Bright Pattern Reviews & Product Details

The support we receive from Bright Pattern is easily the best in the industry. They're incredibly responsive to any issues we face (which is fairly minimal to zero), and communicate quickly if there are any service interruptions that may affect incoming volume. However, I should note that issues faced thus far are the result of a third party. Examples include carrier issues, or service outages affecting a region of users. Our uptime has been 99% in all of the previous year. It's also incredibly easy to integrate this tool with various commercially available CRM's, such as Zendesk (our CRM of choice). Review collected by and hosted on G2.com.

There isn't a lot of customization for reporting in a GUI. It requires the use of another software tool to build queries or modify templates. However, Bright Pattern provides these templates that can be adjusted to meet your reporting needs, and the default reports will generally provide you with the information you require. Review collected by and hosted on G2.com.

After evaluating all the known solutions from the big boys - we found the Bright Pattern solution to be the most innovative and disruptive solution. Pretty much everything and all features we wanted are out-of-the-box. Integrations with IBM Watson provide rich analytics and self service capabilities through the IVR and virtual agent. And where we needed to integrate the IVR and the other workflows with our CRM, the open API's and pre-built integrations made the task super easy and seamless. The web based admin portal with drag and drop functionality is unparalleled and really makes it easy to configure and manage the contact center within minutes and removes the complexity that you see in traditional platforms. Overall - a full featured contact center platform, capable of competing with the industry leaders, yet far more simpler and easier to use. Implementation and migration was a breeze - far less effort than what we had expected. Review collected by and hosted on G2.com.

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

Ease of administration, loaded with features, rock-solid stability, very secure. Review collected by and hosted on G2.com.

Limitation to 10 global questions for quality scoring. Review collected by and hosted on G2.com.

Organized, functional and smooth most of the time Review collected by and hosted on G2.com.

Logs off randomly, doesn't automatically update Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

We have got most issues resolved in a timely manner once Aspect reached out with our cases to bright pattern Review collected by and hosted on G2.com.

We consumed a product of bright pattern that was sold by Aspect, so support for complex cases took time until it reached developers. Review collected by and hosted on G2.com.

Customer service. Brightpattern Customer Service is second to none. Have not dealt with better in 25+ years of IT Experience. Review collected by and hosted on G2.com.

API Documentation. The API documentation was obviously written by developers. There is not enough detail in the documentation or data validation by the API. Review collected by and hosted on G2.com.

Pretty solid system and can be easy to administer. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

So far the pieces of the system we have been able to get working in a stable manner have been solid. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Our systems are not set up correctly to integrate all our systems, which would make life so much easier. Review collected by and hosted on G2.com.