislike about Bright Pattern?** Documentation need to be more detailed. Also, Bright Pattern needs to start offering certifications. **Recommendations to others considering Bright Pattern:** 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. **What problems is Bright Pattern solving and how is that benefiting you?** We can turn up new contact centers in matter of day. ### 50. Best in the Biz! **Rating:** 5.0/5.0 stars **Reviewed by:** Gerry G. | C, Small-Business (50 or fewer emp.) **Reviewed Date:** March 03, 2021 **What do you like best about Bright Pattern?** Very powerful software & great customer service. **What do you dislike about Bright Pattern?** There are literally no dislikes in my book. **Recommendations to others considering Bright Pattern:** Bright Pattern should be a serious consideration for any business in search of a powerful inbound and outbound solution that can also incorporate text and social messaging. **What problems is Bright Pattern solving and how is that benefiting you?** We use the predictive dialing power of Bright Pattern to automate our outgoing calls and make over 10 times the dials that we would otherwise make. ## 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?section=pricing&secure%5Bexpires_at%5D=2026-06-08+14%3A45%3A53+-0500&secure%5Bsession_id%5D=0aae4eee-fa94-4609-88cc-8ff3e6f99acc&secure%5Btoken%5D=629dfee849b29863c676b61a82b39d44d993325f0a6edbd0630b064c217ee9ab&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 (1,460 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)