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nothing special that could not be improved, slightly outdated interface – but it should be updated in new version))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

One of the best Call routing applications in the CCaaS industry. As good as many others like Genesys.

Cons

It should have its own workforce management solution.

Alternatives Considered

Genesys Cloud CX and Twilio

Reasons for Choosing Bright Pattern

Cost-benefit ratio

Switched From

Five9

Reasons for Switching to Bright Pattern

Maturity, efficiency, ease of integration

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

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

Easy to use and implement, very intuitive interface and very robust.

Cons

The platform has many functionalities and features that help us in our day to day work.

Pros

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

Pros

Bright Pattern, from the level one support to the CEO, cares about their customer. They are always driving customer satisfaction. The product is able to grow with your organization.

Cons

There is not something I like least of the product.

Pros

Bright Pattern is a fully functional contact centre platform in the cloud with the capabilities of an Enterprise Grade contact centre platform. The platform also offers many additional features that aren't as readily available on an Enterprise Grade contact centre without the use of third party applications.

Cons

There isn't much to dislike about the platform.

Pros

The robustness of the underlying technology to withstand exponential growth.

Cons

The User Interface could use a design upgrade.

Pros

It is a big call center but is not intimidating and I found it very easy to configure and use. The support is fantastic and you are actually allowed to talk to people who know the product and can look at it from a highly technical standpoint. High quality and easily scalable.

Cons

Would like to see more officially recognized virtual desktop support. With that said we are running it on our VDI systems with no major problems.

Pros

Exemplary technical support with a reliable, quality product. Agents like the easy UI and simple tools.

Cons

Some set-up is confusing and counter-intuitive

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

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

Bright Pattern is solid software. Few to no outages in the last 6 months. End users picked it up quickly. The implementation team was a dream to work with. API integrations were easy to work with for someone with a systems background.

Overall, we're happy.

Cons

Admin experience is good, but some areas have room for improvement (ex: settings are not always where you'd expect them).

Pros

We use this for our phone system at work. The voice quality is clear. Easy to manage people and phone queues.

Cons

There can be a bit of a delay on some calls, but its not that bad.

Pros

As a project manager scope, milestones and priorities change in the middle of a project due to unforeseen reasons. Bright Pattern's implementation team acted flawless in beating our demanding deadlines and still capturing 100% quality. One of the best implementation I've experienced in my career. Their a great partner, keep up the flawless execution.

Cons

Bright Pattern is currently looking to explore additional SMS capabilities.

Pros

It is easy to use, has a ton of robust features and integration capabilities, and flexible to access via web interface.

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.