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

11 Reviews

Small Businesses (1-50 employees)

Bright Pattern Contact Center Review

Rating: 10 out of 10

Incentivized

October 2, 2024

Use Cases and Deployment Scope

We use it as a Contact Center platform for our support channel and we also sell Bright Pattern. The business issues it addresses are the costs related to the Tenant and licensing. Here in Colombia, there are other companies that sell licenses at a lower cost, which is not competitive on that front.

Lo utilizamos como plataforma de Contact center para nuestro canal de soporte y tambíen vendemos Bright pattern, los problemas comerciales que aborda es el costo del Tenant y del licenciamiento, aquí en Colombia existen otras empresas las cuales venden la licencia mas económica y no es competitivo por ese lado

Pros

She has a very comprehensive report. Tiene una reportería muy completa
The scenario construction is very good. La construcción de escenarios es muy buena
The integration of any system through APIs. La integracion de cualquier sistema meduante APIS

Cons

That they had a text and voice analysis module Que tuvieran un modulo de analisis de texto y voz
Customized agent interface with company logos. Interfaz de agente personalizada con logos de la empresa
The softphone, when entering multiple interactions, causes the advisors to become confused when they have several. It should be less complex and more adaptable.
El softphone al momento de ingresar varias interacciones, los asesores se pierden cuando tienen varios. que sea menos complejo y mas adaptable

Likelihood to Recommend

Bright Pattern is an excellent platform, and I like it because it serves many use cases, including sales, customer service, support, and collections. It is suitable for creating large workflows and allows for self-service and transactions, obviously through development, but it is very good. However, it is not optimal because nowadays, WhatsApp integration is required, and it does not have that feature.

Bright Pattern es una excelente plataforma y me gusta por que sirve para muchos casos de uso, para ventas, sac, soporte, cobranzas, es adecuado para crear flujos grandes y que permita hacer autoatención, transacciones, obviamente mediante desarrollos pero es muy bueno, no es bueno ya que hoy en dia se pide el canal de WhatsApp y no lo tiene integrado.

Verified User

Executive in Product Management (Telecommunications company, 11-50 employees)

Vetted Review

Reseller

6 years of experience

Best contact centre solution

Rating: 10 out of 10

Incentivized

October 2, 2024

Use Cases and Deployment Scope

Bright Pattern Contact Center is the best CCAAS platform

Pros

MSCRM Dynamics integration
Realtime agent assist
WhatsApp and other social channels
MS Teams as a Channel
Easy to create an complex IVR flows and Chat flows.
Easy to do integrations
Simplified and feature rich agent desktop
Zero downtime
So many other things to say

Cons

Realtime reporting is good but there should be a pop out if supervisor or a manager wants to see his whole team.
Wallboard needs to have some calculations option. Ofcourse APIs are there but still we recommend
Wallboard needs to have more options to customise

Likelihood to Recommend

Bright Pattern Contact Center is Very easy to use

Verified User

Manager in Information Technology (Telecommunications company, 11-50 employees)

Vetted Review

Reseller

5 years of experience

Bright Pattern Contact Center omnichannel contact center software review

Rating: 10 out of 10

Incentivized

March 10, 2024

Use Cases and Deployment Scope

We are a Bright Pattern Contact Center partner in South Africa. We selected Bright Pattern Contact Center as our omnichannel contact center product of choice for 3 key reasons.

1) 30% - 40% saving on license fees vs competitors. License model is simple customers do not have to pay extra for every little add on.

2) At least 50% quicker to implement than any other product we worked with to date.

3) Fantastic support. You can talk to anybody in the company, no client is too small to have their voice heard. Bright Pattern Contact Center is quick to sort out any bugs and listen to the feedback from their partners and clients.

Pros

Great support
Simple license model
Easy to implement and configure
Regular product updates and enhancements
Stable runtime environment

Cons

Some of the configuration screens could be labelled better to help new comers adapt quicker

Likelihood to Recommend

Applicable across the board from small enterprises of say 5 users up to large call center with 100s of agents.

Handles all omnichannel communications.

Strong in and outbound call capability.

Leo Malan

Director in Information Technology at ODEK Telecoms (Information Technology & Services, 11-50 employees)

Vetted Review

3 years of experience

Bright Pattern Contact Center makes things happen for me!

Rating: 10 out of 10

Incentivized

February 21, 2024

Use Cases and Deployment Scope

We use Bright Pattern Contact Center for telephony and SMS communication to qualify for loan and financial services products. Our sales team is able to easily see KPI's of their piers. As well, our partners require recorded calls for compliance and we are easily able to access and upload to our CRM.

Pros

Dependable Telephony Services
Easy to use SMS
Excellent reporting for KPI's

Cons

Call routing is set by skill level. We want certain skills levels to have round robin call routing and random is only allowed. This causes and unfairness in call routing amongst skill levels.

Likelihood to Recommend

Bright Pattern Contact Center is well suited based on reliability. We have been using services for over 6 years without any outages or system issues.

Our team is able to easily work remotely using the Agent Desktop and communicate well pier to pier.

Call monitoring and coaching is great on Manager level.

Bright Pattern Contact Center is great for CS/Chat/SMS and has room for improvement for sales teams.

Brandon Allen

CEO in Corporate at Money Ladder (Financial Services, 11-50 employees)

Vetted Review

6 years of experience

Easy and Amazing Platform

Rating: 10 out of 10

Incentivized

October 2, 2023

Use Cases and Deployment Scope

Bright Pattern Contact Center is a very good platform for internal communication and to receive inbound calls from customers.

Pros

Always reliable
Easy to use with minimal training.
Convenient internal chat

Likelihood to Recommend

I give Bright Pattern Contact Center a ten out of ten because it is the perfect tool for new and small businesses.

Verified User

Account Manager in Finance and Accounting (Telecommunications company, 11-50 employees)

Vetted Review

Reseller

3 years of experience

Bright Pattern solved all our problems

Rating: 10 out of 10

Incentivized

March 30, 2023

Use Cases and Deployment Scope

Bright Pattern is a well designed, easy to use platform and has a lot features not included in other similar products. I know from speaking to my colleagues that using their customer service is both quick and helpful. This in particular is a godsend when issues arise which need a quick fix and this in itself is a huge selling point.

Pros

Ease of use
Great customer service

Likelihood to Recommend

AS a medium sized enterprise it is well suited for all our needs

Ian Wilson

Procurement Mnager in Information Technology at Go2Uno (Telecommunications, 1-10 employees)

Vetted Review

1 year of experience

Thinking on a Switch? Consult withBright Pattern Contact Center

Rating: 10 out of 10

Incentivized

March 27, 2023

Use Cases and Deployment Scope

We use Bright Pattern Contact Center as our ACD for Inbound calls, is easy to configure and any adequations we need to implement on the IVR is easy and in real time.

Pros

Solid Platform, never had an issue in regards uptime
Integrations with AWS for recording is a breeze.
Is a real omni-channel platform
Reporting in detail

Likelihood to Recommend

I can't really think on scenarios that BP does not perform properly... Social Media Handling is awesome. Maybe some natural integration with Microsoft teams so agents don't have to use to platforms as part of an internal communication channel

Hugo Martinez

Business Developer Manager in Product Management at GO2UNO (Information Technology & Services, 11-50 employees)

Vetted Review

Reseller

5 years of experience

View profile

One of the best decisions we've made for our business

Rating: 10 out of 10

Incentivized

March 21, 2023

Use Cases and Deployment Scope

Gapcloud is a provider of contact centre technology and Bright Pattern Contact Center is simply the best omni-channel cloud contact centre platform we’ve ever seen which is why we partner with Bright Pattern Contact Center and take them to market. It gives us access to a premium service on which we can create an amazing contact centre experience for our customers. Gapcloud has a very diverse customer base so it's essential that we have a platform that delivers across a broad range of capabilities. Bright Pattern Contact Center's extensive and extensible feature set allows us to meet all of our customer's requirements and set them up for the future. Importantly, with Bright Pattern Contact Center, integration to 3rd party CRM, ITSM and other line of business applications is productised i.e. it's a configuration within the product, not a custom development. That means we can deliver the benefits of that integration to our customers on a modern platform and within the ultra reliable Bright Pattern Contact Center platform SLA.

Pros

Fantastic integration with Microsoft Teams and Azure Active Directory
Deep integration with CRM and ITSM systems and web based applications
Mobile app opens up new opportunities and supports multiple use case
Really easy to connect SMS to the voice channels
Allows us to bring best of breed AI services in to the contact centre
Excellent Quality Management tools
Extremely good outbound campaign management tools that are simple to use
Full set of APIs

Cons

The new Services Dashboard offers some really good resource management insights. Would like to see that extended.

Likelihood to Recommend

As a contact centre technology vendor, we haven't yet come across a customer for whom Bright Pattern Contact Center wasn't a great fit. The platform is well suited to any organisation that wants to deliver great customer service. Bright Pattern Contact Center universally gets great user ratings and there is a reason for that.

Stuart Marsh

Managing Director in Sales at Gapcloud Pty Ltd (Information Technology & Services, 11-50 employees)

Vetted Review

Reseller

2 years of experience

View profile

Great Experience

Rating: 10 out of 10

Incentivized

January 31, 2022

Use Cases and Deployment Scope

I use Bright Pattern Contact Center for the call center. Incoming and outgoing calls. When calls come in the Bright Pattern screen it quickly shows the callers are in, if already saved, or it will show which campaign the caller is calling for. We also make outgoing calls and receive emails and texts through Bright Pattern, everything runs smoothly.

Pros

Fix problems fast
Responds quickly
Takes time to explain things clearly

Cons

Over the past 5 to 6 months I have not had any issues with the contact center, and the staff are very pleasant.

Likelihood to Recommend

I like the communication between co workers. For example, I am used to contacting 1 person for assistance, there was a time that staff was unavailable, but two other staff were aware of the situation, I didn't have to waste time explaining again, and my issue was resolved in a timely manner.

Jessica Jantuah

Call Center Supervisor in Customer Service at Next Leadership development (Consumer Services, 11-50 employees)

Vetted Review

Great Cloud Contact Centre Solution

Rating: 10 out of 10

Incentivized

January 26, 2022

Use Cases and Deployment Scope

We are a reseller of the Bright Pattern Cloud Contact Centre in South Africa. It has brought cloud contact centers with full features to our region and assisting is offering reliable WFH solutions to clients. Around the region, we have many industries using the platform with ease and it has also transformed the way these companies do business with their clients.

Pros

Easy to use
Enterprise-grade features
Constantly being developed with new functionality

Cons

Out-of-the-box integrations to WFM platforms
More integrations to CRM platforms
Recording features could be upgraded

Likelihood to Recommend

Any contact center thinking of moving to the cloud would have a pleasant transition to Bright Pattern. The deployment is easy, tenant and user setup is simplified and monitoring is a pleasure with the many tools on offer from Bright Pattern. The solution's ability to integrate to CRM & ITSM systems including the Teams integration makes it the most complete contact center platform on the market.

Jay Lutchman

Chief Technology Officer at Ocular Technologies (Telecommunications, 11-50 employees)

Vetted Review

Reseller

5 years of experience

View profile

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Bright Pattern Contact Center Review

Rating: 10 out of 10

Incentivized

October 2, 2024

Use Cases and Deployment Scope

Pros

She has a very comprehensive report. Tiene una reportería muy completa
The scenario construction is very good. La construcción de escenarios es muy buena
The integration of any system through APIs. La integracion de cualquier sistema meduante APIS

Cons

That they had a text and voice analysis module Que tuvieran un modulo de analisis de texto y voz
Customized agent interface with company logos. Interfaz de agente personalizada con logos de la empresa
The softphone, when entering multiple interactions, causes the advisors to become confused when they have several. It should be less complex and more adaptable.
El softphone al momento de ingresar varias interacciones, los asesores se pierden cuando tienen varios. que sea menos complejo y mas adaptable

Likelihood to Recommend

Verified User

Executive in Product Management (Telecommunications company, 11-50 employees)

Vetted Review

Reseller

6 years of experience