--- title: Brightmetrics Reviews meta_title: 'Brightmetrics Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 134 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: 134 scale: '5' date_modified: '2026-08-04' 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:** 134 ## 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 options** in Brightmetrics, making report tailoring intuitive and convenient for quick decision-making. (1 reviews) - Users appreciate the **ease of use** of Brightmetrics, enjoying intuitive dashboards and convenient report customization. (1 reviews) - Users appreciate the **intuitive dashboards** of Brightmetrics, allowing for easy access to clear insights and customizable reports. (1 reviews) - Users value the **intuitive dashboards** of Brightmetrics, enabling quick insights and easy report customization. (1 reviews) - Users enjoy the **intuitive dashboards and customizable reports** of Brightmetrics, enhancing decision-making without IT hassle. (1 reviews) **What users dislike:** - Users find the **difficult learning** curve challenging, especially with advanced features and initial setup of Brightmetrics. (1 reviews) - Users find the **difficult setup** of Brightmetrics overwhelming, especially when learning advanced features and analytics tools. (1 reviews) - Users find the **learning curve for advanced features** challenging, especially during initial setup with Brightmetrics. (1 reviews) ## Brightmetrics Reviews ### 1. 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. ### 2. Reports and dashboards are top-notch **Rating:** 5.0/5.0 stars **Reviewed by:** Stephane C. | Enterprise (> 1000 emp.) **Reviewed Date:** August 09, 2023 **What do you like best about Brightmetrics?** The reports and dashboards are easy to read and set up. Our customers are happy **What do you dislike about Brightmetrics?** Nothing yet. Everything is perfect for the moment **What problems is Brightmetrics solving and how is that benefiting you?** no worries for the moment ### 3. User experience **Rating:** 4.0/5.0 stars **Reviewed by:** Keith C. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2023 **What do you like best about Brightmetrics?** The ease of building reports and the overall funitionality. **What do you dislike about Brightmetrics?** The inablity to drill down on certain reports to the interval levels. **What problems is Brightmetrics solving and how is that benefiting you?** I'm able to review my teams overall performance and we built dashboards within Brightmetric as well. ### 4. Amazing Tool!!! **Rating:** 4.5/5.0 stars **Reviewed by:** Fernando F. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2023 **What do you like best about Brightmetrics?** Being a new user to Bright Metrics seemed intimidating at first with all of the features, but that quickly went away once I realized how amazing and easy it was to use. I love the ability to drill into reports, and get detailed information. Their customer support is top-notch! **What do you dislike about Brightmetrics?** Loading times on the reports vary, but well worth the wait! **What problems is Brightmetrics solving and how is that benefiting you?** I can get a high level overview of my outliers, and correct as needed. ### 5. Best program for keeping track of calls **Rating:** 5.0/5.0 stars **Reviewed by:** Louis S. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2023 **What do you like best about Brightmetrics?** I like how userfriendly the program is. I never have issues navigating and finding what I need. **What do you dislike about Brightmetrics?** Nothing at this time. I have never had any issues using the program. **What problems is Brightmetrics solving and how is that benefiting you?** I am able to keep track of the incoming company calls and my personal outbound calls. ### 6. Brightmetrics - excellent dashboard and precise, efficient reporting tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** March 29, 2023 **What do you like best about Brightmetrics?** Its an excellent tool for call centre live data reporting. Very efficient, easy to navigate dashboard. Alongwith being an excellent tool, also is excellent, proactive and friendly customer service as I had a logging in issue earlier which was efficiently resolved in a timely and professional but caring way by the representatives. Would definitely recommend this tool to everyone. **What do you dislike about Brightmetrics?** Haven't found any downside to this tool yet. Am happy with the way its working now. **What problems is Brightmetrics solving and how is that benefiting you?** Earlier Genesys was the reporting tool with dashboard not so specific and live reporting availability therein. This is much better dashboard encompassing all aspects of call centre live data covered therein. Am very impressed by this tool, also its very easy to navigate and user-friendly and good visual too. ### 7. My experience with Brightmetrics has been positive. **Rating:** 4.5/5.0 stars **Reviewed by:** B S. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Brightmetrics?** Analytical data format. Very empowering to the user. **What do you dislike about Brightmetrics?** None that I can see. The product is easy to navigate. **What problems is Brightmetrics solving and how is that benefiting you?** Data tabulation of inbound and outbound calls to monitor phone system utilization ### 8. Wonderful experience with amount of data available. **Rating:** 5.0/5.0 stars **Reviewed by:** Debby D. | Referral Service Director, Small-Business (50 or fewer emp.) **Reviewed Date:** February 23, 2023 **What do you like best about Brightmetrics?** Brighmetrics offers training sessions to help you navigate the system and how to get what you need. **What do you dislike about Brightmetrics?** Without getting any assistance or guidance, it would be tough to get the reports you would like. Just so much information and steps to take to develop any specific reports. **What problems is Brightmetrics solving and how is that benefiting you?** Determining where the calls are being directed and the abandonment rate. ### 9. The best app to manage agents and gather call info! **Rating:** 5.0/5.0 stars **Reviewed by:** Adonai W. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2023 **What do you like best about Brightmetrics?** It is an easy-to-use app that provides excellent customer service and tools for management. **What do you dislike about Brightmetrics?** The one problem I have found with Brightmetrics is the bugs. There are some cases where it will give me inaccurate call info and I will end up resetting my system to fix it. **What problems is Brightmetrics solving and how is that benefiting you?** Because I can check when call volumes are highest throughout the day, I can properly allocate agents during certain parts of the day. ### 10. Great Product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2023 **What do you like best about Brightmetrics?** Brightmetrics has allowed us to customize the dashboard and see data visualization in real time. The reporting system is easy to use and allows us to customize the reports to fit our needs. **What do you dislike about Brightmetrics?** We have not come across anything that we don't like at this time. **What problems is Brightmetrics solving and how is that benefiting you?** We're able to see how many calls we have in the queue, how many calls have been abandoned, how many agents are ready and how many calls have been handled successfully. ### 11. The service is user friendly and you don't have to be a expert to use it. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2023 **What do you like best about Brightmetrics?** I like how user friendly the service and dashboards are. I like that they have training classes that you can take to learn more. **What do you dislike about Brightmetrics?** Sometimes you have to refresh the dashboards to re-pull the data. **What problems is Brightmetrics solving and how is that benefiting you?** I am able to pull real time data analtyics for a call center. I can pull Group data or individual agent data. ### 12. Great for Reports! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Small-Business (50 or fewer emp.) **Reviewed Date:** October 27, 2022 **What do you like best about Brightmetrics?** We use BrightMetrics for running reports with our Mitel phone system. We have had this system for about ten years now. BrightMetrics is excellent to pair with the Mitel built-in reports. Mitel reports don't get quite as deep as BrightMetrics, so for us, it is a must that we have a tool available that we can dive in deeper with. The data is easy to understand, and it is nice to be able to print reports to share with the rest of our team. **What do you dislike about Brightmetrics?** For what we use it for, I can't say there is much that I don't like. The platform has been easy to navigate and provides us with the level of information and reporting that we need for our current setup. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics helps us to solve problematic call issues both internally and externally. We can keep tabs on our workgroup call flows. We have also used reporting to document phishing and robo-calls as they roll through our ten sites. We can then give accurate information to our local telephone company to help resolve the calls. ### 13. Great Tool that compliments our Mitel phone system **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2023 **What do you like best about Brightmetrics?** Ease of use and the ability to access from anywhere **What do you dislike about Brightmetrics?** The ability to see call volume/activity on auto-attendants **What problems is Brightmetrics solving and how is that benefiting you?** The ability to see call activity in realtime and help manage call center staff ### 14. Fills in the gaps where the canned reporting built into our phone system fails. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2022 **What do you like best about Brightmetrics?** We still rely on an older ShoreTel phone system that is still running strong. While the system does have built-in canned reports, Brightmetrics outshines that reporting (see what I did there?) both in terms of visualization and quality. The built in call flow reporting is perfect for systems that have schedules and different types of call routing. We used these reports to troubleshoot some call flow issues quickly and easily. Any reporting that can be done within ShoreTel can be done here, and without slowing down the phone system as happens with ShoreTel's reporting. The data is attractively laid out and easy to understand. Reports are easy to build, if they're not already present. We are happy that our Partner offered Brightmetrics, and it's one of the reasons that we stay with them. **What do you dislike about Brightmetrics?** For my purposes, I can't say that there are any downsides. I do feel once in a while, the reporting feels a little slow, but I believe that's more of a function of the age of our hardware versus the performance of the Brightmetrics platform itself. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics helps us solve not only call flow issues, but also helps keep tabs on problem employees that are making personal calls on company time. It allows us to easily visualize anything from call volume to call flow, and see trends over time. ### 15. Excellent reporting + support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2022 **What do you like best about Brightmetrics?** We have used Brightmetrics with our Mitel ECC phone system for over 5 years and we have just switched to Genesys PureCloud, again in conjunction with Brightmetrics. Real-time reporting is significantly better than the canned dashboards provided by phone system providers. Support has also been very helpful whenever we have needed them, and in a timely manner as well. **What do you dislike about Brightmetrics?** My only gripe with Brightmetrics is that we cannot change an Agent's status from the real-time dashboard with the Genesys integration, but we could with Mitel ECC. Perhaps it is functionality that will arrive in the future. **What problems is Brightmetrics solving and how is that benefiting you?** Saving custom reports that can be shared with business areas for their on-demand use, scheduled reports delivered by email, and real-time insight into agent/queue activity in a user-friendly interface. ### 16. Great Product **Rating:** 5.0/5.0 stars **Reviewed by:** Brenda W. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2023 **What do you like best about Brightmetrics?** Quick visual reports. Easy to use. Best product I have used. Very effective business tool. **What do you dislike about Brightmetrics?** Not a thing! It is a wonderfully effective tool with no downside. **What problems is Brightmetrics solving and how is that benefiting you?** Super beneficial in employee's reviews, as you can see very granual data of the load each one carries. ### 17. Brightmetrics is the BEST, I would definitively recommended with the eyes closed c: **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2022 **What do you like best about Brightmetrics?** Brightmetrics is the BEST software for reporting, real-time and any related bpo measure metric that I have ever used; I would definitively recommend, with the eyes closed, the easiness of creating and downloading a report based on the agents' performance. It is comfortable software, friendly for the user, and I am thrilled to use it. **What do you dislike about Brightmetrics?** Nothing. It is great how anything you may need is in there to report, download, share, schedule, or do anything. It is excellent how helpful this tool can be for anybody. **What problems is Brightmetrics solving and how is that benefiting you?** In my work department, finding a good tool for our basic reporting has been challenging and using Brightmetrics for the past months and the first time in my life has been incredible. ### 18. Using Brightmetrics **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Enterprise (> 1000 emp.) **Reviewed Date:** April 20, 2023 **What do you like best about Brightmetrics?** I like that the reports can be generated in real-time by group or individuals and the helpful hints sent to me are very helpful in learning how to operate brightmetrics. **What do you dislike about Brightmetrics?** The downsides are when generating a report it takes time to run it and unless you are trained on how to use brightmeterics, the wording of different reports are kind of confusing. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics is keeping track of the daily calls of the call center by the amount of calls by group and individually. ### 19. Brightmetrics is easy to use and their support is top-notch! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** April 11, 2023 **What do you like best about Brightmetrics?** The reporting is fantastic and very valuable to our team. It makes a super overlay to Purecloud, making it much more user-friendly and agile for us to utilize every day. Our agents are also able to take more accountability for their call volume, which we are able to see in real-time! **What do you dislike about Brightmetrics?** I have no complaints about Brightmetrics; we use it daily and love it. **What problems is Brightmetrics solving and how is that benefiting you?** Genesys is very technically challenging and Brightmetrics both brings Purecloud to life and makes the reporting easier to understand and implement. ### 20. BrightMetrics has been very helpful! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2023 **What do you like best about Brightmetrics?** The reports Brightmetrics makes available to use allows us to measure performances and show recognition to staff members who go above and beyond when it comes to incoming and outgoing phone conversations. **What do you dislike about Brightmetrics?** Some of the reports reset themselves even after they have been saved, including filters and extra added rows not being saved on the reports. This causes some extra work to have to be completed. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics is helping us track down if and when phone calls are being received in the office. This can be important if patients state they talk to or leave voicemails for our office and it can otherwise not be located. Brightmetrics allows us to follow a patient's path when speaking with us over the phone. ### 21. Telecommunications Director **Rating:** 5.0/5.0 stars **Reviewed by:** Paul S. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** April 04, 2023 **What do you like best about Brightmetrics?** Flexibility, Accuracy, Support, Cloud based and connected real time **What do you dislike about Brightmetrics?** Nothing comes to mind, Nothing comes to mind, **What problems is Brightmetrics solving and how is that benefiting you?** We bill(invoice) for calls made and received as well as use Brightmetrics to respond to criminal investigations. The real time capability is important and useful ### 22. Great data to help guide the business **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** June 19, 2023 **What do you like best about Brightmetrics?** Quick and easy to navigate the system to get the information you need. **What do you dislike about Brightmetrics?** No opportunities that I have seen so far **What problems is Brightmetrics solving and how is that benefiting you?** The systems help me identify the current trends and helps us better serve our internal customers. ### 23. Review **Rating:** 5.0/5.0 stars **Reviewed by:** Michael A. | Director of Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2022 **What do you like best about Brightmetrics?** The Brightmetrics application is easy to use, and once you set up a dashboard for a location, there is a lot of great information to view immediately. Reporting is very accurate and has been helpful with performance metrics within our company. The visuals are wonderful too. **What do you dislike about Brightmetrics?** Everything is working as it should. I do not have any dislikes with the product. **What problems is Brightmetrics solving and how is that benefiting you?** Performance metrics. ### 24. K12 Brightmetrics **Rating:** 5.0/5.0 stars **Reviewed by:** Joel M. | Director of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2022 **What do you like best about Brightmetrics?** Brightmetrics is easy to navigate with excellent detailed reporting. **What do you dislike about Brightmetrics?** There is not much I do not like and I would recommend. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics is a great to for helping us troubleshoot phone call records for routing issues with our LEC. ### 25. Visuals are nice, data analytics could be more robust **Rating:** 4.5/5.0 stars **Reviewed by:** Chrissy V. | Director of Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** February 11, 2021 **What do you like best about Brightmetrics?** Brightmetrics has easy read visuals which are very nice, as well as fairly easy user experience when navigating. The reporting function is very efficient, you're able to download the report CSV or unformatted , PDF. Or you can email it to yourself. **What do you dislike about Brightmetrics?** Brightmetrics has some pain points that cause users to need to go to multiple places to gather data. This is due to: -Does not have the same verbiage as Genesys Cloud which causes confusion and uncertainty in the data provided. -Does not have Data and Analytics for Quality Monitoring, being pushed from Genesys Cloud. **Recommendations to others considering Brightmetrics:** Brightmetrics is visually pleasing and has basic reports and Dashboard Charts. **What problems is Brightmetrics solving and how is that benefiting you?** Primarily we use Brightmetrics for the Live Dashboard as to what is waiting and Agent Status. This allows current views of how the agents are performing as well as what they are currently working on. This view also allows to view 'total' or 'count' on several different filters. The queue live performance view, is really great, we set notifications and color-alerts at certain thresholds, which brings the department's attention to it, so we can remedy what's happening in the moment. **Official Response from Azure Nelson:** > Thank you for your feedback. We would love to talk more about your pain points. Can you please private message us at support@brightmetrics.com to discuss further? ### 26. Brightmetrics is a Great Reporting Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 18, 2022 **What do you like best about Brightmetrics?** Easy to customize Reports and Dashboards. Numerous prebuilt templates. Great Value for the money. Reports far surpass the built-in Mitel reports. User-Friendly UI Unlimited users and scheduled reports. Great customer support. **What do you dislike about Brightmetrics?** Getting used to the customization options for reports and dashboards takes a little practice. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics is a great reporting tool for both troubleshooting and analytics. I primarily use Brightmetics for Telecom troubleshooting which helps to trace call origins and flow problems. Finding a particular call is easy, with a minimal amount of information provided by the user. ### 27. Great training and support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** December 07, 2022 **What do you like best about Brightmetrics?** The program was ready to use as presented, but as we learned more about the features and abilities- and thought of more we'd like to see- the support from Brightmetrics was excellent- responsive and helpful. **What do you dislike about Brightmetrics?** The learning curve was such that some of our staff fell off before getting to the point where they could see and appreciate all the benefits of using Brightmetrics. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics is our first dive into telephone data, and we learned so much, so quickly about our real needs, and that many of our preconceived assumptions were off- some were way off! ### 28. The Reports are AMAZING! **Rating:** 5.0/5.0 stars **Reviewed by:** Stephanie S. | Network Administrator, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2022 **What do you like best about Brightmetrics?** The variety of reports available, and the in-depth reporting capabilities are second to none. I use it with Shoretel on-prem, I haven't found anything better to use in my day-to-day business as a phone system administrator. **What do you dislike about Brightmetrics?** There isn't a single thing I can point to that I dislike about the BrightMetrics reporting features/tools. The only way it can improve is to work with more systems (Dialpad, Zoom, etc). **What problems is Brightmetrics solving and how is that benefiting you?** Being able to see cradle-to-grave reports on phone calls has saved our collective rear-ends several times. It helps the staff, the management team, and myself as an admin. ### 29. Huge Management Help **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Brightmetrics?** The great selection of detailed reports and recommended reports that I find very useful. **What do you dislike about Brightmetrics?** I currently have not run into any areas that I am dissatisfied with. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics helps me monitor the activity of my staff. Being able to see if the work being done is equally distributed. ### 30. Super Simple / Great Support **Rating:** 5.0/5.0 stars **Reviewed by:** Sal A. | Director of Sales, Mid-Market (51-1000 emp.) **Reviewed Date:** March 15, 2022 **What do you like best about Brightmetrics?** I love how the reporting is super detailed and very easy to navigate and access. We use Genesys Cloud and their native reporting is very lacking. The dashboard options for live call center tracking are the best in the industry. **What do you dislike about Brightmetrics?** It takes a little bit to get used to, but they do provide training seminars a couple of times a month. The instructors have been super helpful. I would say they can do a little bit better onboarding and share best practices and dashboards from other call centers. **What problems is Brightmetrics solving and how is that benefiting you?** Real-time agent data. I can see who has been idle for a while, what calls are waiting, and a plethora of other tools. I can adjust my call center in real-time based on those dashboards. ### 31. Exceptional platform and organization for phone reporting and more. **Rating:** 5.0/5.0 stars **Reviewed by:** Tracy B. | Member Experience Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2021 **What do you like best about Brightmetrics?** Brightmentrics is an excellent platform and provides the tools for organizing phone reporting ond Call Quality recordings. As a Member Experience Representative, Brightmetrics provides exceptional services and education as well as a wonderful responsive team. **What do you dislike about Brightmetrics?** Not having phone reporting in 1 file per departments. **Recommendations to others considering Brightmetrics:** Outstanding platform to use for Call Quality recordings and great summarization for phone reports. The new Radiance Brightmetrics is very user friendly. Great support team that answers all my questions when needed and educational programs are available. **What problems is Brightmetrics solving and how is that benefiting you?** No problems to solve. Gained great knowledge and continuing to recieve great benefits from Brightmetrics. ### 32. It works for us **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2022 **What do you like best about Brightmetrics?** We use Brightmetrics to run reports for our Shoretel/Mitel system, and we have been using Brighmetrics for about seven years now. I have found the recommended reports are easy to understand and edit. The reports can be set up to automatically run on a set schedule and emailed to the managers that need them. The reporting features are very helpful and provide a wealth of information to us. **What do you dislike about Brightmetrics?** One thing that is a little annoying is when I edit a report to reflect new employees that need to be a part of the said report; I also have to add these same employees to the email options configuration. Once the report is edited, that should be the only location it should be edited; however, this is not a big deal to do now that I know it needs to be also edited in the email configuration of said report. Another thing that would be nice would be the ability to remove or deactivate employees that are no longer in our phone system from showing up in Brightmetrics system. I have former employees from years ago that still show up as one of the party names that I can choose to run a report on. **Recommendations to others considering Brightmetrics:** Give it a try. I believe you'll find it as robust and helpful as I do. **What problems is Brightmetrics solving and how is that benefiting you?** We are able to know which of our CSR's are productive in the amount of calls they answer. We can also see the number of calls that come in, their wait time and any abandoned calls. It helps us is knowing the number of CSR's we need to staff at a given time. We can also see the path that a call took, meaning the number of transfers and how long the call lasted in our phone system—great information for training purposes. ### 33. BrightMetrics is a MUST HAVE if you use mitel **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2022 **What do you like best about Brightmetrics?** Having a Mitel UC environment is tricky, and often, I feel like I am flying blind. Brightmetrics has saved us SO many troubleshooting hours. It's not just for reporting; it is also instrumental in troubleshooting call flows (using their call flow mapper) as well as general reporting. Anyone that has done reporting in Mitel knows how awful it is. I have told at least a dozen people that they need this to make mitel a success. **What do you dislike about Brightmetrics?** There is honestly nothing that I dislike. Their support team is absolutely incredible and never failed to help me with my issues. They have even gone above and beyond to help me with reporting logic. No, truly this is a 5 star company **Recommendations to others considering Brightmetrics:** Try a demo, and you will immediately see the value add. This is a MUST have for Mitel environments **What problems is Brightmetrics solving and how is that benefiting you?** We have utilized Brightmetrics to stage holiday recordings. We have used it to diagram ALL of our call flows. We use it to demonstrate value adds and needs across the company. ### 34. Excellent Support **Rating:** 5.0/5.0 stars **Reviewed by:** Dianne F. | Network Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2022 **What do you like best about Brightmetrics?** The support team is outstanding, attentive, and willing to share their knowledge to help understand any questions or issues. The training offered is excellent. **What do you dislike about Brightmetrics?** It is such an amazing application I wished that it worked with the Cisco UCCX and PBX. I think it only works with Mitel and Genesys Cloud. More flexible canned reports. **What problems is Brightmetrics solving and how is that benefiting you?** Call Detail Reporting and Call Flow are essential in our business and the ability to have a visual report that diagrams each leg of a call and the flow of a call is crucial. ### 35. Friendly UI & Great Reporting **Rating:** 5.0/5.0 stars **Reviewed by:** Jeffrey S. | D, Mid-Market (51-1000 emp.) **Reviewed Date:** June 18, 2022 **What do you like best about Brightmetrics?** I find the UI easy to navigate. The reporting is great. Good tech support and training. I have a Shoretel/Mitel phone system. **What do you dislike about Brightmetrics?** I have no dislikes or bad experiences with Brightmetrics. **What problems is Brightmetrics solving and how is that benefiting you?** I use it frequently for analyzing call flow and reviewing staff productivity. ### 36. Want good data? Get Brighrmetrics! **Rating:** 5.0/5.0 stars **Reviewed by:** Shellie O. | Contact Center Manager **Reviewed Date:** February 24, 2022 **What do you like best about Brightmetrics?** Brightmetrics gets all the noise out of your phone system reporting, so you can hyper focus on the data. **What do you dislike about Brightmetrics?** Realtime reporting is behind due to the data sweeps. However, that is Mitel and other phone systems it might not happen that way. The work around for this tiny hiccup is that you can manually refresh the data. **What problems is Brightmetrics solving and how is that benefiting you?** I love the customization for the wallboard, as well as, the scheduling of reports. Our wallboard is our lifeline. It is easy to read and you can set great thresholds that easily catch your eye if the volume picks up or an agent is not in the correct status. For reporting, each morning I can open my email and check the stats for the day before. I also can watch the wallboard on my phone at all times! ### 37. Easy to use, quick to learn and super convenient to share with employees **Rating:** 5.0/5.0 stars **Reviewed by:** Megan H. | Director, Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2022 **What do you like best about Brightmetrics?** How easy it is to generate dashboards - super easy to display data and make it available to employees. **What do you dislike about Brightmetrics?** There is nothing I like dislike about Brightmetrics - I just wish i could bring other data in - we have it withour call center data - we would like to use it in other areas since it is so easy to use. **What problems is Brightmetrics solving and how is that benefiting you?** We built dashboards for every call center agent to know where they stood on their performance - this allows a productive coaching session with their coach and themselves. ### 38. Insightful & Simple **Rating:** 4.5/5.0 stars **Reviewed by:** Paola C. | Advanced Customer Service Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 04, 2022 **What do you like best about Brightmetrics?** This program also allows us to view all available users across all departments. It breaks down who is available for a call, who is waiting for a call, and who is on a call by color-coding using distinguishable colors. The simple yet detailed release code feature helps provide valuable insight on a day-to-day basis as it can distinguish availability and tells you who is working on what while logged in to our call system. **What do you dislike about Brightmetrics?** There is unused space on the top half of the website. I wish there were a more compact version of the website which condensed the top half of the site. For larger companies with a more considerable amount of representatives, it can be a pain having to scale down the website by using the browser control to fit more users onto the screen. **What problems is Brightmetrics solving and how is that benefiting you?** There is no more guessing game involved in figuring out the order in which calls will arrive. Our view settings have been optmized to promote productivity within our company. ### 39. Brightmetrics is a great measuring tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** October 26, 2022 **What do you like best about Brightmetrics?** The graphs are most helpful in daily tasks **What do you dislike about Brightmetrics?** Everything is good, however, sometimes difficult to navigate **What problems is Brightmetrics solving and how is that benefiting you?** i can monitor phone calls , times and quantitity ### 40. Saves us hours each week **Rating:** 5.0/5.0 stars **Reviewed by:** Kris D. | Manager of Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** March 04, 2022 **What do you like best about Brightmetrics?** Preconfigured dashboards and shared reports mean I spend less time training and configuring. Their response time for issues and questions is lightning fast. **What do you dislike about Brightmetrics?** Some data points are available in the Mitel SQL database, but aren't available for charts and reports. **What problems is Brightmetrics solving and how is that benefiting you?** Before implementing Brightmetrics, I had to choose between spending hours each week making custom reports for each workgroup or managers having no access to their metrics. ### 41. Makes it easy to monitor the call volume coming in **Rating:** 5.0/5.0 stars **Reviewed by:** Ryan C. | Manager- Ticket Services & Sales, Small-Business (50 or fewer emp.) **Reviewed Date:** March 15, 2022 **What do you like best about Brightmetrics?** The dashboard's clarity, and the ability to see how many people are logged in at a time. **What do you dislike about Brightmetrics?** Total call count sometimes takes a bit to update **Recommendations to others considering Brightmetrics:** Make the reporting better so its easy to run reports breaking down call times, total calls and other metric data **What problems is Brightmetrics solving and how is that benefiting you?** We have an easier time finding out who is struggling to get through calls. ### 42. Awesome customer service & great reporting **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2022 **What do you like best about Brightmetrics?** I appreciate all of the help we get from the customer support team. The reporting is easy to use and set up, and when you need a little extra guidance, the team is there to help. We have Michele as our contact. She is awesome. She quickly responds to any requests and frequently checks in to make sure that we have what we need. **What do you dislike about Brightmetrics?** Nothing. The reporting gives us what we need, and we get support as needed **What problems is Brightmetrics solving and how is that benefiting you?** We obtain all call center phone reporting from bright metrics. It bolted onto the call software and gave us much better reporting than we were getting from the phone system reporting. ### 43. BrightMetrics 10 stars out 10 for them. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2022 **What do you like best about Brightmetrics?** BrightMetrics is an excellent reporting option with even better support staff. I have not had a problem they could not fix. **What do you dislike about Brightmetrics?** Wow, this is a tuff question. Maybe more insight on what's up and coming. Perhaps It is available, and I do not know where to find it. :-) **Recommendations to others considering Brightmetrics:** BrightMetrics is a Win Win **What problems is Brightmetrics solving and how is that benefiting you?** Agent and group performance. We can see where we have opportunities to improve. ### 44. GREAT PRODUCT ! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Enterprise (> 1000 emp.) **Reviewed Date:** March 04, 2022 **What do you like best about Brightmetrics?** It helps me keep track of my call center and all my agents as well as look for information of an incoming or outgoing call very efficient. **What do you dislike about Brightmetrics?** There is really nothing I dislike; the loading at the beginning may take a while for me, but it s understandable. **What problems is Brightmetrics solving and how is that benefiting you?** I do not have any current problems ### 45. Excellent Customer Service and Support Team, Informative Training Sessions, Incredible Interface! **Rating:** 5.0/5.0 stars **Reviewed by:** Alan S. | Workforce Management Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2021 **What do you like best about Brightmetrics?** Brightmetrics has an outstanding interface that is user friendly, neat, and organized. There's so much you can do with the report and the options are endless. It has so many of the tools and resources that I need, one of which I like a lot: The Data Definition which allows me to search up terms that I may not understand. Theres also tons of training videos, articles to guide you on key topics, and each week you can even tune into live sessions that offer report training and a Q&A. The best part is their support staff who will work to answer any questions or issues you may have by replying and walking through the ticket you submitted. I have personally used this feature and can attest to how wonderful it is. Its insightful and informative! Overall, this company strives in providing excellence and that can be seen from their customer service, support, and product. Thank you Brightmetrics for making our processes at our company that much brighter. **What do you dislike about Brightmetrics?** There is nothing I dislike. Brightmetrics take feedback and suggestions well and also works closely with their development team to do updates or add features and keeps you posted on it! **What problems is Brightmetrics solving and how is that benefiting you?** I am not having any problems. ### 46. Great reports and a great way to track callers and identify areas needing improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Todd R. | C, Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2022 **What do you like best about Brightmetrics?** Excellent reporting and a great way to monitor the job performance of employees. enjoy the phone number tracking method to identify problem areas to improve operations and manage calls **What do you dislike about Brightmetrics?** No, I like the entire platform we have no issues with this platform **Recommendations to others considering Brightmetrics:** buy it and enjoy it **What problems is Brightmetrics solving and how is that benefiting you?** call tracking and job performance metrics ### 47. Out of the darkness and into Brightmetrics! **Rating:** 5.0/5.0 stars **Reviewed by:** Elsa A. | Supervisor, Corporate Department, Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2021 **What do you like best about Brightmetrics?** Ever since our company started using Brightmetrics, we have been able to gain insights into our agents phone handling and communication tools. The new and improved platform is so easy to use. I was able to build customized reports in a matter of a few minutes. These reports have become instrumental in the way we improve our customer service and call handling. Brightmetrics was especially helpful during the pandemic. Our company handled the State Healthcare program, and it was critical that calls were not dropped or abandoned, and that our agents answered the phones promptly. The reports really helped us figure out the call wait times and peak call times for staffing purposes. The reports can be customized to our company’s needs and scheduled for email delivery. I can’t say enough about how much Brightmetrics has helped us improve our customer service. I also truly appreciate the tech support. Super helpful, efficient, and prompt responses to all my questions. **What do you dislike about Brightmetrics?** There is nothing that i dislike in Brightmetrics. **Recommendations to others considering Brightmetrics:** I highly recommend this product. This is now my go-to for reporting and insights into our communication tools. **What problems is Brightmetrics solving and how is that benefiting you?** The reports really helped us figure out the call wait times and peak call times for staffing purposes. ### 48. The reports are both deep and easily graphed for powerful insights into your team's performance. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2022 **What do you like best about Brightmetrics?** There are a lot of canned reports that are very useful out of the box and the support team is one of the best. **What do you dislike about Brightmetrics?** They specialize in Mitel at this point but would like to see them integrate with other popular systems. **What problems is Brightmetrics solving and how is that benefiting you?** We resolved staffing issues and shored up missed calls and the reports provided forensic insight into problems. ### 49. Great Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Tammy C. | Customer Service Specialist Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** July 12, 2021 **What do you like best about Brightmetrics?** I love the reports! I use them to track staff numbers, login and out times. The uses are endless and I know that if I can't find a report to run on a particular situation, that the staff with Brightmetrics, is always to helpful in helping me. **What do you dislike about Brightmetrics?** I liked the older dashboard better, the new one works just the same, but it has taken some getting used to, with the color changes and what each one represents. **What problems is Brightmetrics solving and how is that benefiting you?** I've been able to determine where particular calls are transferred- which has allowed my company to reroute calls to one department. I'm able to track login and logout times- and how it correlates to their call volume, which has led to more training. ### 50. Brightmetrics is a great tool to gain phone system insight **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** March 07, 2022 **What do you like best about Brightmetrics?** i like the drill down capability in the brightmetrics data base **What do you dislike about Brightmetrics?** would like to share drill down data when exporting and sending (emailing) reports. **What problems is Brightmetrics solving and how is that benefiting you?** trying to solve abandon calls (down to 5.4% ); can verify calls using Caller ID and Dialed Number reports, working on report that shows user activity (wrap up, logged out, on call) when a call is abandoned, would also like a report that quantifies wrap up, logged out, logged in status. ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-05+00%3A33%3A04+-0500&secure%5Bsession_id%5D=fa38096e-1d8e-4ba8-ba6d-3acfd87d97dd&secure%5Btoken%5D=1380cf17d04e62f7a6c316df4e53053703a86e3a44056e4619fbc7b0c45444cd&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 (6,463 reviews) - [AgencyAnalytics](https://www.g2.com/products/agencyanalytics/reviews) - 4.7/5.0 (449 reviews)