Bright Pattern Reviews

Pros

BrightPattern has very innovative solution which provides truly omnichannel platform. Among inbound, email, chat, video, SMS it has powerful outbound engine. With 4 dialler modes companies could be more productive than on any other platform. Specially designed supervisor desktop gives full campaign control: from lists to operators. Highly recommend to all companies looking for fast, solid and professional outbound platform.

Cons

nothing special that could not be improved, slightly outdated interface – but it should be updated in new version))

Pros

It is easy to use especially when the emails get pushed out to me. I use a jabra mic and I the calls can go right through me at office or at home with soft phone. I like the chat option too. To out case notes is very helpful too. It is user friendly when it works good.

Cons

I do not hear a beep when an email comes in so I have to keep watching my screen on the laptop when a request comes in to my que. Also If I do not repsond in a minute or less I get a red in my phone # calls. Lately the chat option was not sending an alert either. There are some issue for me the pros of it are so maych better then incontact was.

Pros

I can honestly say I do not really like anything about the software. It functions ok for what we need it to do, but it has more problems than anything.

Cons

There is a lot that can be improved about this software. The order an email thread shows is confusing. There is no option to set different signatures as we can in outlook. It automatically kicks me out daily. If I am on a phone call when it kicks me out I cannot get the phone number back to call the person back so they just assume they were hung up on. There is no way to easily search for a previously sent email. It would be nice if I could go to a place where the previous emails I worked on would be listed in case I needed to add to it or needed some kind of information from it. It is just a very frustrating platform to use.

Pros

This software has been really easy for our users to adopt, and easy for our team to manage. We have seen a significant reduction in issues submitted from the field and when we do have issues the Bright Pattern team is fantastic in helping us get to a resolution quickly

Cons

I wish they had a cleaner integration with Salesforce

Pros

I have been using this software for several years now and each release continues to add value to the platform. I have implemented Bright Pattern for multiple contact centers including those using contracted BPO call centers. The platform is easy to use and simple to train others to use. This includes the call flow (scenario) development interface. It is all web based so no special tools or software is required to start a build. I have call center managers at multiple sites that are capable of managing their own development without the assistance of their IT departments. The omnichannel options are great. Inbound voice, web chat, sms chat, and email are easy to use and implement quickly. Outbound voice and marketing campaigns are a little more invasive in their setup but still easy to configure. I think the Inbound web chat is one of my favorite channels. One code snippit embedded in our website and the call center manager can customize and edit the look and feel from within the platform without the need of IT support or a web developer. Wallboards are another great feature addition to the platform. This has given my users the ability to build custom dashboards that can be presented to not only management/supervisors but to all the agents as well. The platform is a stable, the development is easy, and my teams love using it.

Cons

I don't have too many dislikes about Bright Pattern as a contact center solution. I do have some enhancements that I think could be added to further improve the functionality. I would like to see some sort of scenario flow for inbound email to customize and build a screen pop. I feel like this functionality in inbound chat and voice flows is powerful and I would like that same capability with handling emails. I would also like to see the built in knowledge base tool expanded to support both email and chat and allow for auto file attachments to emails and chat responses. This would improve an agents handling time for each customer interaction.

Pros

The fact that out of the box it cover such a wide range of needs and very simply can have customizations built/created to further enhance what the software delivers. The sales and build team are SO EASY to work with and with minimal back and forth, they created exactly what we we wanted and expected plus trained us and a staff of 100 without any issue

Cons

There is nothin to like least - everything was a positive experience from start to finish and we are certainly not an easy client (lots of needs and demands around HIPAA and PCI compliancy.

Alternatives Considered

Square 9

Reasons for Choosing Bright Pattern

We needed something that delivered what we wanted that had an easy to use agent experience - we needed mutli-format integration with a few other internal software, one being ServiceNow

Pros

After evaluating all the known solutions from the big boys - we found the Bright Pattern solution to be the most innovative and disruptive solution. Pretty much everything and all feature we wanted is out-of-the-box. And where we needed to integrate the IVR and the other workflows with our CRM, the open API's and pre-built integrations made the task super easy and seamless. The web based admin portal with drag and drop functionality is unparalleled and really makes it easier to configure manage the contact center within minutes and removing the complexity that you see in traditional platforms. Overall - a full featured contact center platform, capable of competing with the industry leaders, yet far more simpler and easier to use. Implementation and migration was a breeze - far less effort than what we had expected.

Cons

Perhaps improve on the UC aspects of the platform.

Pros

Omni channel routing, easy to use interface, performs well, innovative feature set.

Pros

Support, Multichannel, Cloud Based, Price

Pros

Service pattern provide a easy setup and full-featured CC by cloud.
No need special code and easy integration with CRM using Scenario builder!

Cons

Service pattern covered basic feature for not only voice but also digital channel. so I request modern user interface :-)

Pros

The robustness of the underlying technology to withstand exponential growth.

Cons

The User Interface could use a design upgrade.

Pros

It is a powerful product, easy to use and allows you to implement all kinds of campaigns and integrations in record time.

Cons

They can improve the functionality Click to Call to Click to Video

Pros

Smooth integration and setup with multi-channel options and easy to use system administration.

Cons

No cons

Pros

Reliability, scalability, multi-tenancy, APIs, mobile SDK

Pros

It's easy to set up and use, it also doesn't take much time for integration. Their support team is always quick to answer any question, and are very knowledgeable.

Cons

I have no complaints really, except maybe I feel like I could be utilizing it more than I am now? I'm sure they have a lot of cool features, I just don't know about them. Also, not related to the product, each time I send in a support request I feel like I get 2-3 automated emails before someone actually responds, then I receive automated emails for each interaction. It crowds my inbox.

Pros

Ease of use, excellent service support.

Pros

Skill Based Routing, scenarios, creating users, lists, uploading queue messages via a wav file and the list goes on.

Cons

When moving agents to different teams it put their skill back at 100 for all the services versus keeping it how it was and it's been challenging for our call centers to manage this. And I wish there was a way we could move multiple access numbers to a scenario & Service at the same time versus one by one. Some of our client's have 1000+ phone numbers that all route to the same scenario & service etc...

Pros

You can customize almost everything, but has the standard features so you only have to customize the areas that you need. Easy to use from rep level all the way up to the super user.

Pros

The software is easy to use and navigate.

Cons

Sometimes the calls are dropped and at times you are unable to answer the call.

Pros

Hot-key dispositions. Nothing else. Its simple boring interface lacks any real "likeable" features. The design team would benefit from the experiene of an end user. It doesnt seem the designers ever spent a day on a dialer.

Cons

Can't go to "not ready" or "break" when the que is full. Calls keep coming. No "wait" or "standby" mode while dispositioning last call before a break.

Pros

Excellent multi-channel applications

Cons

They need to continue to build out their offering.

Pros

The software is very friendly and it helps me to give the homer's all the information that they are requesting

Cons

Sometimes my answer button does not comes up to answer an phone call

Pros

It's predictive soaking technology turned out to be very effective for my organisation. It's versatile system and has a helpful virtual call back queue integration.

Cons

Call drop, technical support, API documentation are some things that need to be worked on.

Pros

The ease of use for user and the adavance option for manager/supervisors

Cons

Not sure, really haven't had issues while using it, it's pretty east to use