--- title: Brightmetrics Reviews meta_title: 'Brightmetrics Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 133 reviews by the users' company size, role or industry to find out how Brightmetrics works for a business like yours. aggregate_rating: rating_value: 4.9 review_count: 133 scale: '5' date_modified: '2026-06-26' parent_category: name: Business Intelligence url: https://www.g2.com/categories/business-intelligence --- # Brightmetrics Reviews **Vendor:** Brightmetrics **Category:** [Data Visualization Tools](https://www.g2.com/categories/data-visualization-tools) **Average Rating:** 4.9/5.0 **Total Reviews:** 133 ## About Brightmetrics Brightmetrics is a robust analytics platform designed to elevate contact center performance through actionable insights. Our solution simplifies data extraction and visualization, enabling businesses to make informed decisions quickly, improving customer experiences, and driving ROI. The Brightmetrics Difference: Key Features User-Friendly Interface: Ensures easy adoption across all skill levels Rapid Deployment: Minimizes downtime for quick value realization Real-Time & Historical Analytics: Customizable dashboards and in-depth reports for comprehensive performance tracking Advanced Analytics Tools: Analyze call patterns, agent performance, and customer interactions Omnichannel Integration: Seamlessly connects with leading contact center platforms Brightmetrics empowers contact centers to make data-driven decisions, enhancing agent performance and customer satisfaction while streamlining operations. Our quick implementation and user-friendly design ensure rapid benefits realization, leading to significant cost savings and revenue growth. By optimizing resources and improving efficiency, Brightmetrics delivers a swift return on investment, enabling contact centers to handle higher volumes and operate at peak performance. ## Brightmetrics Pros & Cons **What users like:** - Users value the **customization capabilities** of Brightmetrics, enabling easy report adjustments for immediate insights and convenience. (1 reviews) - Users appreciate the **ease of use** of Brightmetrics, highlighting intuitive dashboards and customizable reports for efficient decision-making. (1 reviews) - Users appreciate the **intuitive dashboards** of Brightmetrics, enabling easy access to clear insights and custom reports. (1 reviews) - Users find the **intuitive dashboards** of Brightmetrics easy to navigate, providing clear insights and customizable reports effortlessly. (1 reviews) - Users value the **intuitive dashboards and customizable reports** in Brightmetrics, enhancing their decision-making process effortlessly. (1 reviews) **What users dislike:** - Users find the **difficult learning curve** of Brightmetrics challenging, especially for advanced features and initial setup. (1 reviews) - Users find the **difficult setup** of Brightmetrics overwhelming, especially when trying to grasp advanced features. (1 reviews) - Users find the **learning curve steep** , especially with advanced features and initial setup for new users. (1 reviews) ## Brightmetrics Reviews ### 1. Quick, Reliable Support and Helpful Reports **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Facilities Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2026 **What do you like best about Brightmetrics?** I very much like the support. Very quick in resolving issues. The weekly AMA is awesome as well. The reports are very helpful. **What do you dislike about Brightmetrics?** I can't say anything negative as the team has always delivered on their promise **What problems is Brightmetrics solving and how is that benefiting you?** We did not have granular reports for us to have a better view on performance. Brightmetrics allowed us to see positives as well as where focus is needed ### 2. Powerful Real-Time Dashboards, But Setup and Report Customization Take Time **Rating:** 3.0/5.0 stars **Reviewed by:** Yastee Ajaykumar S. | student, Small-Business (50 or fewer emp.) **Reviewed Date:** April 09, 2026 **What do you like best about Brightmetrics?** Users highly value Brightmetrics for its intuitive, customizable dashboards and real-time reporting, which significantly simplify analyzing complex contact center data. **What do you dislike about Brightmetrics?** Based on user feedback, some of the most common dislikes about Brightmetrics are the steep learning curve during the initial setup, the complexity involved in customizing reports, and occasional difficulty navigating the user interface. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics helps close contact center visibility gaps by turning complex data from platforms like Genesys Cloud, Mitel, and RingCentral into actionable insights, both in real time and through historical reporting. ### 3. Brightmetrics Makes Dashboard Setup Effortless **Rating:** 5.0/5.0 stars **Reviewed by:** Matt h. | Enterprise (> 1000 emp.) **Reviewed Date:** June 19, 2026 **What do you like best about Brightmetrics?** Brightmetrics setup of the dashboard is very user friendly and so easy to setup. **What do you dislike about Brightmetrics?** I would like to have more configurable equations for reporting **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics helps with reporting on a daily basis and I would like to be able to start combining reports when possible. ### 4. Finally, Analytics That Make Sense **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** September 23, 2025 **What do you like best about Brightmetrics?** I really like how intuitive the dashboards are—no steep learning curve, just clear insights right away. Plus, the ability to customize reports without needing IT support makes it super convenient for day-to-day decision-making. **What do you dislike about Brightmetrics?** I’d say the only downside is that some of the more advanced features take a bit of time to figure out. Also, the initial setup can feel a little overwhelming if you’re new to analytics tools. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics fixes the “too much call data, not enough clarity” problem by pulling everything into clean, real-time dashboards. ### 5. An excellent product for small business! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 12, 2024 **What do you like best about Brightmetrics?** The most helpful part of the brightmetrics system and the detailed analytical data research you can use to trace a specific call or write reports to analyze statiscal data on incoming call flow. The live data dashboards for our call center were very useful! The Customer support and sales teams were also easy to work with. **What do you dislike about Brightmetrics?** Brightmetrics is a great tool, but it definitely requires training in order to be able to write reports correctly to get the data you need. **What problems is Brightmetrics solving and how is that benefiting you?** We used brightmetrics primarily for our Call Center to track call flow and data analytics of customer calls. The biggest perk in my position as Administrator was being able to pull reports and see how a particular call from either a customer or employee traveled through our phone system to ensure quality and best practices for our business. ### 6. Always great service **Rating:** 5.0/5.0 stars **Reviewed by:** Maryse V. | IT Tech, Mid-Market (51-1000 emp.) **Reviewed Date:** June 18, 2024 **What do you like best about Brightmetrics?** I thoroughly enjoy using Brightmetrics. Its user-friendly interface makes it easy to create and use dashboards, and the reports are detailed with a wide variety of customization options. Additionally, the staff is always very friendly and helpful. A special shoutout to Andrea, who consistently provides outstanding customer service. **What do you dislike about Brightmetrics?** Not much. We've switched to Brightmetrics about a year ago and its been going great. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics has been instrumental in helping us with our call center statistics and reports, as well as tracking phone calls to ensure the system functions properly. ### 7. Mitel Reporting on Steroids **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** March 14, 2024 **What do you like best about Brightmetrics?** We needed a solution for detailed call reporting from our Mitel phone system. When we found Brightmetrics reporting it had everything we needed and more. A simple program to install on our server and we had call reports in minutes. Configuration of custom reports was simple and when we had an issue, customer service was quick to respond and help us along the way. We've now configured the reports that we need and set up a recurring email to our management team where they will get call reports automatically at the start of every week. So simple to use that we don't have to be bogged down with report writing anymore. The perfect solution for what we needed. **What do you dislike about Brightmetrics?** We haven't found a downside yet. When we needed help, customer service was quick to respond and give us answers to our problem. **What problems is Brightmetrics solving and how is that benefiting you?** the standard reporting from our mitel system was very basic. the reporting from the brightmetrics system was great out of the box and very customizable. ### 8. Reporting Excellence **Rating:** 5.0/5.0 stars **Reviewed by:** Evan D. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2024 **What do you like best about Brightmetrics?** We use BrightMetrics quite a lot, and here is what we think: After using BrightMetrics for quite a while and quite regularly, I can say that it's a lifesaver. With the help of his detailed analytics and accurate call tracking, it has helped us reduce complaints from customers significantly. The call tracking is also very helpful to understand errors in configuration; you can see where the call went for how much time and see if the work has been intended.  One of the functions we like the most is the automated report; it helps us and the manager see where the work can be optimized and where bottlenecks are. To make all of that easier, the interface is user-friendly with a lot of reports ready to be used, and if we have a doubt or question, support is always here to help. In conclusion, BrightMetrics is, in my opinion, the best call tracking and reporting solution for us. If you want some reliable insights, BrightMetrics is the ideal choice. **What do you dislike about Brightmetrics?** There is no probleme to report at the moment. **What problems is Brightmetrics solving and how is that benefiting you?** It helps us improve our Call Center by tracking calls, visualizing the quantity and duration of calls. It also helps us identify problems in call routing configuration. ### 9. Efficient and Reliable Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2024 **What do you like best about Brightmetrics?** After several months of practical use, Brightmetrics has proven to be an invaluable tool for swiftly identifying and addressing operational issues. The software's user-friendly interface and robust features have significantly improved our workflow, leading to a notable boost in efficiency and productivity. Notably, the reduction of patient/client complaints about our phone system to almost zero is a testament to its effectiveness. In addition to its functionality, Brightmetrics offers commendable customer support. A knowledgeable and responsive support team consistently and promptly addressed our queries and issues. This level of service has played a crucial role in our overall satisfaction with the product. Brightmetrics has seamlessly integrated into our workflow, fulfilling its promises of efficiency, reliability, and strong customer support. I confidently recommend it to those seeking a practical tool for analyzing and enhancing phone operations. **What do you dislike about Brightmetrics?** We've been fortunate to experience a smooth journey without any issues. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics has proven instrumental in resolving a range of challenges for us, including addressing issues such as misrouted calls, tackling technical glitches in our service, and streamlining staff-related concerns—resulting in a noticeable uptick in productivity. ### 10. Brightmetrics review **Rating:** 5.0/5.0 stars **Reviewed by:** Michael A. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2023 **What do you like best about Brightmetrics?** I believe it was around 2012 that I started using Brightmetrics and found it vastly superior to what tools or reporting ShoreTel provided. Which made life much easier when trying to troubleshoot issues, run a report or have a graphically dashboard for ECC Users. Whenever I have had an issue which to be honest is very few in the past 11 years. Support has always been top notch, professional and responded very quickly. Support has even notified us of issues before we noticed them adding even more value and ensuring that we kept gathering information and reporting in near real-time. **What do you dislike about Brightmetrics?** The only downside which isn't per se a fault with Brightmetrics but with ShoreTel/Mitel the ability to audit and know who did what on the system. This is my biggest issue with the platforms. Again Brightmetrics can only provide what information ShoreTel/Mitel provides. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics is providing a visual display in our ECC that shows staff activity and calls in queue. This allows the ECC Supervisors & Manager to better staff and ensure staff is available at peak times to have member inquiries. Reporting being able to essential get the GUID of a call that staff had issues with to be able to see the call from the cradle to the grave but also with the GUID being able to go and retrieve the TMSncc log to see if the problems is with the PBX or carrier is very powerful. This allows me to quickly determine where the issue is or isn't and what resources I need to engage with. ### 11. Fantastic Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** March 18, 2024 **What do you like best about Brightmetrics?** We have used Brightmetrics since before I joined the orginazation so many things were set up that I have had to navigate through. Customer Service has been fantastic about working through questions, solving issues and educating. there are always opportunities to learn and ask questions. The reporting tool is very user friendly, it is reliable and helps us make business decisions based on factual data. **What do you dislike about Brightmetrics?** sometimes the integration of shoretel, mitel, brightmetrics makes it difficult to get the exact information I am looking for in a manner that is easy to evaluate. I have been able to work with support to find the answers. **What problems is Brightmetrics solving and how is that benefiting you?** phone stats, providing data needed for grant funding, ### 12. Best call reporting software! **Rating:** 5.0/5.0 stars **Reviewed by:** Aaron B. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2023 **What do you like best about Brightmetrics?** We have been a Brightmetric customer for over 5yrs now. Its easy to use, and love their support. We have our Mitel phone system attached with over 600 extensions. We have schduled reports that go to various departments, but more importaly we love the workgroup dashboards. We utilize these dashboards for real-time viewing and stats. This reporting tool has helped justify serveral new positions based on the details we see. It helps our City in situations where we may have a customer who said they called, but im some cases they didn't and we can prove this. We heavily use Brightmetrics to help us map out our auto-attendant configurations as it displays these complicated configurations onto an easy to follow diagram. I've used 6-7 different call reporting tools over my 20+ years in Information Technology. Brightmetrics is by far the easiest to use, and in over 5yrs I have come accross an item we were unable to report on. **What do you dislike about Brightmetrics?** I currently do not have any dislikes with this product. It has done everything we need it to do. Best call reporting platform on the market! **What problems is Brightmetrics solving and how is that benefiting you?** Reports on total number of calls, how our auto attendents are used, our workgroup agent stats, our phone circuit utilization, importat stats around our Police Dispatch center. All of this info is used to help improve our services and or make adjustments to staff needs by looking at queue times, avg talk time, slow times vs busy times, etc. ### 13. Brightmetrics Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Enterprise (> 1000 emp.) **Reviewed Date:** March 15, 2024 **What do you like best about Brightmetrics?** What is most helpful about bright metrics is the easy to use features for reporting and the live dashboards available and the ability to create a link to share and publicly view the dashboards. I love that brightmetrics is an independent website and you can log in using your phone for frequent use on the go. The customer support team is very prompt and communicative. **What do you dislike about Brightmetrics?** I have not had any challenges with Brightmetrics and more with my telecom service that integrates with brightmetics. **What problems is Brightmetrics solving and how is that benefiting you?** As of February we changed telecom services and Brightmetrics has helped us move over our current reports and dashboards to PureCloud and replicated our dashboards as well. This was a smooth transition as Brightmetrics support was involved in the process. ### 14. Excellent Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Judiciary | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2023 **What do you like best about Brightmetrics?** When I began using Brightmetrics, I brought my current platform for reporting and asked a representative to match the reports. Not only did they respond within minutes, but they built an identical, yet easier way to report. I have full visibility of the information I need. Like any new system, it can be confusing to understand the terms that are used. Brightmetrics has a wonderful help link to understand the different terms. I've found the site very easy to navigate. I've run into some barriers that were quickly resolved by sending an email to Brightmetrics Support. I typically receive an email back within 5-10 minutes. One day I found myself in a bind where an update had happened on my computer sooner than planned and the reporting system I had been using was no longer compatible. Rather than having to contact a contractor and pay big $ to fix the issue, a representative from Brightmetrics set up a half hour meeting to build a dashboard with me that would report the same data. This company has been an absolute lifesaver for me. Highly recommend! **What do you dislike about Brightmetrics?** There truly is nothing bad to say about Brightmetrics. Response time is quick, Customer Service is incredible. I have not run into one unfriendly representative. Everyone has been so pleasant to work with. **What problems is Brightmetrics solving and how is that benefiting you?** Reporting visibility. I was struggling to run reports easily and efficiently. Brightmetrics has worked closely with me to solve these issues. ### 15. Best BI for Genesis **Rating:** 4.5/5.0 stars **Reviewed by:** Maher M. | Head of CX&CRM, Mid-Market (51-1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about Brightmetrics?** The Support Team are very professional and supportive. Also, it was a straightforward implementation. **What do you dislike about Brightmetrics?** There is nothing, I love most of their features **What problems is Brightmetrics solving and how is that benefiting you?** I can provide a clear picture to the top management and other stakeholders. ### 16. Brightmetrics, the BEST in live reporting and analytics! **Rating:** 4.5/5.0 stars **Reviewed by:** Jessica M. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 15, 2024 **What do you like best about Brightmetrics?** BM is easy to use, and integrates with Genesys very well, I use this program daily and rely on it to keep me informed and up to speed with day to day operations. **What do you dislike about Brightmetrics?** While I love all the reporting functionality, I would love it if the QA evaluations would export comments made by the agent and auditor. **What problems is Brightmetrics solving and how is that benefiting you?** Bright Metrics has helped ease analyzing agent and queue performance by live and over time. ### 17. BrightMetrics the best reporting I've used **Rating:** 5.0/5.0 stars **Reviewed by:** Jeff S. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2023 **What do you like best about Brightmetrics?** The BrightMetrics reporting portal allowed me to create, run, and automatically schedule reporting with unlimited configurability. Reports that were more complex than I could easily figure out on my own, there are technical support folks available to help. **What do you dislike about Brightmetrics?** It's not available as a reporting tool for some of the other systems I have to manage in-house. **What problems is Brightmetrics solving and how is that benefiting you?** Identifying areas needing improvement in our contact center. Areas where additional training would be beneficial to improve the customers experience. ### 18. Very Satisfied Client **Rating:** 5.0/5.0 stars **Reviewed by:** Ken R. | Director, Contact Center & Customer Experience, Enterprise (> 1000 emp.) **Reviewed Date:** November 29, 2023 **What do you like best about Brightmetrics?** Great suite of reporting and dashboards which continue to get better based upon vendor's innovation and partnering with clients. Additionally, do not have to have a technical report writer to use product ... click and drop. We use BrightMetrics as our analytics tool for Genesys CX and couldn't be happier. **What do you dislike about Brightmetrics?** No dislikes. There are some enhancements that are on the way to continue to meet our needs and requests. **What problems is Brightmetrics solving and how is that benefiting you?** Solution is allowing us to have real-time data to run our contact center in addition to reporting. Tool allows us to create easy-to-use info for our contact center leaders so that they spend their time on absorbing info and taking action vs. pulling data and building reporting. ### 19. Excellent Cradle-to-Grave Reporting **Rating:** 5.0/5.0 stars **Reviewed by:** Rob S. | Enterprise (> 1000 emp.) **Reviewed Date:** June 26, 2023 **What do you like best about Brightmetrics?** The cradle-to-grave reports provided by Brightmetrics provide an exceptional tool for understanding our customer experience. They are easy for our end-users to understand without extra explanations. I can't count how many times we successfully resolved a customer complaint using these reports. **What do you dislike about Brightmetrics?** I wish Brightmetrics supported more enterprise telephony platforms. Our organization converted to a phone system which is not supported by Brightmetrics. I will greatly miss Brightmetrics. **What problems is Brightmetrics solving and how is that benefiting you?** Our organization primarily used Brightmetrics for complaint investigation and user productivity purposes. We could quickly investigate our customer's complaint and demonstrate to leadership the exact experience of our caller. We were mainly able to do this using the User Activity Detail reports, which detailed every single call handled by an employee, and from there, we could view the cradle-to-grave experience of our customers. The reports were always visually pleasing and easy to understand by our end-users and leadership, which allowed our teams to focus on resolving issues rather than analyzing reports. ### 20. Improved Data Collection/Phone metrics for our Call Centers & Sales Dept Mitel MICC and MIVB **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** February 12, 2024 **What do you like best about Brightmetrics?** Reports are very detailed whether with total numbers, agent details, call detail, Staffing Forecasting and more over our standard Mitel reports. The support and training which BrightMetric has provided us an been detailed, precise and timely. **What do you dislike about Brightmetrics?** So far we have no issues with Brightmetric. **What problems is Brightmetrics solving and how is that benefiting you?** Detailed reporting which department mangement can run Ad Hoc or schedule to obtain the metrics they need. ### 21. Great tool of reporting solutions for contact center performance and business intelligence. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Small-Business (50 or fewer emp.) **Reviewed Date:** June 04, 2024 **What do you like best about Brightmetrics?** Brightmetrics excels in delivering intuitive, powerful analytics, transforming complex data into actionable insights, significantly enhancing contact center performance and decision-making. **What do you dislike about Brightmetrics?** Brightmetrics requires training for optimal use. **What problems is Brightmetrics solving and how is that benefiting you?** Keeping track of customer interactions providing training opportunities for a better customer experience. ### 22. The analytic reports are extremely helpful. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** March 14, 2024 **What do you like best about Brightmetrics?** So far, I love how valuable the report information has been. **What do you dislike about Brightmetrics?** Nothing I can think of at this time. I'm still learning more about what Brightmetrics has to offer. **What problems is Brightmetrics solving and how is that benefiting you?** Showing what agents are doing on a daily basis ### 23. The best service I've ever used. **Rating:** 5.0/5.0 stars **Reviewed by:** Richard M. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 13, 2024 **What do you like best about Brightmetrics?** no flaws, does exactly what it says and i appreciate it's service **What do you dislike about Brightmetrics?** sometimes there's a delay in the numbers no adjusting correctly **What problems is Brightmetrics solving and how is that benefiting you?** i always need to know how much work is ahead of me, thankfully it helps indicate how busy it gets ### 24. BrightMetrics is user friendly!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** July 07, 2023 **What do you like best about Brightmetrics?** I use Brightmetrics reporting for employee performance reviews and I love it. I have the information I need right at my fingertips with just the press of a button. I can run the same report on every employee guaranteeing that I am rating this part of their review all the same which is pretty amazing - much better than having to manually add, multiply, divide and find my own percentages which has taken a lot of time in the past. There are a lot of features I haven't used yet in my current role but I look forward to learning more about the software and putting it to better use in the future. I love the weekly "seminars" and plan to get in on more of those soon! I like being able to tell who spoke with a particular patient if I get a complaint, find out how long the call lasted, etc. ALL VERY GOOD INFORMATION TO HAVE! **What do you dislike about Brightmetrics?** I have only been using Brightmetrics for about 18 months but haven't found anything at all I don't like about it. **What problems is Brightmetrics solving and how is that benefiting you?** Gives me accurate information in several areas for employee performance reviews. ### 25. Overall Pretty Good **Rating:** 3.5/5.0 stars **Reviewed by:** Tyra M. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Brightmetrics?** I like how Brightmetrics provides support for you when ever you might feel like you don't know how to use the system. The chat guide especially is my favorite part. **What do you dislike about Brightmetrics?** At first looking at the dashboards and other applications they have, it can be a little intimidating but again with Brightmetrics having a support system with chat, it truly makes a difference and helps out a lot. **What problems is Brightmetrics solving and how is that benefiting you?** In the current role I am in, it's important that we get access to some of the phone calls that we receive so that if we have any issues with processing a claim then we go back to brightmetrics to view that phone call to hear what happened. ### 26. Awesome product!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Chris V. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2023 **What do you like best about Brightmetrics?** I inherited BrightMetrics when I started at my current position. I needed to get up to speed quickly and look into significant in-depth issues. I reached out to BrightMetrics support, who listened to what I needed and went about creating a report. They helped me learn the system by walking m through report creation and explained a great deal about how to get the data I needed. I was delighted at this first interaction and BrightMetrics continues to be top-notch in helping us find ways to look at our data. BrightMetrics staff is always prompt, reliable and knowledgeable. I have been able to take the knowledge that they have given me about creating reports and dashboards. I share that with others throughout our company and have reduced the number of helpdesk tickets created related to reporting. Easy to learn and easy to use. **What do you dislike about Brightmetrics?** I really can't think of anything to put here. **What problems is Brightmetrics solving and how is that benefiting you?** We have used BrightMetrics to create and email the statistical information to each contact center staff member daily, to supervisors weekly and to managers monthly. We have created dashboards to let anyone in our company see how our contact center team is doing in real time. These reports and dashboards have assisted us in lowering missed contacts and our average answer time by allowing our contact center staff to see the statistics they are being measured on daily. The dashboards give us real-time info, which our supervisors use to see how busy our queues and contact center staff are, and allow us to quickly adapt to activity changes in those queues. ### 27. Amazing Tool! **Rating:** 5.0/5.0 stars **Reviewed by:** brenda R. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2023 **What do you like best about Brightmetrics?** Brightmetrics is super easy to use and has a large amount of reports that can pull anything from group performances, log in/out details, group performance by hour, etc.. It has become an incredible asset to our team and company. **What do you dislike about Brightmetrics?** There is nothing I do not like about Brightmetrics! **What problems is Brightmetrics solving and how is that benefiting you?** Allows us to closely monitor the calls times as well as ensuring that our reps. are properly on our phones! ### 28. So glad we found Brightmetrics! **Rating:** 5.0/5.0 stars **Reviewed by:** Julie K. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2023 **What do you like best about Brightmetrics?** Brightmetrics allows us to provide a dashboard of our Call Center supervisors with interactions, including who is actively on a call, who is on release and why, the number of calls answered by each person, the total number of calls per day, # of agents logged in and the number of calls in the queue. A more summarized view is available with a different URL for members of the Call Center. **What do you dislike about Brightmetrics?** Can't think of anything; it is user-friendly and easy to set up. **What problems is Brightmetrics solving and how is that benefiting you?** Before Brightmetrics, we had very limited reporting capabilities with Mitel. When we would call our Mitel support vendor and ask for information about calls, they would say, if you had Brightmetrics, we could tell you the answer! So, we purchased Brightmetrics and now we have great insight into our IVR, call trails, etc. ### 29. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Eric L. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2023 **What do you like best about Brightmetrics?** It is very user friendly and all we need to see is available, we can track all the calls we receive on our call center with brightmetrics and it is easy for us to know if everything goes well or if some customers hung up the phone due to too much waiting **What do you dislike about Brightmetrics?** So far, nothing, it is way better than the other we were using before **What problems is Brightmetrics solving and how is that benefiting you?** We can know exactly where we need to focus to get better results ### 30. Great Reporting Package **Rating:** 5.0/5.0 stars **Reviewed by:** Frank D. | Manager of Analytics & Member Engagement, Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2023 **What do you like best about Brightmetrics?** Any time I need information from my on-site Mitel system, there is almost always a predefined report that has exactly what I need, be it call detail, or a call-flow diagram. **What do you dislike about Brightmetrics?** I honestly cannot think of any down side as this solution has solved any phone system reporting request I can throw at it. I most likely don't use it to its fullest potential, but it does averything I need it to. **What problems is Brightmetrics solving and how is that benefiting you?** Any time a user needs to help track down a call flow issue, or any time management needs insights into call volume or related information, it just works to quickly get me the information required. ### 31. Bowlero Only Uses Brightmetrics **Rating:** 5.0/5.0 stars **Reviewed by:** Brittany D. | Event Sales Manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 26, 2023 **What do you like best about Brightmetrics?** It is easily accesible and never crashes. **What do you dislike about Brightmetrics?** I do not have negatives, it is very consistant **What problems is Brightmetrics solving and how is that benefiting you?** We track our daily calls and efficiency of time on calls ### 32. CallCenter management at a glance! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about Brightmetrics?** Brightmetrics allows us to create custom dashboards and reports we use EVERY DAY to manage the agents in our call center. Managers can see how people are doing overall and easily find agents who need additional training or are excelling. Using the dashboards function, we are able to create a custom URL that displays on TV's in our sales department showing everyones name and call count. Individual agents can also track their progress and see stats for only their dials. Using the reporting functions we can get weekly and monthly reports sent to mangers to evaluate trends and predict when additional staff is needed to keep up with demand. **What do you dislike about Brightmetrics?** The tools to build dashboards are fantastic, however its a little cumbersome to create new dashboards for individual agents. We need to change the agents name in about 10 different places for each individual KPI. **What problems is Brightmetrics solving and how is that benefiting you?** In-depth analysis of call center agent performance for our sales team. Creates beautiful reports we can display on digital signage or provide to agents during review (or in real time) ### 33. Easy & Amazing Tracking **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2023 **What do you like best about Brightmetrics?** Brightmetrics makes it very simple to navigate and achieve all your reporting needs. We use it in two very different functions- from a call center enviornment to a dispatch and logisitics need. Bright Metrics allows the ability to manage our needs for both roles and so much more with the ease of one system and not requiring multiple platforms. Reporting is easy and simple and allows you to create many reports with schedules as needed to various parties. The oppurtunities are endless with it and I look forward to continuing my work in it. **What do you dislike about Brightmetrics?** I honestly do not have many dislikes about the system. The only issues we encounter are our links expiring on shared platforms- other than that we truly enjoy every aspect of it. **What problems is Brightmetrics solving and how is that benefiting you?** Bright Metrics is allowing us to better understand the headcount demand in our department by allowing us to run reporting by the hour down to the minute of interactions. It has allowed us to better staff by having that visibility into peak times and seasons in our industry. Additionally, it helps us maximize on our talent review by providing amazing reporting on a queue and agent basis to be able to compare and understand each employee and queues success and struggles. ### 34. Game Changer for our Scheduling Call Center **Rating:** 5.0/5.0 stars **Reviewed by:** Shawn A. | Network Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 25, 2023 **What do you like best about Brightmetrics?** Easy to use and view reports as well as metrics **What do you dislike about Brightmetrics?** None that I can see at this time. So far it is performing beyond our expetations. **What problems is Brightmetrics solving and how is that benefiting you?** Easily saved reports that let our supervisors pull at a moments notice. Clear real time call metrics that the call center as well as mangers, supervisors, and staff can see at any given moment. ### 35. Amazing reporting services, but even more amazing customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Justin D. | Telephony Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** December 28, 2022 **What do you like best about Brightmetrics?** Brightmetrics has allowed us to automate our reporting completely. Not only has it saved us a tremendous amount of time in that regard, but it puts reporting tools directly in the hands of our clients as well, if they so choose. Beyond the reporting features, I believe what sets this company apart is its customer service. They are incredibly responsive and have been more than happy to help with any questions or issues we've encountered. Having a great tool and poor customer service makes for an average product. Brightmetrics hits it out of the park, in my opinion, with an excellent tool paired with excellent customer support. I don't write reviews very often, but I am more than happy to write one for brightmetrics, as they have earned it. **What do you dislike about Brightmetrics?** The only negative I've encountered is that you cannot create a report using data pulled from more than one database. For instance, we service pizza shops where the owner may have 2 stores hosted on 2 different servers. We cannot create a single report encompassing both stores because the information is pulled from two separate databases. This would be a welcome addition to the service, in my opinion. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics has saves us countless hours by being able to schedule reports to generate and send to our clients automatically. This has been extremely beneficial and has saved us numerous tedious hours of manually running reports. ### 36. Brightmetics has the means to be helpful in tracking down your calls. **Rating:** 4.5/5.0 stars **Reviewed by:** Jack M. | Technology manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2023 **What do you like best about Brightmetrics?** The tools to create a visual document of call routing from reception to the employee answers. **What do you dislike about Brightmetrics?** Having the time to learn and use the program was my biggest challenge. We have 15 locations to support and 3 people to do the task. **What problems is Brightmetrics solving and how is that benefiting you?** I use call routing visual diagrams to explain how the calls are handled to employees. ### 37. Great software, great people. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 02, 2023 **What do you like best about Brightmetrics?** The reporting for our Mitel onsite system is noting compared to what Brightmetrics offers us. Our call center managers love it because it provides them all the insights they need to efficiently run their queues. and as a troubleshooting tool for IT to investigate it has no equal. The documentation is very good, the default templates are great for almost any need we've come across, and the support staff is super helpful. **What do you dislike about Brightmetrics?** Cant think of a single one! Overall it's been very reliable and stable. **What problems is Brightmetrics solving and how is that benefiting you?** The reporting provided by our Mitel phone system is extremely limited. Brightmetrics takes the raw data and builds something that is both easy to understand and easy to visualize. ### 38. Excellent for moitoring **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** August 08, 2023 **What do you like best about Brightmetrics?** Was tricky to get set up, great support and assistance for leaning to use the program, very simple once you get everything set up **What do you dislike about Brightmetrics?** Very useful in monitoring my team in real time as well as tracking patterns and progress. not sure of anything that could really improve it **What problems is Brightmetrics solving and how is that benefiting you?** makes it wasy to monitor my agents and fins areas of improvement that may be needed ### 39. Reports and Support **Rating:** 5.0/5.0 stars **Reviewed by:** starann j. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Brightmetrics?** I like the reports for coaching opportunities, they are clear and easy to explain. They are hard to argue with. **What do you dislike about Brightmetrics?** Sometimes, I can't get everything I want from one report, and I have to create multiple to get what I need. **What problems is Brightmetrics solving and how is that benefiting you?** We continue to use the reports to track time logged - in and tardies returning from breaks and lunches and long wrap times. ### 40. Brightmetrics has been a valuable addition to our agency. **Rating:** 5.0/5.0 stars **Reviewed by:** Cody M. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Brightmetrics?** Brighmetrics is a wonderful tool that our agency uses regularly for detailed insights into our phone call volume. We reviewed several vendors prior to making a decision, and we could not be happier in our decision to choose Brightmetrics. Their customer service is outstanding! **What do you dislike about Brightmetrics?** The only challenge that comes to mind is the brief delay with some reports. It can take a little longer for some reports to run, but this is of minor concern. **What problems is Brightmetrics solving and how is that benefiting you?** We did not have good insight into our phone call volumes, both on a per-user basis and per-workgroup basis. We now have that data at our fingertips. ### 41. Great customer service and very verbose report creation. **Rating:** 5.0/5.0 stars **Reviewed by:** Chris L. | Enterprise (> 1000 emp.) **Reviewed Date:** February 03, 2023 **What do you like best about Brightmetrics?** Generating custom dashboards and reports to fit the needs of our business. Between the excellent onboarding process and great customer service, we've been able to solve most issues we've experienced within the first contact. **What do you dislike about Brightmetrics?** A challenge for us was our initial implementation only had canned reporting fields as options. One of the reasons we shifted to Brightmetrics was for more robust reporting. However, once we identified areas of need, we were able to work with the support team to have the additional data available for reporting. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics provides us both real-time and summary reporting that we've been able to integrate into our data points to become more efficient and identify areas of needed improvement. ### 42. Skillful Reports and Talented Support Team **Rating:** 5.0/5.0 stars **Reviewed by:** Prakash C. | Associate Director of Information Technology, Enterprise (> 1000 emp.) **Reviewed Date:** April 18, 2023 **What do you like best about Brightmetrics?** Brightmetrics has clear visuals which are very well groomed, as well as user friendly experience when navigating. The reporting function is very efficient and can be made available in the form of CSV , PDF and most important things is we can also received reports thorugh email without any additional efforts **What do you dislike about Brightmetrics?** Didn't find any till now; overall experience is fine. **What problems is Brightmetrics solving and how is that benefiting you?** Data matching , It helps us to compare the data between GENESYS pure cloud and BM. ### 43. Ramp up quickly with little training needed **Rating:** 4.5/5.0 stars **Reviewed by:** Stephanie S. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Brightmetrics?** Out of the box, reports are comprehensive and easy to customize The interface is very user-friendly and easy to navigate Building interactive visualizations is quick and intuitive, making it easy to see data points on one dashboard **What do you dislike about Brightmetrics?** Not being able to create custom metrics Unable to share real-time dashboard snapshots through email tool **What problems is Brightmetrics solving and how is that benefiting you?** Call centre reporting and real time queue management ### 44. Brightmetrics Changed the Way We Look at Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Scott A. | Corporate Technical & Training Supervisor, Telephone Metrics Analyzer, Enterprise (> 1000 emp.) **Reviewed Date:** December 08, 2022 **What do you like best about Brightmetrics?** I like the ability to build telephone analytics dashboards for each location throughout our service area. Also, I appreciate the ability to generate timely reports that may be automated and sent via email or links to our location managers and customer care support team. **What do you dislike about Brightmetrics?** It takes a little extra time to learn the Brightmetrics jargon and how it translates between the telephone system's definitions and standard terms used within an office setting. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetics enlightens us on how our locations and customer service representatives handle calls while spotlighting trends in time and date. Brightmetrics has allowed the company to analyze location call handling regarding missed calls, voicemails, voicemail retrieval intervals, and so much more. We are now better positioned to coach our customer service representatives to be better at their job and reward them when they are outstanding. ### 45. Their service is truely outstanding. The product is very fast, intuitive and powerful. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2023 **What do you like best about Brightmetrics?** The service. I was having trouble figuring out how to generate some specific data. So I sent their support team an email about the report I wanted to do and if they advised me on the best way to do it. I got an email back in about 30 minutes saying they created the report and put it into my folder. That blew me away. The fact that they went the extra step and made the report. I logged in and ran the report, which gave me precisely what I was looking for. **What do you dislike about Brightmetrics?** I can't think of anything other than, like all cloud products, if the internet is down, then so is Brightmetrics. **What problems is Brightmetrics solving and how is that benefiting you?** Data about my phone system and call center. How many calls, abandoned calls, amount of time spent per call, ect. Our phone system has built in reports that come with it and are free, but Brightmetrics really adds a lot of value in helping you create reports and the speed at which the report executes. The canned reports within the phone system take forever to run, BrightMetrics is very fast. ### 46. We use it for live reporting! **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica M. **Reviewed Date:** December 21, 2022 **What do you like best about Brightmetrics?** Hi my name is Jessica, and I am a customer customer service manager for a national ecommerce company. I would give bright metrics a 10 out of 10. We use Bright metrics for live reports on call volume overall, as well as live reporting on call flow, and individual representative call volumes. **What do you dislike about Brightmetrics?** So far, I would not have had any negative feedback; I am thrilled with the brightmetrics system and use it multiple times a day. **What problems is Brightmetrics solving and how is that benefiting you?** Given that our volume is extremely high, we use bright metrics to determine the workload on each of our employees, as well as being able to confirm the type of call it was by integrating our brightmetrics account with other systems we have place. ### 47. Great Metric Software for Small (10K call per year) Call Center **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** April 17, 2023 **What do you like best about Brightmetrics?** Brightmetrics changed the way we do business. The software allows me access to the type of data that has helped me make data-informed decisions regarding staff coverage, call tracking, transferring issues, work distribution, and has even allowed me to address some performance issues that were previously unknown. The dashboard helps me keep track of our abandon rates, and we have moved from greater than 10% to a yearly average of 3.25%. Several included reports are very helpful, and I have found creating, viewing, and scheduling reports to be simple and effective for getting me the info I need. Product support has been responsive and helpful when needed. **What do you dislike about Brightmetrics?** Haven't run into any downsides yet and have been using the program for about three years. **What problems is Brightmetrics solving and how is that benefiting you?** We did not have any call center metrics software that was available for managers before Brightmetric ### 48. Simplify Phone Tree Management and Reporting **Rating:** 5.0/5.0 stars **Reviewed by:** Ken C. | Director of Information Technology Services, Mid-Market (51-1000 emp.) **Reviewed Date:** January 26, 2023 **What do you like best about Brightmetrics?** Easy to implement and configure. Getting high-level overviews or detailed reporting is very simple. The dashboards are easy to set-up, reuse, and tweak if necessary. **What do you dislike about Brightmetrics?** We have not found anything we dislike about the product. Our customer service department uses the platform as a continuous improvement tool to monitor their representative's interactions with customers. **What problems is Brightmetrics solving and how is that benefiting you?** The ability to quickly generate reports and visualize our phone tree and how calls are routed has saved us time and money. It allows us to understand when our call volumes peak so that we can plan accordingly. ### 49. AMAZING tool, AMAZING level of customer support! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Building Materials | Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2022 **What do you like best about Brightmetrics?** We are new to the Brightmetrics family, but could not be more happy with the tool. In the first 3 weeks, we already have visibility to data and analytics we've been needing for years. Brightmetrics' product support is world-class; tons of self-serve tools at your fingertips and an amazingly responsive and personal support staff. Absolutely delighted with this solution! **What do you dislike about Brightmetrics?** There isn't much! I need to work a little more to understand some of the field names in reports and what they control...but Brightmetrics has a great resource library to help my whole team with this! **What problems is Brightmetrics solving and how is that benefiting you?** We had limited understanding of what was driving our abandoned call rate (and negatively impacting our customers). Now, I can see exactly what was happening in the system when calls were lost. We've already identified an issue with our Mitel settings that may have been driving some of our issues, and were able to correct it quickly. ### 50. Expeditious Detailed Reports **Rating:** 5.0/5.0 stars **Reviewed by:** Esther I. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2023 **What do you like best about Brightmetrics?** The City of Salinas constantly uses Brightrmetrics to manage the fluctuation of calls. Receiving detailed reports instantaneously. **What do you dislike about Brightmetrics?** Brightmetrics has so many valuable tools that you need an ample amount of time to get to know how to manage the system. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics reports provide thorough information on all calls within the City of Salinas. The city constantly pulls reports from Brightmetrics and analyzes the reports to bridge a gap where call management can be improved. ## Brightmetrics Discussions - [What do you like most about Brightmetrics for call analytics, and what could be improved?](https://www.g2.com/discussions/what-do-you-like-most-about-brightmetrics-for-call-analytics-and-what-could-be-improved) - 1 comment - [What is Brightmetrics used for?](https://www.g2.com/discussions/what-is-brightmetrics-used-for) - 2 comments - [View Brightmetrics pricing details and edition comparison](https://www.g2.com/products/brightmetrics/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-27+08%3A45%3A05+-0500&secure%5Bsession_id%5D=a6f4f446-6c79-4dae-83df-835eb0dcee32&secure%5Btoken%5D=a81127e4a57cc412b332ce845746ae8922f751679daa3f33d712e832f860b564&format=llm_user) ## Brightmetrics Features **Reports** - Reports Interface - Steps to Answer - Graphs and Charts - Score Cards - Dashboards **Reports** - Reports Interface - Share Reports - Steps to Answer **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Genesys AppFoundry Marketplace** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Visualization** - Graphs and Charts - Score Cards - Dashboards - Formats **Data Updates** - Historical Snapshots - Real-Time Updating **Collaboration** - Sharing - Co-Editing - Devices **Self Service ** - Calculated Fields - Data Column Filtering - Data Discovery - Collaboration / Workflow - Automodeling **Advanced Analytics** - Predictive Analytics - Data Visualization - Big Data Services **Building Reports** - Data Transformation - Data Modeling - WYSIWYG Report Design - Integration APIs **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Performance and Reliability **Data Updates** - Historical Snapshots - Real-Time Updating - Email Reports ## Top Brightmetrics Alternatives - [Data Studio](https://www.g2.com/products/data-studio/reviews) - 4.4/5.0 (456 reviews) - [Canva](https://www.g2.com/products/canva/reviews) - 4.7/5.0 (6,430 reviews) - [AgencyAnalytics](https://www.g2.com/products/agencyanalytics/reviews) - 4.7/5.0 (443 reviews)