Bright Pattern

Bright Pattern

Omnichannel cloud call center software

4.8/5 (74 reviews)

Bright Pattern Overview

Bright Pattern provides the most simple and powerful contact center software for innovative midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform that can be deployed quickly and nimbly by business users. Bright Pattern allows companies to offer an effortless, personal, and seamless customer experience across channels like voice, text, chat, email, video, messengers, and bots. The company was founded by a team of industry veterans who pioneered the leading on-premises solutions and today are delivering an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages.

Pricing

Starting from
US$70.00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

English

Bright Pattern Reviews

Overall rating
4.8/5
96% positive reviews
60
Excellent
11
Very good
3
Average
0
Poor
0
Terrible
Kc R.

Bright Pattern - Advanced Contact Centers made simple

Used Daily for 1+ year
Reviewed on 22/2/2017
Review Source: Capterra

Bright Pattern is a company worth investing in! We run a BPO of 150 agents collecting accurate data for market research and polling. We were on an archaic free source telephony system with some built on features that we were overpaying for. No we have a robust system for almost the same cost and we don't have to employ a developer to maintain a simple dialer. We've stepped into the future of contact centers.

Pros

It is an extremely robust, while easy to use software.
It can handle massive telephony centers with ease while maintaining competitive telco charges.
There is an excellent in hours customer support center that has gone to bat for us time and time again.
The scenario builder will allow anyone with a basic knowledge of telephony to easily program any time of campaign.
Their Development team is consistently looking to improve their software and will often reach-out/receive feedback on what features should be brought in.

Cons

Pricey. One of the big hang ups we have with Bright pattern is that were not quite to a place where Omi-channel telephony can be fully utilized and so I feel that I pay for my features/channels I do not use
Some features are rather rudimentary like the built in QA software, or auxiliary state controls
After hours support feels redundant and doesn't seem to reduce wait times on urgent tickets
Carrier Trouble ticket reporting can be hairy

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
William A.

I use Bright Pattern as an outbound telephone and SMS platform. They have been very helpful!

Used Daily for 1+ year
Reviewed on 5/8/2017
Review Source: Capterra

Significant increase in contact rate, ease of user experience.

Pros

I love the omnichannel support. I was able to design an outbound dialing program that incorporates telephone calls, automated voicemails, SMS messaging, and email. This approach took my contact rate from ~35% to 61% last month! I could have have accomplished this with out the creativity and expertise of the support staff, they are very knowledgeable about their product and very willing to help with solutions.

Cons

It seems to be better designed for a small number of large dialing campaigns as opposed to a large number of small campaigns, but this is likely an issue across predictive dialing platforms. When I am testing new campaigns that only send 100 or so leads each day, it is often more beneficial to manually dial them in 'Preview' mode rather than set up dialing rules and unique campaigns because having one or two agents assigned to several small campaigns often makes the dialer "choke" for lack of a better word. I have also had some integration issues with our CRM, but again I do not believe that 100% (or any percent, to be honest) a reflection of Bright Pattern as much as it is on our CRM software.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Roger M.

Bright Pattern

Used Daily for 2+ years
Reviewed on 17/3/2017
Review Source: Capterra

Trusource Labs is third-party contact center outsourcing company. As such, we are exposed to a number of different cloud contact center and ACD solutions. Our experience with Brightpattern has been great. We have been using Brightpattern for about two-and-a-half years now. During that time there have been a steady release of updates and improvements. Brightpattern is very receptive to customer requests and enhancements. We mostly use the voice capabilities, however we also use chat/SMS and have currently started working on integration with a mobile app. We have integrated Brightpattern with Salesforce and Zendesk. Zendesk integration was pretty seamless. The integration allows us to make routing decisions based on customer information stored in Zendesk, further customizing the interaction flow. In the end, not everything goes as planned. Questions, as well as problems have come up, and the knowledgeable support staff has always been very responsive in answering questions and resolving problems.

Pros

Flexible and powerful.

Cons

Custom reporting is a little difficult, however this is being addressed in a coming release.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Allan Y.

We've tried many other cloud-based contact center solutions. Only Bright Pattern could scale with us

Used Daily for 2+ years
Reviewed on 24/2/2017
Review Source: Capterra

As a company that serves tens of thousands to hundreds of thousands of senior citizens, our customers want to talk to us via phone. Our customers do not use email, social media, nor other digital communications channels. Our technology team evaluated and even ran live with several other cloud-based contact center solutions and nothing was able to scale and maintain voice quality except for Bright Pattern. Most of the other cloud-based contact center solutions were able to handle our volume when we only had a few agents. But once we started to grow our volume and hiring of agents exponentially, only Bright Pattern proved robust enough to scale.

Pros

The robustness of the underlying technology to withstand exponential growth.

Cons

The User Interface could use a design upgrade.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

The most seamless omnichannel cloud contact center

Used Daily for 6-12 months
Reviewed on 12/4/2019
Review Source: Capterra

We wanted a modular omnichannel solution to engage our customers across most of the digital channels plus voice and be able to track the interactions across all channels.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Bright Pattern Pricing

Starting from
US$70.00/month
Pricing options
Free Trial
Subscription
Value for money

Our seat licenses are priced monthly, per agent. We reward customers who commit to an annual contract with favorable pricing, compared to month-to-month agreements. An annual contract delivers all of our standard product features, along with certainty and peace of mind.

Bright Pattern Features

  • API
  • Activity Dashboard
  • CRM Integration
  • Chat
  • Contact History
  • Instant Messaging
  • Knowledge Base
  • Multi-Channel Communication
  • Real Time Monitoring
  • Reporting & Statistics
  • Social Media Integration
  • Surveys & Feedback
  • Third Party Integration

  • Automatic Notifications
  • Customizable Branding
  • Email Integration
  • Monitoring
  • Prioritizing
  • Ticket Management
  • Workflow Management

Additional information for Bright Pattern

Key features of Bright Pattern

  • App:Business Process Outsourcing
  • App:Customer Service
  • App:Inside Sales
  • App:Technical Support
  • Automatic Call Distribution
  • Call Recording
  • Contact Center Web Chat
  • DNC Compliance
  • Inbound Contact Center
  • Interactive Voice Response
  • Multilingual Support
  • Outbound Contact Center
  • Pre-recorded Messages
  • Predictive Dialer
  • Quality Monitoring
  • Reporting
  • Salesforce Integration
  • Skills-based Routing
  • Surveys
  • Text-to-Speech

Benefits

We offer out-of-the box Salesforce integration with no custom coding and a user friendly interface with zero-installation and a single sign-on.

Bright Pattern is a fast growing Silicon Valley startup, which successfully competes with big call center vendors, such as Avaya, Cisco, Five9, Interactive intelligence, Genesys, inContact and others

Bright Pattern FAQs

Below are some frequently asked questions for Bright Pattern.

Q. What type of pricing plans does Bright Pattern offer?

Bright Pattern offers the following pricing plans:

Starting from: US$70.00/month

Pricing model: Subscription

Free Trial: Available

Our seat licenses are priced monthly, per agent. We reward customers who commit to an annual contract with favorable pricing, compared to month-to-month agreements. An annual contract delivers all of our standard product features, along with certainty and peace of mind.

Q. What are the main features of Bright Pattern?

Bright Pattern offers the following features:

  • App:Business Process Outsourcing
  • App:Customer Service
  • App:Inside Sales
  • App:Technical Support
  • Automatic Call Distribution
  • Call Recording
  • Contact Center Web Chat
  • DNC Compliance
  • Inbound Contact Center
  • Interactive Voice Response
  • Multilingual Support
  • Outbound Contact Center
  • Pre-recorded Messages
  • Predictive Dialer
  • Quality Monitoring
  • Reporting
  • Salesforce Integration
  • Skills-based Routing
  • Surveys
  • Text-to-Speech

Q. Who are the typical users of Bright Pattern?

Bright Pattern has the following typical customers:

Large Enterprises, Mid Size Business, Small Business

Q. What languages does Bright Pattern support?

Bright Pattern supports the following languages:

English

Q. What type of pricing plans does Bright Pattern offer?

Bright Pattern has the following pricing plans:

Subscription

Q. Does Bright Pattern support mobile devices?

Bright Pattern supports the following devices:

Android, iPhone

Q. What other apps does Bright Pattern integrate with?

Bright Pattern integrates with the following applications:

Amazon EC2, Google Analytics, Microsoft Dynamics CRM, PaySimple, Salesforce Sales Cloud, ServiceNow, Twitter, Zendesk, Zoho CRM, Zoho CRM

Q. What level of support does Bright Pattern offer?

Bright Pattern offers the following support options:

FAQs, Knowledge Base, Online Support, Phone Support