Bright Pattern Contact Center Professional, Scientific, and Technical Services 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

7 Reviews

Professional, Scientific, and Technical Services

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

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

Robust, innovative call center platform with excellent customer service

Rating: 10 out of 10

Incentivized

February 11, 2022

Use Cases and Deployment Scope

We use Bright Pattern as our default contact center platform for all contact channels and clients

Pros

servicing in the cloud
Integration with Zendesk
Omnichannel contact routing
customizations
call routing
offer solutions at a great price

Cons

CX analytics
Chat GPT integration

Likelihood to Recommend

Bright Pattern is generally a best in class contact center platform suited for any call center size

Othmar Mueller von Blumencron

VP Sales & Marketing in Sales at VIPdesk Connect (Information Technology & Services, 501-1000 employees)

Vetted Review

6 years of experience

Excellent!

Rating: 10 out of 10

Incentivized

January 19, 2022

Use Cases and Deployment Scope

We use Bright Pattern as our contact center platform in our Managed Services division. It's mature and simple to use integration with ServiceNow is enabling us to drive up Customer Satisfaction with a more efficient service. We are looking forward to working with the BP Team to implement a truly omnichannel experience.

Pros

Mature ServiceNow integration
Supervisor level administration is extremely intuiative
Native wallboard functionality is excellent

Cons

Native reporting takes some getting used to.

Likelihood to Recommend

The platform is suited for anyone that requires contact center functionality and has the desire to complete a level of administration themselves. Add in the myriad of integrations it has out of the box it is a very well-rounded tool.

Dave Hampton

Head Of Support in Customer Service at Ultima Business Solutions (Information Technology & Services, 201-500 employees)

Vetted Review

View profile

A Diamond in the Rough - Bright Pattern delivers!

Rating: 10 out of 10

Incentivized

January 19, 2022

Use Cases and Deployment Scope

I use Bright Pattern as my primary outbound call center software. G7 Strategy Group, Inc. provides public relations and communication services for political campaigns, small businesses, corporations, government agencies, public and private schools, and faith-based organizations. Our work includes direct mail, digital marketing, home visit, and telephone-based marketing. On the occasion that we are tasked with contacting tens of thousands or hundreds of thousands of individuals throughout Southern California or the entire state, we rely on Bright Pattern to provide predictive dialing services within their outbound call center software to maximize our ability to reach our goals. Their system is powerful, intuitive, and a pleasure to deploy at scale with virtually no downtime whether on-site or using a remote workforce.

Pros

Predictive outbound calling
Device compatibility
Clarity of voice connection
Unparalleled speed
Reporting
Monitoring

Cons

Bright Pattern must improve their ability to boast
Bright Pattern is underrated

Likelihood to Recommend

Bright Pattern is an extremely powerful communication software that is simple to use, quick to deploy, and easy to manage. The strength of their voice connection is strong, not brittle like other providers. Bright Pattern has all the tools you need to provide remarkable customer service.

Gerardo Guzman

President in Corporate at G7 Strategy Group, Inc (Public Relations & Communications, 1-10 employees)

Vetted Review

9 years of experience

Bright Pattern is a great CCaaS for an organization looking to move to the cloud

Rating: 10 out of 10

Incentivized

January 19, 2022

Use Cases and Deployment Scope

Many organizations are looking to transcend from on-premises platforms to the cloud. These organizations are looking for a proverbial "easy" button solution. The Bright Pattern platform is that solution. The Bright Pattern platform checks all of the boxes for an organization looking to implement a complete contact center cloud solution. The following items are all standard: Speech-enabled IVR, Inbound ACD and Outbound Dialer, Digital Channels - chat, email, SMS - a unified agent desktop, and let's not forget the ability to integrate with applications such as Salesforce or MS Teams. This is a platform that positions any organization for continued, sophisticated operations well into the future. Further, the Bright Pattern team is flexible, open to customer input, and dedicated to ensuring their products meet the needs of their customers.

Pros

AI platform integration - IBM Watson, Google Dialogflow, for example
Quality Management - out of the box sentiment anlysis
Unified agent desktop - ability to see all channels in one pane of glass
Robust analytic widgets that can also drive wall boards

Cons

WFM has been a missing component, however that is slated to launch in Q2 of 2022
The mobile application has taken longer than expected for general release
UCaaS functionality would be a great addition

Likelihood to Recommend

The Bright Pattern platform is easy to use and manage. As an individual that needed large teams to maintain IVRs, ACDs, and dialers, I can relate to organizations that are concerned about needing a large IT group to support a new platform. The Bright Pattern platform does not need a large, dedicated team of IT folks to support it. Further, the platform makes it easy for organizations to change scripts, flows, and applications at the "speed of business" which means changes can be implemented in hours and minutes as opposed to weeks and months.

Carlton Perkins

Manager, Solutions Consulting in Sales at Waterfield Technologies (Information Technology & Services, 201-500 employees)

Vetted Review

Reseller

2 years of experience

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