Bright Pattern

Bright Pattern

Omnichannel cloud call center software

4.8/5 (79 reviews)

Bright Pattern Overview

What is Bright Pattern?

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.

Bright Pattern Overview

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

Devices
Business size
S M L
Markets
Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America
Supported Languages
English

Screenshots

Bright Pattern screenshot:
Bright Pattern screenshot: Bright Pattern screenshot: Bright Pattern screenshot:

Bright Pattern Reviews

Bright Pattern Reviews

Overall rating
4.8
/
5 79 reviews
Excellent
65

Very good
11

Average
3

Poor
0

Terrible
0

Value for Money
4.8
Features
4.6
Ease of Use
4.6
Customer Support
4.8
96% recommended this app
Derek G.

Bright Pattern is an innovative and easy to use omnichannel contact center software

Overall I am very pleased with the platform and software.

Currently migrating away from using multiple platforms to manage our contact center channels. Primarily with email and chat. This is giving us one place for agents to turn to support their customers. No more logging into multiple systems and having multiple screens up for agents to manage. The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day. We are benefiting from running Bright Pattern as a hosted solution and no longer managing the amount of infrastructure we had to in the past.

My best advice is to read the resource documentation and find a training course that will launch you into rapid development and deployment. Bright Pattern can implement your platform very quickly but then you will need to start building. A training event is the quickest way to get started. I have personally been able to build a light weight call center in a day, a medium size call center in a week, and a large call center with integrations and IVR in a few weeks.


Kc R.

Bright Pattern - Advanced Contact Centers made simple

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.


Heidi D.

Great Product

I love Bright Pattern, from the beginning the demo was great, explained things in great detail. As we moved our services over to them they have been super easy to work with.


Sean R.

Strong omni-channel support tool

Really well designed and supported omnichannel tools that is well integrated with other tools. My favorite feature is the flexible scenario planning. We have been almost able to do everything. We are pretty creative and have been able to be very creative with our deployment.


Othmar B.

Omnichannel in the cloud!

We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.


Derek G.
Industry: Telecommunications
Company size: 51-200 Employees

Bright Pattern is an innovative and easy to use omnichannel contact center software

Used Daily for 2+ years
Reviewed on 14/8/2019
Review Source: Capterra

Overall I am very pleased with the platform and software.

Currently migrating away from using multiple platforms to manage our contact center channels. Primarily with email and chat. This is giving us one place for agents to turn to support their customers. No more logging into multiple systems and having multiple screens up for agents to manage. The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day. We are benefiting from running Bright Pattern as a hosted solution and no longer managing the amount of infrastructure we had to in the past.

My best advice is to read the resource documentation and find a training course that will launch you into rapid development and deployment. Bright Pattern can implement your platform very quickly but then you will need to start building. A training event is the quickest way to get started. I have personally been able to build a light weight call center in a day, a medium size call center in a week, and a large call center with integrations and IVR in a few weeks.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Kc R.
Industry: Research
Company size: 51-200 Employees

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

Heidi D.
Industry: Retail
Company size: 13-50 Employees

Great Product

Used Daily for 2+ years
Reviewed on 3/12/2019
Review Source: Capterra

I love Bright Pattern, from the beginning the demo was great, explained things in great detail. As we moved our services over to them they have been super easy to work with.

Pros

I love that all of our customer interactions are on one platform. Very user friendly and simple to program. I was part of implementing this software, it was easy to train and easy for agents to learn.
The software has great documentation if you need assistance, otherwise their support team has been great!
They respond quickly and are easy to work with.

Cons

When there are changes made or updates I am not notified of the changes that are made.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Sean R.
Industry: Telecommunications
Company size: 51-200 Employees

Strong omni-channel support tool

Used Daily for 2+ years
Reviewed on 3/12/2019
Review Source: Capterra

Really well designed and supported omnichannel tools that is well integrated with other tools. My favorite feature is the flexible scenario planning. We have been almost able to do everything. We are pretty creative and have been able to be very creative with our deployment.

Pros

They have a great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.

Cons

We have had issues with the chat tool and would love more asynchronous capabilities but it has worked for us.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Othmar B.
Industry: Business Supplies & Equipment
Company size: 201-500 Employees

Omnichannel in the cloud!

Used Daily for 2+ years
Reviewed on 4/12/2019
Review Source: Capterra

We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
9.3/10
Based on 79 user ratings
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Bright Pattern Pricing

Bright Pattern Pricing

Starting from
US$70.00/month
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.

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.

Value for Money
4.8/5
Based on 79 user ratings
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Bright Pattern Features

Bright Pattern Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Prioritizing
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.6/5
Based on 79 user ratings
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Categories

Video Tutorials

Video Tutorials

Additional information for Bright Pattern

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

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