I believe it was around 2012 that I started using Brightmetrics and found it vastly superior to what tools or reporting ShoreTel provided. Which made life much easier when trying to troubleshoot issues, run a report or have a graphically dashboard for ECC Users.

Whenever I have had an issue which to be honest is very few in the past 11 years. Support has always been top notch, professional and responded very quickly. Support has even notified us of issues before we noticed them adding even more value and ensuring that we kept gathering information and reporting in near real-time. Review collected by and hosted on G2.com.

The only downside which isn't per se a fault with Brightmetrics but with ShoreTel/Mitel the ability to audit and know who did what on the system. This is my biggest issue with the platforms. Again Brightmetrics can only provide what information ShoreTel/Mitel provides. Review collected by and hosted on G2.com.

We have used Brightmetrics since before I joined the orginazation so many things were set up that I have had to navigate through. Customer Service has been fantastic about working through questions, solving issues and educating. there are always opportunities to learn and ask questions. The reporting tool is very user friendly, it is reliable and helps us make business decisions based on factual data. Review collected by and hosted on G2.com.

sometimes the integration of shoretel, mitel, brightmetrics makes it difficult to get the exact information I am looking for in a manner that is easy to evaluate. I have been able to work with support to find the answers. Review collected by and hosted on G2.com.

We have been a Brightmetric customer for over 5yrs now. Its easy to use, and love their support. We have our Mitel phone system attached with over 600 extensions. We have schduled reports that go to various departments, but more importaly we love the workgroup dashboards. We utilize these dashboards for real-time viewing and stats. This reporting tool has helped justify serveral new positions based on the details we see. It helps our City in situations where we may have a customer who said they called, but im some cases they didn't and we can prove this. We heavily use Brightmetrics to help us map out our auto-attendant configurations as it displays these complicated configurations onto an easy to follow diagram. I've used 6-7 different call reporting tools over my 20+ years in Information Technology. Brightmetrics is by far the easiest to use, and in over 5yrs I have come accross an item we were unable to report on. Review collected by and hosted on G2.com.

I currently do not have any dislikes with this product. It has done everything we need it to do. Best call reporting platform on the market! Review collected by and hosted on G2.com.

What is most helpful about bright metrics is the easy to use features for reporting and the live dashboards available and the ability to create a link to share and publicly view the dashboards. I love that brightmetrics is an independent website and you can log in using your phone for frequent use on the go. The customer support team is very prompt and communicative. Review collected by and hosted on G2.com.

I have not had any challenges with Brightmetrics and more with my telecom service that integrates with brightmetics. Review collected by and hosted on G2.com.

When I began using Brightmetrics, I brought my current platform for reporting and asked a representative to match the reports. Not only did they respond within minutes, but they built an identical, yet easier way to report. I have full visibility of the information I need. Like any new system, it can be confusing to understand the terms that are used. Brightmetrics has a wonderful help link to understand the different terms. I've found the site very easy to navigate. I've run into some barriers that were quickly resolved by sending an email to Brightmetrics Support. I typically receive an email back within 5-10 minutes. One day I found myself in a bind where an update had happened on my computer sooner than planned and the reporting system I had been using was no longer compatible. Rather than having to contact a contractor and pay big $ to fix the issue, a representative from Brightmetrics set up a half hour meeting to build a dashboard with me that would report the same data. This company has been an absolute lifesaver for me. Highly recommend! Review collected by and hosted on G2.com.

There truly is nothing bad to say about Brightmetrics. Response time is quick, Customer Service is incredible. I have not run into one unfriendly representative. Everyone has been so pleasant to work with. Review collected by and hosted on G2.com.

The Support Team are very professional and supportive. Also, it was a straightforward implementation. Review collected by and hosted on G2.com.

There is nothing, I love most of their features Review collected by and hosted on G2.com.

BM is easy to use, and integrates with Genesys very well, I use this program daily and rely on it to keep me informed and up to speed with day to day operations. Review collected by and hosted on G2.com.

While I love all the reporting functionality, I would love it if the QA evaluations would export comments made by the agent and auditor. Review collected by and hosted on G2.com.

The BrightMetrics reporting portal allowed me to create, run, and automatically schedule reporting with unlimited configurability. Reports that were more complex than I could easily figure out on my own, there are technical support folks available to help. Review collected by and hosted on G2.com.

It's not available as a reporting tool for some of the other systems I have to manage in-house. Review collected by and hosted on G2.com.

Great suite of reporting and dashboards which continue to get better based upon vendor's innovation and partnering with clients. Additionally, do not have to have a technical report writer to use product ... click and drop. We use BrightMetrics as our analytics tool for Genesys CX and couldn't be happier. Review collected by and hosted on G2.com.

No dislikes. There are some enhancements that are on the way to continue to meet our needs and requests. Review collected by and hosted on G2.com.

The cradle-to-grave reports provided by Brightmetrics provide an exceptional tool for understanding our customer experience. They are easy for our end-users to understand without extra explanations. I can't count how many times we successfully resolved a customer complaint using these reports. Review collected by and hosted on G2.com.

I wish Brightmetrics supported more enterprise telephony platforms. Our organization converted to a phone system which is not supported by Brightmetrics. I will greatly miss Brightmetrics. Review collected by and hosted on G2.com.