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nothing special that could not be improved, slightly outdated interface – but it should be updated in new version))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

We love the ease of use of the platform and the endless omni-channel capabilities. It is an open platform which allowed us to integrate with our key software platforms such as Zendesk.

Cons

It is not well known in the marketplace but that will change soon.

Alternatives Considered

Talkdesk, NICE CXone and Genesys Cloud CX

Reasons for Choosing Bright Pattern

We wanted to move to the cloud and were looking for a partner who would be able to address our specific needs with a flexible platform

Reasons for Switching to Bright Pattern

Better value and really innovative management team.

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

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

Ease of implementation and low cost of entry

Cons

Cannot think of anything. Would buy again.

Alternatives Considered

Genesys Cloud CX and Five9

Reasons for Choosing Bright Pattern

Cost and flexibility

Switched From

Genesys Cloud CX and Five9

Reasons for Switching to Bright Pattern

Liked the company better, very interested in helping when needed

Pros

Having access to all functionalities via web based is great for remote over the top agents supervisor and administrators.

Cons

Consuming software from the Cloud is challenge when we need to integrate our on promises applications like reporting and compliance (Bulk export) storage for recordings

Alternatives Considered

Genesys Cloud CX and Cisco Jabber

Reasons for Switching to Bright Pattern

Functionality, price and easy o setup, easy to use.

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.

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

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

Scenario builder and Omunichannel capability are wonderful. I also like SNS integration including LINE, AI Watson integration and Proactive Chat. This is a ALL IN ONE solution with APIs which can give me freedoms to integrate other softwares easily. Voice, SNS, Chat, Video, CRM, SMS, AI and ticketing system are all connected and integrated nicely so that a call center agent can easily use without any stress. I believe that this software is the ONLY ONE TRUE OMUNICHANNEL platform and Bright Pattern is very quick in integrating their software with other third party softwares. And because of that, the software is always NEW AND UPDATED. This is also one of the reasons why I like this software. Their support team is very nice and they are very quick to respond to any of our inquiries in a kind manner.

Cons

Pricing is not very low but reasonable because of their sophisticated omunichannel functionalities and wonderful customer support.

Pros

The robustness of the underlying technology to withstand exponential growth.

Cons

The User Interface could use a design upgrade.

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

BPCC is easy to manage and easy to maintain. We can able to build contact center in short span of days.

Cons

BPCC needs more detailed explanation of errors and reference codes in the documentation so we can troubleshoot issues effectively.

Pros

Excellent Customer Support- for implementation, ongoing support and enhancement requests Concurrent licenses and not being double charged by channel, integration with Zendesk.

Cons

I wish that chat was a bit easier to customize through the admin console, instead of having to update the code. (text changes for ex.)

Pros

Ease of use, excellent service support.

Pros

On the performance side, Bright Pattern is easy to start, highly customizable, fully featured, and very scalable. In minutes, you can have a campaigns set up and running.

On the reporting side, data is easily retrieved for analysis. Call recordings is a welcome feature as it is very useful for training purposes.

Customer service is very good. The staff is very knowledgeable, and is very responsive to questions and requests.

Cons

List management is good overall, but can be more robust. For example, it would be nice to be able to make changes to lists during live campaigns.

Pros

OmniChannel. Cloud but built by serious telco engineers.

Cons

reporting suite - interface looks old. New one coming

Pros

It is browser based you don't need any other software to be able to use

Cons

Administrator need to have some programing knowledge like JSON to set up the system

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

Bright Pattern as an add-on to Zendesk allows you to receive calls and make calls to your customers easily.

Cons

I've had a positive experience with Bright Pattern and don't have any cons to share at this time.