Bright Pattern Contact Center Information 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.

Reviews

9 Reviews

Information

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

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

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

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

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

Bright Pattern: The excellent, feature rich platform for your contact center.

Rating: 10 out of 10

Incentivized

January 16, 2021

Use Cases and Deployment Scope

Bright Pattern is used as a hosted contact center offering to our clients as well as used internally for our outsourced contact center offering. It is a great solution for many small to mid-market contact centers, based on the licensing model, looking to get away from cumbersome solutions. I have performed greater than forty Agent/Supervisor/Admin classes and I haven't had a single trainee that did not grasp the concepts by the end. Bright Pattern solves for so many of the ancillary pieces needing to be easily modified by an internal admin that many contact centers do not consider when selecting their next platform. It is a platform that enables internal contact center admins the ability to implement something without needing a developer to accomplish the task.

Pros

Enables contact centers to make changes without complex coding languages and frameworks.
Omni-channel functionality for all needs.
Integrates well to a number of third party products.
It isn't cumbersome. Easy to learn and manage.
Best in class customer service
Online community with active users assisting each other with ideas

Cons

Tenant configuration backups from within admin would be nice for archiving.
AI strategy and platform integrations could use more work.
Built-in reporting would benefit from enhanced visualizations

Likelihood to Recommend

Being as Bright Pattern is a hosted and highly scalable platform, it is well suited for most contact centers. I have implemented Bright Pattern for both PCI and non-PCI customers. There aren't many scenarios where I would not recommend it as a platform offering option to someone who is looking. Possibly for someone looking for an on-premises solution where certain technologies are not allowed within the scope, I might suggest something different. It has worked well for many mortgage companies, city/government services, technology companies, educational institutions, law firms, recruiting firms, medical facilities/payments, debt collection, retail, and more. Offering secure payment IVR and a secure payment live agent as a PCI solution is a huge benefit. Adding Conversational AI into the mix with third party offerings, like IBM Watson Assistant, for IVR functionality has been a huge benefit for customer self-service.

Verified User

Director in Product Management (Telecommunications company, 51-200 employees)

Vetted Review

Reseller

7 years of experience

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Bright Pattern: The excellent, feature rich platform for your contact center.

Rating: 10 out of 10

Incentivized

January 16, 2021

Use Cases and Deployment Scope

Pros

Enables contact centers to make changes without complex coding languages and frameworks.
Omni-channel functionality for all needs.
Integrates well to a number of third party products.
It isn't cumbersome. Easy to learn and manage.
Best in class customer service
Online community with active users assisting each other with ideas

Cons

Tenant configuration backups from within admin would be nice for archiving.
AI strategy and platform integrations could use more work.
Built-in reporting would benefit from enhanced visualizations

Likelihood to Recommend

Verified User

Director in Product Management (Telecommunications company, 51-200 employees)

Vetted Review

Reseller

7 years of experience