--- 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. Top notch product Top notch Service **Rating:** 5.0/5.0 stars **Reviewed by:** terry o. | S, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2021 **What do you like best about Brightmetrics?** The flexibility of the reports, they constantly improve the product, and the support is A+ I have been a customer for many years, and any system we install gets BM included automatically. The amount of information and flexibility of the reports are incredible, and the system monitoring features and dashboards are fantastic. The RealTime Dash and ECC integration are beneficial to our organization to monitor staffing and to provide excellent customer service. I can't say enough how well the product is, and the staff goes above and beyond to reply quickly to provide the assistance and answers you need. It's a must. I highly recommend it, and you won't be disappointed. **What do you dislike about Brightmetrics?** Nothing. I cannot find one thing that I do not like about this product. **What problems is Brightmetrics solving and how is that benefiting you?** Staffing of our call centers. Troubleshooting of call flow or call center operations. It is such a helpful tool to get the group members quickly - call flow etc. Such a huge time saver in troubleshooting and proof of call flow and operations. The dashboards alone for our agents help them maintain excellent service. It has proved very beneficial in call tracking. ### 2. Brightmetrics User **Rating:** 5.0/5.0 stars **Reviewed by:** Ben B. | Sr operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2021 **What do you like best about Brightmetrics?** I would say the reporting is very much up to date. I enjoy running reports such as cradle to grave reports along with tracking customer's steps through the IVR so we can identify issues with the IVR or if the customer is making invalid selections. I will also add the support team has been great when needed to help create new reports. **What do you dislike about Brightmetrics?** I have not found anything to dislike in the past year. **Recommendations to others considering Brightmetrics:** I would recommend giving them a shot. I don't think you will be disappointed. My company has had zero complaints in the year we have been a part of their family. **What problems is Brightmetrics solving and how is that benefiting you?** Call volume has decreased by 30% by utilizing this tool and allowed us to reduce headcount, ### 3. Great product, easy to use with strong training and support. **Rating:** 5.0/5.0 stars **Reviewed by:** Carl P. | Vice President Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2021 **What do you like best about Brightmetrics?** Phone systems with Call Center software is complicated and Brightmetrics simplifies the reporting process through an easy to use interface. The access to training sessions and support is what makes me appreciate their product. I attend traning sessions, and then create reports or dashboards. If I run into difficulty I just put in a support request and they come back with well writting suggestions. **What do you dislike about Brightmetrics?** At first I was uncomfortable with the new interface because I had been using the old interface for 3+ years. Now that I have been using it for a couple of months I find it faster and easier to configure or adjust my reports and dashboards. **What problems is Brightmetrics solving and how is that benefiting you?** Two months before the pandemic I attended one of their live training sessions. From that I learned how to create an agent and queued calls dashboard for the team. The goal of creating this dashboard was to have everyone take responsibility for the service level and queue availability. It was a simple URL that all staff had displayed on their desktops. Once the pandemic hit and we sent all staff home for the past year it became instrumental in keeping the team focused on supporting our customers. It was also a huge relief to me to know the status of each support team member at a glance and that fact that most of the time they encouraged each other to stay available. ### 4. Impressive Software & Support! **Rating:** 5.0/5.0 stars **Reviewed by:** David C. | Business Technology Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** July 14, 2021 **What do you like best about Brightmetrics?** Ease of use, quality of data, friendly and prompt technical support **What do you dislike about Brightmetrics?** Perhaps one opportunity for improvement would be to be a little more descriptive in some of the metric Definitions. **Recommendations to others considering Brightmetrics:** If you like raw data, you will love BrightMetrics! **What problems is Brightmetrics solving and how is that benefiting you?** We are continually optimizing contact center staffing level. BM data has been invaluable. ### 5. Highly Recommend BrightMetrics! **Rating:** 5.0/5.0 stars **Reviewed by:** Michael M. | System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** July 20, 2021 **What do you like best about Brightmetrics?** Excellent product. Very easy to use. The customer service is outstanding! Every time I reach out for assistance they are very responsive. Great follow up as well. They stand behind their product. **What do you dislike about Brightmetrics?** Honestly, I have not had a bad experience with the product or the service. **Recommendations to others considering Brightmetrics:** If you are looking for a quality product with a great company that stands behind it I would highly recommend checking out BrightMetrics. **What problems is Brightmetrics solving and how is that benefiting you?** We use BrightMetrics to assist our managers in viewing detailed reports and graphical dashboards on the details of their team's calls. Anything from total calls, calls per hour to duration of the call. ### 6. Great visuals, Robust Reports, EXCELLENT Customer Service! **Rating:** 5.0/5.0 stars **Reviewed by:** Mike C. | Business Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2021 **What do you like best about Brightmetrics?** With COVID hitting our business and sending most of our workforce remote, we needed to lean on Brightmetrics to help us through. We began working with Brightmetrics to design and create valuable dashboards that helped our Operations team stay on top of their remote team's workload. From there, we took advantage of their LIVE dashboard feature that showed all of our call centers inbound and outbound calls in real-time. This visibility helped us keep our abandonment rate down and maintain customer satisfaction through a challenging time. Lastly (but should be first!), their customer service team took outstanding care of us. If we hit a snag or needed a specific piece of data for a report, the Brightmetrics team took control and made sure we got what we needed. **What do you dislike about Brightmetrics?** There hasn't been anything of note that we've disliked. Sometimes it can be challenging to get the business to "trust" the data, but that's not always a Brightmetrics issue. **What problems is Brightmetrics solving and how is that benefiting you?** Employee workload, customer satisfaction, call routing and best practices. ### 7. Great product backed up with excellent support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** September 07, 2021 **What do you like best about Brightmetrics?** The dashboards are easy to set up and manipulate to show the required data. The real-time element allows managers and team leaders to monitor call activity, agent status constantly and make changes as needed. From a reporting perspective, the out the box reports are straightforward to configure and schedule to be delivered as desired times. If the out of the box report does not quite contain the relevant data it is very simple to tweak to add or remove various information. All is this is backed up with an extremely friendly and knowledgeable support team who are on hand to assist with any queries when called upon. **What do you dislike about Brightmetrics?** The only negative I could think of is that the support is based in the US and I am in the UK so if I need to raise a ticket in the morning I need to wait for the US to open for a reply although I have never had an issue which isn't resolved within the same working day. **What problems is Brightmetrics solving and how is that benefiting you?** Details reporting which can be provided to our clients on the SLA we provide them. Real time agent activity so the call centre can be constantly managed. ### 8. Excellent Phone que dashboards **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** February 24, 2022 **What do you like best about Brightmetrics?** the organization and easy to follow. Setting up groups is a perfect way to look at your team **What do you dislike about Brightmetrics?** initial learning is challenging if you don't do any training at all **What problems is Brightmetrics solving and how is that benefiting you?** We can resolve any users not logged in to do their daily workflow. The phone queue is constant and accurate. This allows us to be more productive as a team. ### 9. A GameChanger **Rating:** 5.0/5.0 stars **Reviewed by:** Jacob H. | Inside Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2021 **What do you like best about Brightmetrics?** I love how easy BrightMetrics makes data analysis on our phone calls. You can look at almost any thing, any way, macro or micro, and make meaningful graphs, charts, and report of it. **What do you dislike about Brightmetrics?** The hardest thing about this software is the fact that it makes SO much of our call data available to analyze. Once you figure out what to focus on, it becomes easy. **What problems is Brightmetrics solving and how is that benefiting you?** Receiving hundreds of calls a day from our customers is no easy task to keep up with. It helps us ensure we are meeting our high service standards to our customers - fast answers, low transfer rates, and much more. From an overall workgroup, it helps us manage teams, and whenever we see an issue, we can deep dive into individual data. ### 10. Absolutely Fantastic **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2021 **What do you like best about Brightmetrics?** What we love most about this program is how quickly we can get so much data by only building one report. Users can start with an ECC or workgroup report and click on specific names and numbers to pull up further information without having to build 5 to 6 different reports. The automated reporting/scheduling is fantastic, and the Real-Time Status Dashboards are an absolute dream. This product has really made a difference for us at our company and has shown us in real-time our staffing needs. If we ever had any questions or concerns, the support team is always lightning-fast to respond with the exact solution in the responding email. **What do you dislike about Brightmetrics?** So far, we haven't experienced any negatives. **What problems is Brightmetrics solving and how is that benefiting you?** We use Brightmetrics to review our staffing needs, check the quality of service our customers are receiving by low transfer and minimal abandoned call rates, and spot possible issues with our phone system before they become a greater issue. ### 11. Very customizable and easy to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Goldie M. | Chief Operating Officer, Compliance Officer, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2021 **What do you like best about Brightmetrics?** Love dashboard views and ad-hoc reports! **What do you dislike about Brightmetrics?** No dislikes............................. **Recommendations to others considering Brightmetrics:** Great product, affordable, and one of the best companies I've ever worked with **What problems is Brightmetrics solving and how is that benefiting you?** We use the dashboards to manage multiple call centers, including call volumes, call types, voice mail quantities, hold times, abandon rates, and more. We schedule some of the dashboards to be emailed to key individuals at regular intervals (typically weekly) and allow the call center managers to create their own dashboards, as well. We pull ad-hoc reports when investigating complaints, trends, or root causes of issues. Compared with compiling reports directly from our phone system, the load time is fast and the ability to export reports is very convenient. ### 12. Game changer for my staff and I! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2021 **What do you like best about Brightmetrics?** We love the visibility of both our call center staff and management team have of different metrics that help us determine workflow and monitor our busy periods. We can tailor the metrics we see in real-time and run reporting that helps us serve our fans better. **What do you dislike about Brightmetrics?** Our only challenge is integrating reporting with our overall staff metrics, reviews, and productivity reports, which we currently do manually. **Recommendations to others considering Brightmetrics:** For staff visibility and ease of use and setup, Brightmetrics has been fantastic and the learning curve to use the software is quick. **What problems is Brightmetrics solving and how is that benefiting you?** Our call center is unscripted, and we like to give our staff the autonomy to determine the call length needed to resolve customer issues best. To have that autonomy, having the visibility of how many calls are in the queue and how many have requested a callback helps staff to make decisions in high volume periods. ### 13. Great reports and outstanding support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2021 **What do you like best about Brightmetrics?** The reports are very good. I can break down a call to each leg that was processed in flow path. This report helps my executives determine call effectiveness. The page links up to call recordings as well if you have the Mitel feature. We also have contact center and the live dashboard is used by them extensively. The best part about this company and the product is the support. If you cant, find what your looking for, their support will help you find exactly what you need through the reports. Their support is top-notch in the tech industry. I work with servers, storage, phones, etc... and their support is one of the best I have encountered. **What do you dislike about Brightmetrics?** Sometimes it can be hard to pinpoint the exact report you're looking for on your own to get the results you need. I don't spend much time in this system as I wear many hats at my company. If I spent lots of time in the report generator I am sure I could learn most of it on my own. When I do have problems finding what I need from the reports I can contact support and they help me to find it but like I said sometimes it is not intuitive on how to get some data. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics helps my executives to see all angles of our patient call quality. The reports look great, are easy to understand the data presented, follow call flow, and gives our contact center visibility into their metrics and if they are meeting them. Many times we will have customers say they called such and such number and left e message with a nurse or reception. We can run those reports to verify and then easily click on the recording to see who was reached in all transfers of the phone call and listen to the actual conversation that took place. ### 14. Easy Interface, Useful Dashboards, Improved Call Center, Useful Analytics, Excellent Service **Rating:** 5.0/5.0 stars **Reviewed by:** Chrissi C. | Office Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 20, 2021 **What do you like best about Brightmetrics?** I am not tech savvy at all, and this system was very easy to use, even for me. It helped to map out our call center for maximum efficiency and better service to our customers. Our abandonment rate, call times and hold times were all lowered. The customer service and support were all excellent and I would strongly recommend this product and service to anyone looking to improve their office or call center. Being able to look at the dashboard and all the information it compiles for me along with being able to research calls was so helpful and what I loved most. **What do you dislike about Brightmetrics?** There honestly was nothing i disliked about Brightmetrics. I had zero problems and zero complaints in the many years that we used them. **What problems is Brightmetrics solving and how is that benefiting you?** I was able to look at each agent's call times, each agent's total time spent on the phones and with customers, our abandonment rate, and our hold times to be able to re-map our phone system in order to make it more efficient and better for our customers that call in. Overall our entire method of call handling changed for the better by being able to view all the analytics. I was better able to train new agents and offer continuous training for even seasoned agents with the call recording. Addressing complaints by researching calls and problems was a huge benefit to not only the customers but all of our employess as well. ### 15. Super easy to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Renae J. | Transit Director, Small-Business (50 or fewer emp.) **Reviewed Date:** April 09, 2021 **What do you like best about Brightmetrics?** I love the fact that it's so easy to get my data into a nicely formatted report. I can drill down into every piece of data. **What do you dislike about Brightmetrics?** I wish the report building was a little more user-friendly. I had to have Michele help me put my report together but now all I have to do is push the button and there it is! **What problems is Brightmetrics solving and how is that benefiting you?** I can easily see how many calls are coming into the call center, what time, how quickly they are being answered, how long they are on hold, etc. We purchased new customer service software and with Brightmetrics reports I can see how the new software is making our call center more efficient. ### 16. Excellent tool for call center metrics and reporting! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2021 **What do you like best about Brightmetrics?** The live dashboard feature is my favorite. The ability to have a display with relevant metrics from our phone system for folks to see and quickly get a handle on is indispensable. I also love the report builder. I can tailor reports to different groups who might be concerned with a varying set of metrics. **What do you dislike about Brightmetrics?** I am a massive fan of dark theme dashboards, so if I'm picky, it would be the light theme. :) **What problems is Brightmetrics solving and how is that benefiting you?** Before this, we had reports, but they weren't quite what we needed. We had limited real-time visibility into our call center operations. Since adopting Brightmetrics, we've been able to optimize our call flow and keep our fingers on the pulse of our call center operations. Our agents enjoy being able to receive reports of their statistics as well. ### 17. Easy to navigate, Intuitive reports, Useful dashboards **Rating:** 5.0/5.0 stars **Reviewed by:** Anna B. | IT support specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2021 **What do you like best about Brightmetrics?** The reports are intuitive to find and easy to manipulate to find your desired results or statistics. The dashboards are easy to set up and modify. The Data on the dashboards remains synchronized at all times; there is no delay for information. **What do you dislike about Brightmetrics?** Would like more ACD reporting. Creating new dashboards can sometimes be confusing, but not always. **What problems is Brightmetrics solving and how is that benefiting you?** We currently use Brighmetrics for accurate, second to second updates on the status of the call center queue and general call statistics, and to trace calls and pull up audio recordings during call investigations. ### 18. Visibility leads to Improvements; BrightMetrics gets it done! **Rating:** 5.0/5.0 stars **Reviewed by:** David P. | Corporate Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2021 **What do you like best about Brightmetrics?** Implementation was crazy easy and didn't involve resource constraints or issues. The software itself is easy to use with helpful videos. Anytime I can't figure out how to make a report or figure a dashboard out, the support staff has been fast-acting and phenomenal to work with. **What do you dislike about Brightmetrics?** Although I can pull the software up on my phone via their HTML, I wish there was a phone app to view stats and get notifications. **What problems is Brightmetrics solving and how is that benefiting you?** Implementing these reports and using the dashboards and scorecards as management-led KPIs made us realize productivity improvement within our CSR members. We could never put the finger on the pulse of our call volume nor opportunities for improvement. They gave us the visibility that we needed! ### 19. office manager **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Small-Business (50 or fewer emp.) **Reviewed Date:** July 06, 2021 **What do you like best about Brightmetrics?** I am able to see which staff is picking up call, turing calls over, and how many each staff memeber is able to help. Also able to see who is placing patience on hold and length of time. **What do you dislike about Brightmetrics?** too many busy graphs. decrease graphs to basic functiomns **Recommendations to others considering Brightmetrics:** If you are having challenges with staff answer phones, or patients complaining about phone this is the software to have. **What problems is Brightmetrics solving and how is that benefiting you?** turn over of calls ### 20. Excellent Reporting **Rating:** 5.0/5.0 stars **Reviewed by:** Mark C. | Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 19, 2021 **What do you like best about Brightmetrics?** The reporting capability is excellent in conjunction with our phone system data. Easily tracks and highlights the daily activity of our call center staff. **What do you dislike about Brightmetrics?** Not as intuitive as I'd like for front-line managers and users. **Recommendations to others considering Brightmetrics:** Reach out and talk with a BrightMetic's representative. Have the product demo, and you'll see where it can help you increase your team's productivity by understanding the data in a visual form. **What problems is Brightmetrics solving and how is that benefiting you?** Individual and team productivity tracking. ### 21. Great Asset! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2021 **What do you like best about Brightmetrics?** What I like the most is the ability to create personalized reporting on any agent, or agents, at a moment's notice. Real-time reporting is an asset to escalation research as well as feedback and business planning. **What do you dislike about Brightmetrics?** The system is easy to navigate. However, there are times when I need additional guidance on how to find the information necessary. Brightmetrics is always happy to provide that guidance, though! **What problems is Brightmetrics solving and how is that benefiting you?** We have used Brightmetrics to provide real-time representative feedback. Also, Brightmetrics has provided us with data needed to understand overall performance and impacts to business plans and performance. It is also an excellent research tool for member contact attempts and concern resolution. We have also recently used Brightmetrics reporting to identify and solve a contact center application error that was causing double calls to be routed to agents. The GUID tracking made the resolution possible. ### 22. Great Product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2021 **What do you like best about Brightmetrics?** BrightMetrics seamlessly integrates with our Mitel telephone system. The software is easy to use and the custoner service is great.! The reporting was very useful during the pandemic as our environmet was very dynamic and our remote workforce was asked to adjust to different workflows. BrightMetrics allowed us to monitor our staff's productivity very closely as we made operational changes. **What do you dislike about Brightmetrics?** I think the customer services is great. However I would like to speak with a live person versus conversating over email. **What problems is Brightmetrics solving and how is that benefiting you?** BrightMetrics has allowed us to improve staff accountabilty. I truly believe " What gets measured gets done" ### 23. Best analytics and reporting solution for Genesys Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Henry S. | Chief Technology Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2021 **What do you like best about Brightmetrics?** Great user experience, the user interface makes it easy to use and allows even our non-technical users to create their own reports and dashboards. **What do you dislike about Brightmetrics?** Nothing comes to mind, this is one of our favorite reporting tools. **What problems is Brightmetrics solving and how is that benefiting you?** Reporting of key performance metrics for the contact center. Wallboards for real-time contact center information. Customer reports showing their contact center performance. Balanced Scorecards for our agents. ### 24. Brightmetrics user review **Rating:** 5.0/5.0 stars **Reviewed by:** Graham H. | Finance systems Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 02, 2021 **What do you like best about Brightmetrics?** The web interface is slick and easy to extract the data analysis I need to perform to monitor our KPI's. We have received first class support with writing custom reports that match our local needs. **What do you dislike about Brightmetrics?** We only have a limited license and the loss of the product will be missed. **What problems is Brightmetrics solving and how is that benefiting you?** Monitoring call performance and setting SLA/KPI figures. ### 25. Super User Friendly! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2021 **What do you like best about Brightmetrics?** I love that the reporting can be detailed with as many or as few filters as you'd like in order to experience the best 'at a glance' look **What do you dislike about Brightmetrics?** Real Time data on the dashboard doesn't always match the reporting. There seems to be a lag. **Recommendations to others considering Brightmetrics:** Definitely recommended! **What problems is Brightmetrics solving and how is that benefiting you?** I am able to view the progress of my team at any given moment. That is monumental when managing a virtual team. ### 26. BrightMetrics has provided our company with the reporting tools needed for our department. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** June 04, 2021 **What do you like best about Brightmetrics?** The ease of use in creating reports and dashboards. **What do you dislike about Brightmetrics?** Calculations are sometimes difficult to create in reporting. **What problems is Brightmetrics solving and how is that benefiting you?** Brightmetrics provides us with the tools to provide performance measurements on a regular basis to our agents. It allows the agents to monitor their own progress and areas of improvement. ### 27. World Class Customer Service and Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2021 **What do you like best about Brightmetrics?** Brightmetrics provides in-depth Reporting and Dashboards that are easy to use and modify to your business needs. The level of Customer Service and Support from Brightmetrics has been exceptional. The support team is exceedingly thorough and expeditious with any questions or concerns that may arise. **What do you dislike about Brightmetrics?** Nothing Negative to say about Brightmetrics **What problems is Brightmetrics solving and how is that benefiting you?** We are utilizing Brightmetrics reporting and Dashboards to view KPIs and improve the customer experience. ### 28. Bright Eyed, happy user. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Small-Business (50 or fewer emp.) **Reviewed Date:** April 12, 2021 **What do you like best about Brightmetrics?** Brightmetrics is user friendly. Staff is reachable and respond in a quick timely manner. Michele very knowledgeable and helpful. I was very impressed as our second training session was more for my needs not just the usual training session and yet gave me direction on unfamiliar territory. Reporting makes my research and auditing easier. You can set your reports to come into your email which is a must now days. You can save, create and edit, basically make it what works best for your environment. **What do you dislike about Brightmetrics?** I can't name anything because when I could not grasp something, they helped me figure it out. **What problems is Brightmetrics solving and how is that benefiting you?** Audits and production. ### 29. Excellent Customer Experience with Brightmetrics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2021 **What do you like best about Brightmetrics?** I like the robustness of the Brightmetrics platform. And their customer service is outstanding. **What do you dislike about Brightmetrics?** The older user interface was a little busy at times. But since they migrated to the Radiance interface, those issues are long gone. **What problems is Brightmetrics solving and how is that benefiting you?** We are getting a good handle on our Contact Center statistics. We can do a deep dive into our Contact Center metrics easily with Brightmetrics. ### 30. Brightmetrics - Great platform for all my Call Center needs **Rating:** 5.0/5.0 stars **Reviewed by:** Jose R. | C, Small-Business (50 or fewer emp.) **Reviewed Date:** April 08, 2021 **What do you like best about Brightmetrics?** The ability to modify and run custom reports is a plus for me. Allowing me to obtain the data I need to ensure my call center is running at top speed. Real-time data reports and a user friendly platform **What do you dislike about Brightmetrics?** Don't have anything negative to say about this platform **Recommendations to others considering Brightmetrics:** Yes I would highly recommend **What problems is Brightmetrics solving and how is that benefiting you?** Call reporting, agent specific details. Call history, average handle time, hold time ### 31. Great built in reports and analytics! **Rating:** 5.0/5.0 stars **Reviewed by:** Shyla H. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2021 **What do you like best about Brightmetrics?** So many built in and ready to use features, no training required but plenty if you need it! **What do you dislike about Brightmetrics?** Nothing to dislike - it's more than enough! **What problems is Brightmetrics solving and how is that benefiting you?** I am able to easily run phone reports, see metrics, collect data and use it to measure and make business decisions for daily use and expenditure needs as well. ### 32. I love brightmetrics , it keeps you informed with real timing accurately! **Rating:** 5.0/5.0 stars **Reviewed by:** Crystal R. | CSS, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2021 **What do you like best about Brightmetrics?** You can see your timing and also the times of your co workers. **What do you dislike about Brightmetrics?** It's beneficial for me i don't dislike anything about it. **What problems is Brightmetrics solving and how is that benefiting you?** The benefits are helping me stay focused on the time it take me to complete a call. ### 33. A real game Changer! **Rating:** 5.0/5.0 stars **Reviewed by:** Maher M. | National CRM Manager **Reviewed Date:** May 10, 2021 **What do you like best about Brightmetrics?** Innovative and Excellent Customer Service **What do you dislike about Brightmetrics?** I would see more integrations with different databases **What problems is Brightmetrics solving and how is that benefiting you?** We getting the full analytical feedback from Genesys Contact Center with minimum efforts ### 34. Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2021 **What do you like best about Brightmetrics?** I use Brightmetrics daily and easy to use and can provide details I am looking for. **What do you dislike about Brightmetrics?** I have none at this time Help with the info I need to recall and look up **What problems is Brightmetrics solving and how is that benefiting you?** We use this to cover the Help Desk staffing and provide real-time call volume. ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-07+07%3A24%3A16+-0500&secure%5Bsession_id%5D=b848c351-9cab-4c52-ba08-df3092735cde&secure%5Btoken%5D=d7329f69d744a3121ce921bef7778e71a04f8bb46e717d0a781d6d49c8679645&format=llm_user) ## Brightmetrics Features **Reports** - Reports Interface - Steps to Answer - Graphs and Charts - Score Cards - Dashboards - Customizable Reports - Marketing Reports - Sales Reports - Activity Dashboard - Interactive Reports - Customizable Reports - Customizable Reports **Reports** - Reports Interface - Share Reports - Steps to Answer **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **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 - Mobile Dashboards - Public Dashboards - Private Dashboards **Data Updates** - Historical Snapshots - Real-Time Updating **Collaboration** - Sharing - Co-Editing - Devices **Self Service ** - Calculated Fields - Data Column Filtering - Data Discovery - Collaboration / Workflow - Automodeling - Natural Language Search - Visual Discovery - Data Blending - Data Blending **Advanced Analytics** - Predictive Analytics - Data Visualization - Big Data Services - Real-Time Analytics - Reporting/Analytics - Real-Time Analytics - Reporting/Analytics - Visual Analytics **Building Reports** - Data Transformation - Data Modeling - WYSIWYG Report Design - Integration APIs - Real-Time Data - Real-Time Data - Third-Party Integrations **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Performance and Reliability - Mobile Access - Metadata Management **Data Updates** - Historical Snapshots - Real-Time Updating - Email Reports - Customizable Reports - Predictive Analytics - Data Management **Additional Functionality** - Customizable Branding - Natural Language Processing - Data Extraction - AI Copilot - Ad hoc Reporting - Real-Time Reporting - Publishing/Sharing - Collaboration Tools - Strategic Planning - Self Service Data Preparation - Trend Analysis - Text Analysis - Real-Time Monitoring - Data Synchronization - Widgets - Benchmarking - Performance Metrics - Data Mapping - Generative AI - Trend/Problem Indicators - Customizable Templates - Access Controls/Permissions - Data Import/Export - Profitability Analysis - OLAP - Alerts/Notifications - Search/Filter - Drag & Drop - Data Connectors - Multiple Data Sources - Key Performance Indicators - Dashboard Creation - Role-Based Permissions - Data Mining - Forecasting - Ad hoc Query **Additional Functionality** - KPI Monitoring - Secure Data Storage - Multiple Data Sources - Data Visualization - Single Sign On - Natural Language Search - Search/Filter - Alerts/Notifications - AI Copilot - Real-Time Notifications - Collaboration Tools - Widgets - Performance Metrics - Ad hoc Reporting - Activity Tracking - Reporting/Analytics - Customizable Branding - Data Aggregation - Dashboard Creation - Data Connectors - Customizable Templates - Data Synchronization - API - Forecasting - Interactive Elements - Single Page View - Data Import/Export - Drag & Drop - Access Controls/Permissions - Trend Analysis - Workflow Management - Third-Party Integrations - Functions/Calculations - Historical Reporting - Data Capture and Transfer - Visual Discovery - Real-Time Updates - Real-Time Reporting - Data Mapping - Relational Display - Visual Analytics - OLAP - Ad hoc Query - Reporting & Statistics ## 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 (6,468 reviews) - [AgencyAnalytics](https://www.g2.com/products/agencyanalytics/reviews) - 4.7/5.0 (450 reviews)