Bright Pattern Contact Center Reviews & Insights

Score9.1 out of 10

41 Reviews and Ratings

Community insights

TrustRadius Insights for Bright Pattern Contact Center are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Great Support: Users have consistently appreciated the platform's great support, finding it helpful and responsive throughout their experience. The dedicated support team has been a key factor in users feeling well-assisted and valued.

Simple License Model: Customers have found the license model to be straightforward and easy to understand, making implementation a smooth process for many users. The simplicity of the licensing structure has contributed to user satisfaction and ease of use.

Regular Product Updates: Reviewers highly value the regular product updates and enhancements, which demonstrate a commitment to continuously improving the platform's functionality. These ongoing improvements show responsiveness to user needs and technological advancements, fostering trust in the platform's evolution.

Bright Pattern Contact Center Reviews

14 Reviews

Mid-sized Companies (51-1,000 employees)

great flexibility and usability

Rating: 8 out of 10

Incentivized

April 25, 2025

Use Cases and Deployment Scope

have expensive per minute call costs, while lacking detailed reporting and customization. we had different tools across teams which created silos and made reporting difficult. Bright Pattern solved this problem for us. It also provided us with a faster and more efficient way to serve clients as the CRM window pops up now so now , with Bright Pattern, customer facing reps don't have to switch between windows.

Pros

detailed reporting
fast implementation

Cons

reporting is great but not user friendly
the interactions tab is over-complicated

Likelihood to Recommend

drawbacks: ineffective calendaring system built internally that does not sync to google rendering it useless, and less controls for management to move reps between statuses, and a semi confusing call campaigns setup.well suited: Bright Pattern is easy to use and simple to understand. -CRM integrations and screen pops allow for reps to easily be able to complete all tasks from the same tab
-rest api automations are great and very capable of getting reps the information they need when/where they need
quick implementation

Verified User

Manager in Sales (Telecommunications company, 51-200 employees)

Vetted Review

2 years of experience

BEST PRODUCT

Rating: 9 out of 10

Incentivized

October 2, 2024

Use Cases and Deployment Scope

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.

Pros

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

Cons

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

Likelihood to Recommend

Call logs will be more effective if users can independently perform statistical comparisons or if calculated based on key user information such as average call duration, average wait time, daily average answered calls, and the percentage of dispositions used.

Log panggilan akan lebih efektif jika pengguna dapat secara independen menjalankan perbandingan statistik atau jika dihitung berdasarkan informasi kunci pengguna seperti waktu panggilan rata-rata, waktu tunggu rata-rata, panggilan harian rata-rata yang diambil, dan persentase disposisi yang digunakan.

Verified User

Technician (Mining Metals company, 51-200 employees)

Vetted Review

2 years of experience

Improving communication with our customers

Rating: 10 out of 10

Incentivized

March 12, 2024

Use Cases and Deployment Scope

We implemented Bright Pattern Contact Center as our Support Contact Center, and it will allow us to implement voice and WhatsApp channels to improve communication with our customers.

Pros

Integration
KPI's metrics
Omnichannel

Cons

User interface
More native integrations
More channels

Likelihood to Recommend

Bright Pattern Contact Center is well suited for companies with high regulatory compliance requirements, and less appropriate companies with limited IT resources.

Verified User

Director in Product Management (Telecommunications company, 501-1000 employees)

Vetted Review

Reseller

1 year of experience

Our Bright Pattern Contact Center Success story

Rating: 10 out of 10

Incentivized

March 10, 2024

Use Cases and Deployment Scope

We're currently using the platform for inbound, outbound calls and chats. We're also using Bright Pattern Contact Center for automated SMS and Voice campaigns. The scope of our use case includes:
- Managing inbound and outbound customer interactions across multiple channels.
- Providing omnichannel support to meet customer expectations.
- Optimizing agent workflows and performance through advanced routing and analytics.
- Adapting to changing business needs and regulatory requirements.
- Enhancing overall customer experience and satisfaction.

Pros

Automated outbound campaign
Robust APIs
Amazing implementation team

Cons

Custom reporting could be easier
Slightly different approach to SMS functionality
Enhanced Scenario Builder

Likelihood to Recommend

Bright Pattern Contact Center shines when it comes to: High-Volume Contact Centers, Dynamic Routing and Workflows, Compliance-Conscious Industries, Remote and Distributed Teams.
Bright Pattern Contact Center does not excel when it comes to: Simple Contact Center Needs, Complex or custom Integration Requirements, if you are on a budget constraint or if you need Highly Customized Contact Center Workflows.

Verified User

Manager in Engineering (Telecommunications company, 51-200 employees)

Vetted Review

1 year of experience

Bright Pattern Contact Center Review

Rating: 9 out of 10

Incentivized

March 10, 2024

Use Cases and Deployment Scope

As a Business Process Outsourcer specializing in Contact Center services, we use Bright Pattern Contact Center as the CCaaS platform for our inbound and outbound interactions via inbound/outbound voice, email, chat and SMS. We also take advantage of the Omni QM quality management solutions as well as their reporting and various API. We use their platform to serve dozens of clients in varying industries.

Pros

Easy implementation
Excellent uptime
Fantastic customer support team

Cons

More customizable and robust out of the box reporting
WFM component
Easier/cleaner Chat GPT integration for generative AI agent responses and notes

Likelihood to Recommend

Great product for a BPO contact center. It has an easy and quick implementation time frame, very stable and reliable infrastructure and a knowledgeable and helpful support staff.

Jonathan G. Martin

CEO in Corporate at Telecom, Inc. (Outsourcing/Offshoring, 201-500 employees)

Vetted Review

3 years of experience

View profile

Excellent Automation Capabilities!

Rating: 10 out of 10

Incentivized

March 9, 2024

Use Cases and Deployment Scope

We were looking for an omnichannel solution, and Bright Pattern was delivered! We had a handful of problems that they helped us address. First, we pushed email contacts to our agents, but we still wanted agents and management to have the ability to view emails in the queue and pull them when needed. Second, we were looking for greater automation capabilities and really for our team to be able to control more of the product and make changes on the fly. We've been able to automate a significant number of our contacts with Bright Pattern, and more importantly, we were able to build those automations ourselves!

Pros

Voice & chat scenarios - tons of great capabilities to deflect customers.
Ability for us to manage and build our own platform.
Amazing support from onboarding team.

Cons

Email capabilities - we'd like to see the same level of capabilities that chat and voice scenarios have.
We'd like email and chat transcripts to be part of the historical reporting API.

Likelihood to Recommend

Bright Pattern has been fantastic in allowing us to automate voice and chat contacts, and we're currently building out scenarios that will allow us to automate even more. It's super simple to collect data from customers, and using some API calls provides the answers they're looking for without a human needing to get involved. There is less functionality currently for emails. Emails can be routed to queues based on keywords, and auto-replies can be sent, but it's pretty basic functionality. We'd love to see some of the enhanced capabilities offered in voice and chat scenarios for email.

Verified User

Analyst in Customer Service (Retail company, 501-1000 employees)

Vetted Review

1 year of experience

Bright Pattern ready to fly!!

Rating: 10 out of 10

Incentivized

March 27, 2023

Use Cases and Deployment Scope

I use Bright Pattern Contact Center for my contact center, it's an amazing experience starting for the implementation, in 4 days i have 100 positions 100% up and completely integrated with my own web crm. In the last years we love the help page and the apis for customization for AI, digital contacts, reporting and all that our imagination can be building for help to transform my customer experience and agents. The best omnichannel product!!!

Pros

Reporting customization whit apis
Power predictive dialer algoritm
Easy for management and agent controls for supervisors

Cons

Manage service operations by apis or integrated with my crm

Likelihood to Recommend

Patricio Pinto

Gte operaciones in Corporate at Mv s.a. (Outsourcing/Offshoring, 501-1000 employees)

Vetted Review

4 years of experience

This product is a leader among its competitors.

Rating: 10 out of 10

Incentivized

March 27, 2023

Use Cases and Deployment Scope

My company is one of the largest BPO's in the world. Our clients range from large and small and include some of the world's leading financial intuitions, Social Media giants and one of the world's largest streaming services. Some of the major issues we face with legacy or other cloud systems are non-customizable hard to use platforms that require extensive training, or they are easy to use but to basic and even though they are sold as large corporate solutions cannot handle large clients with complex IVR's. With more and more clients using complex CRM tools that offer an abundance of data, CTI Intergrations are becoming key requirements in our business. When it comes to finding the right solutions for our clients our platform of choice is Bright Pattern Contact Center. This platforms scalability and customizations is what drew our attention. The seamlessness of their CRM integration and its user-friendly agent desktop still offers numerous options on how to collect and display customer data ensuring that agents have all the data they need to quickly solve all of our customers problems and easily meet SLA's and KPI goals. Above all else this platform offers stability. in over 4 years of service, we have a 99.9% uptime. For these reasons, we will continue to use and offer Bright pattern Contact Center solution to our most important clients. Thank you for all that you have done with ensuring we stay on top of industry.

Pros

CRM Intergrations and management
Professional services and emergency support
Omni Channel Solution
User Friendly Agent Desktop

Cons

IVR Training

Likelihood to Recommend

Bright Pattern is well suited for large and small clients and works best with straight forward IVR flows but the overall price and ease of scalability is what attracts many people.

Gustavo Samaniego

IT Service and Deliveries Manager in Information Technology at Contact US Teleservices Inc. (Consumer Services, 501-1000 employees)

Vetted Review

4 years of experience

Bright Pattern Contact Center provides simple and effective solutions for our midsize contact center

Rating: 9 out of 10

Incentivized

March 21, 2023

Use Cases and Deployment Scope

We use Bright Pattern Contact Center to support our agents who primarily take inbound calls, but also work occasional outbound call campaigns. Bright Pattern Contact Center offers us the flexibility to route the calls in ways that best suit our agents' skills and our organization's goals. The reporting features are helpful to our workforce management team and the simple UI and configurable alerts allow our agents and supervisors to respond quickly to customers' needs.

Pros

Stability
Integrations
Customer Service

Cons

Custom Reporting

Likelihood to Recommend

Overall my experience with Bright Pattern has been positive, and it's definitely an improvement over other systems we have tried in the past. Implementation went smoothly, and the support we received from Bright Pattern's team has been great. I wish there were a simpler way to customize reports without having to use Jaspersoft, but the stock reports are pretty useful as-is.

Verified User

Analyst (Non-profit Organization Management company, 51-200 employees)

Vetted Review

2 years of experience

Fantastic ability to automate contacts!

Rating: 10 out of 10

Incentivized

February 22, 2023

Use Cases and Deployment Scope

We were excited to switch our contact center to use Bright Pattern Contact Center omni-channel solution to support our agents. We love the functionality we're able to customize for voice and chat IVRs and the automation were able to complete. Between the automation and the true omnichannel experience we've been able to significantly reduce our contacts!

Pros

Automation
Customization

Cons

Email routing

Likelihood to Recommend

Contact centers with a high volume of voice and chat contacts could definitely benefit from the functionality provided when building out scenarios. This functionality does not yet exist for email, so email routing and the ability for automation is fairly limited without 3rd party applications.

Jennifer Hainsworth

Business Systems Analyst in Customer Service at 1A Auto (Automotive, 501-1000 employees)

Vetted Review

1 year of experience

View profile

Loading Reviews List....

This product is a leader among its competitors.

Rating: 10 out of 10

Incentivized

March 27, 2023

Use Cases and Deployment Scope

Pros

CRM Intergrations and management
Professional services and emergency support
Omni Channel Solution
User Friendly Agent Desktop

Cons

IVR Training

Likelihood to Recommend

Bright Pattern is well suited for large and small clients and works best with straight forward IVR flows but the overall price and ease of scalability is what attracts many people.

Gustavo Samaniego

IT Service and Deliveries Manager in Information Technology at Contact US Teleservices Inc. (Consumer Services, 501-1000 employees)

Vetted Review

4 years of experience