Brightmetrics Reviews & Product Details

Brightmetrics allows us to provide a dashboard of our Call Center supervisors with interactions, including who is actively on a call, who is on release and why, the number of calls answered by each person, the total number of calls per day, # of agents logged in and the number of calls in the queue. A more summarized view is available with a different URL for members of the Call Center. Review collected by and hosted on G2.com.

Can't think of anything; it is user-friendly and easy to set up. Review collected by and hosted on G2.com.

It is very user friendly and all we need to see is available, we can track all the calls we receive on our call center with brightmetrics and it is easy for us to know if everything goes well or if some customers hung up the phone due to too much waiting Review collected by and hosted on G2.com.

So far, nothing, it is way better than the other we were using before Review collected by and hosted on G2.com.

Any time I need information from my on-site Mitel system, there is almost always a predefined report that has exactly what I need, be it call detail, or a call-flow diagram. Review collected by and hosted on G2.com.

I honestly cannot think of any downside as this solution has solved any phone system reporting request I can throw at it. I most likely don't use it to its fullest potential, but it does everything I need it to. Review collected by and hosted on G2.com.

It is easily accessible and never crashes. Review collected by and hosted on G2.com.

I do not have negatives, it is very consistent Review collected by and hosted on G2.com.

Brightmetrics allows us to create custom dashboards and reports we use EVERY DAY to manage the agents in our call center. Managers can see how people are doing overall and easily find agents who need additional training or are excelling. Using the dashboards function, we are able to create a custom URL that displays on TV's in our sales department showing everyones name and call count. Individual agents can also track their progress and see stats for only their dials. Using the reporting functions we can get weekly and monthly reports sent to mangers to evaluate trends and predict when additional staff is needed to keep up with demand. Review collected by and hosted on G2.com.

The tools to build dashboards are fantastic, however its a little cumbersome to create new dashboards for individual agents. We need to change the agents name in about 10 different places for each individual KPI. Review collected by and hosted on G2.com.

Brightmetrics makes it very simple to navigate and achieve all your reporting needs. We use it in two very different functions- from a call center environment to a dispatch and logistics need. Bright Metrics allows the ability to manage our needs for both roles and so much more with the ease of one system and not requiring multiple platforms. Reporting is easy and simple and allows you to create many reports with schedules as needed to various parties. The opportunities are endless with it and I look forward to continuing my work in it. Review collected by and hosted on G2.com.

I honestly do not have many dislikes about the system. The only issues we encounter are our links expiring on shared platforms- other than that we truly enjoy every aspect of it. Review collected by and hosted on G2.com.

Easy to use and view reports as well as metrics Review collected by and hosted on G2.com.

None that I can see at this time. So far it is performing beyond our expectations. Review collected by and hosted on G2.com.

Brightmetrics has allowed us to automate our reporting completely. Not only has it saved us a tremendous amount of time in that regard, but it puts reporting tools directly in the hands of our clients as well, if they so choose.

Beyond the reporting features, I believe what sets this company apart is its customer service. They are incredibly responsive and have been more than happy to help with any questions or issues we've encountered. Having a great tool and poor customer service makes for an average product. Brightmetrics hits it out of the park, in my opinion, with an excellent tool paired with excellent customer support.

I don't write reviews very often, but I am more than happy to write one for brightmetrics, as they have earned it. Review collected by and hosted on G2.com.

The only negative I've encountered is that you cannot create a report using data pulled from more than one database. For instance, we service pizza shops where the owner may have 2 stores hosted on 2 different servers. We cannot create a single report encompassing both stores because the information is pulled from two separate databases. This would be a welcome addition to the service, in my opinion. Review collected by and hosted on G2.com.

The tools to create a visual document of call routing from reception to the employee answers. Review collected by and hosted on G2.com.

Having the time to learn and use the program was my biggest challenge. We have 15 locations to support and 3 people to do the task. Review collected by and hosted on G2.com.

The reporting for our Mitel onsite system is noting compared to what Brightmetrics offers us.

Our call center managers love it because it provides them all the insights they need to efficiently run their queues. and as a troubleshooting tool for IT to investigate it has no equal.

The documentation is very good, the default templates are great for almost any need we've come across, and the support staff is super helpful. Review collected by and hosted on G2.com.

Can't think of a single one! Overall it's been very reliable and stable. Review collected by and hosted on G2.com.