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Bright Pattern

Bright Pattern

4.1
(17)

Cloud-based contact center software

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Showing 19 Bright Pattern reviews
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Bright Pattern review by Howard F.
Howard F.
Validated Reviewer
Verified Current User
Review Source

"The Good, The Bad and the Ugly"

What do you like best?

Pretty solid system and can be easy to administer.

What do you dislike?

Sometimes it's hard to determine how to do things since documentation is very sketchy. I also have an issue on the amount of time it takes to return with an answer to an issue, yes you get an instant response with a ticket but getting the answer is the problem.

What business problems are you solving with the product? What benefits have you realized?

Trying to resolve an issue with getting call data every 15 minutes. Call records are dropped from the report and the engineers don't know why or it's low on their list of things to do.

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Bright Pattern review by Gerardo G.
Gerardo G.
Validated Reviewer
Verified Current User
Review Source

"Telephone Unleashed"

What do you like best?

The power of predictive dialing technology and the flexibility offered by a first-rate company. With Bright Pattern, we have the ability to be agile and effective.

What do you dislike?

I dislike my inability to integrate data management with my primary CRM, which does not like to play with others.

Recommendations to others considering the product

This is a comprehensive solution that is very powerful.

What business problems are you solving with the product? What benefits have you realized?

We have the task to talk to tens, sometimes hundreds of thousands of voters in a very short amount of time. Bright Pattern offers a way to meet our goal.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Bright Pattern review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"A Year filled with enhancements and drawbacks"

What do you like best?

So far the pieces of the system we have been able to get working in a stable manner have been solid.

What do you dislike?

Some issues we have had and are having seem simple and quick but the response time is into several months before it is resolved and or receive a response back on what they've found.

Recommendations to others considering the product

Make sure you have a firm knowledge of VoIP and what you are trying to do. Seek their help and advice as much as you to as they know their system best. There is always room for improvements with any system but they are willing to listen and b ounce ideas off you and with you.

What business problems are you solving with the product? What benefits have you realized?

all in one solution for voice, chat and email channels of communications with our support staff.

Bright Pattern review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source

"Bright Pattern is the best softphone VoIP provider we've found"

What do you like best?

Bright Pattern is the best softphone VoIP provider we've found. Their service is top quality - we've had no issues since we migrated over a year ago. They were able to help us build a relatively complex and unique phone routing system. When they didn't have a feature we needed, they helped us build it or figure out a way to reach the same goal in a different way. Their support team has been world class. It has been a pleasure to work with them and most of the time I don't have to think about our phone system - which is exactly what I want - a scalable, no fuss, working system for our team.

Pros: Exemplary technical support with a reliable, quality product. Agents like the easy UI and simple tools.

What do you dislike?

Some set-up is confusing and counter-intuitive

What business problems are you solving with the product? What benefits have you realized?

Multiple site, multiple team phone system that keeps us connected to our customers.

Bright Pattern review by Executive Sponsor in Management Consulting
Executive Sponsor in Management Consulting
Validated Reviewer
Verified Current User
Review Source

"Great platform, some quirks."

What do you like best?

The flexibility, the cutting edge technology, and integrations with Salesforce. Love the MMS/SMS functionality as well. The support team is knowledgeable and helpful.

What do you dislike?

In an effort to make it so useful, sometimes the execution is a little quirky and wonky. Deeper Salesforce integrations are not as easy and there are some strange nuances and idiosyncracies with getting things working the way they are intended. A more mobile-friendly eco-system would be powerful for outside agents. The support team, while nice and knowledgeable and helpful, sometimes seems to be learning along with me.

What business problems are you solving with the product? What benefits have you realized?

Bright Pattern is our primary voice/text/mms communication platform.

Bright Pattern review by Brett L.
Brett L.
Validated Reviewer
Verified Current User
Review Source

"A decent call center platform with adaptability"

What do you like best?

Integrates neatly with other platforms like Zendesk as an app. Versatile in your ability to accept calls via softphone, deskphone, or route to an external number.

What do you dislike?

Softphone frequently encounters errors or logs itself out when tabs are refreshed or new tabs are opened. This may be due to using the system as an app within Zendesk.

What business problems are you solving with the product? What benefits have you realized?

Supplementing e-mail support and allowing clients to call for a more streamlined troubleshooting process.

Bright Pattern review by Keith M.
Keith M.
Validated Reviewer
Verified Current User
Review Source

"25 Years of Call Center Experience, BrightPattern is the best."

What do you like best?

Ease of use, coupled with excellent features.Virtual queue callback should be more of a "thing".

What do you dislike?

Virtual queue callback should be more of a "thing".

Recommendations to others considering the product

If you are on the bubble, buy it. Period.

What business problems are you solving with the product? What benefits have you realized?

One of the easiest systems to use I have encountered in 25 years of call center experience. The technology is amazing, and the customer service even better!

Bright Pattern review by Nicole n.
Nicole n.
Validated Reviewer
Verified Current User
Review Source

"Bright Pattern for Call Center"

What do you like best?

What I like most about Bright Pattern is that you can see who is on the phones and who is not by simply putting their name in the directory search.

What do you dislike?

I don't like that sometimes Bright Pattern drops calls.

What business problems are you solving with the product? What benefits have you realized?

Getting Health Insurance Member's to the correct department.

Bright Pattern review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"It actually works and almost no outages in 3 years. "

What do you like best?

I like Bright Pattern's versatility. It seems to be compatible with most WFM software. Including Money, Pipkins. Which the company i work at has used in the past

What do you dislike?

I dislike that their reporting it could use work. Not a lot of options, but I do like how simple the export method is, csv. makes everyone's life easier.

Recommendations to others considering the product

if you're looking for a well priced option for customer support solutions. I would recommend BP.

What business problems are you solving with the product? What benefits have you realized?

It is our phone system, it works great, it does chat too; which has been an enormous help.

Bright Pattern review by Keith M.
Keith M.
Validated Reviewer
Review Source

"BrightPattern is the best customer service I have ever had."

What do you like best?

Customer service. Brightpattern Customer Service is second to none. Have not dealt with better in 25+ years of IT Experience.

What do you dislike?

API Documentation. The API documentation was obviously written by developers. There is not enough detail in the documentation or data validation by the API.

Recommendations to others considering the product

Best decision you will ever make. Much better ROI than the other cloud telephony providers.

What business problems are you solving with the product? What benefits have you realized?

Low cost service, High uptime, superior customer service.

Bright Pattern review by Alex G.
Alex G.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Bright Pattern continues to excel"

What do you like best?

This is real deal contact center solution, that is scalable and enterprise strength. Experienced Executive team and knowledgeable engineering and support teams improve the odds of successful rollout and implementation.

What do you dislike?

I would say some of the navigation/functionality can be slightly more user friendly. Probably, UI issue, struggled few times.

What business problems are you solving with the product? What benefits have you realized?

Increased productivity mostly, but also agent's higher level of satisfaction and better flexibility, in comparison with some competitors.

Bright Pattern review by User
User
Validated Reviewer
Review Source

"Bright Pattern Does What It Says"

What do you like best?

Bright Pattern provides a great way to incorporate calling into our more standard email-based support system. It links all calls to a support ticket to allow for future review if/when necessary.

What do you dislike?

Its integration with our support system could be improved in some areas, as the complexities that come with a fusion of call-based and email-based support can sometimes expose bugs in Bright Pattern's functionality.

What business problems are you solving with the product? What benefits have you realized?

We use Bright Pattern as a great way for our company to provide call-based support without too severe a departure from our traditional email-based support offering. It helps us to avoid costs associated with the employment of a call center.

Bright Pattern review by Cem .
Cem .
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Fast to implement, out of the box complete, working Contact Center Solution"

What do you like best?

It is easy to use, fast to implement. Documantation is clear and easy to understand. The ease of use and obviousness of its user interface for both agents, supervisors and system administrators is a plus. Even without referring to docs one can find its way around.

Everything is web based with the help of a browser plugin, all user interfaces are running in a web browser. Compatible with all major web browsers. Large call center deployments are made easy.

The best outbound dialler for large scale call centers I have seen.

Good quality reporting data accumulation for future reports that may be needed.

What do you dislike?

There is a visible effort of the company, making the integration with third party applications easier but some crucial points are yet missing.

Recommendations to others considering the product

Not a bad idea, go on and see for yourself.

What business problems are you solving with the product? What benefits have you realized?

Productivity of agents gone much higher. Management of outbound predictive dialler campaigns helped our customers to realize more calls in the same time span and as a result of this more profit.

Good built in reporting and being able to add more custom reports made our cutomers have a good visibility of what they are doing and what they should do to perform better.

Bright Pattern review by User
User
Validated Reviewer
Verified Current User
Review Source

"Good when it works"

What do you like best?

I like that it is integrated with Zendesk

What do you dislike?

It periodically just logs out and suddenly your missing calls. Like sometimes it's fine for hours, then sometimes it logs you out every 10 minutes.

What business problems are you solving with the product? What benefits have you realized?

Able to allow members to call in under only specific circumstances.

Bright Pattern review by Administrator
Administrator
Validated Reviewer
Review Source

"Difficult integration"

What do you like best?

customer service is usually very prompt.

What do you dislike?

Bugs. Since the upgrade it feels as though there have been more bugs. It's also been extremely sluggish to get our integration completed.

The UI could be easier to use too.

Looking forward to the auditing features that are coming soon.

Bugs with the Virtual callback queue which has prevented us from rolling it out in a timely manner and then still delayed...

What business problems are you solving with the product? What benefits have you realized?

Call distribution. Would be great to have more workforce management built in too.

Bright Pattern review by Internal Consultant
Internal Consultant
Validated Reviewer
Verified Current User
Review Source

"Call Center Soft Ware as a Service"

What do you like best?

cloud based, captured recorded calls for review, a lot of different report to manage a call center

What do you dislike?

supervisor view can be better and more simplified

Recommendations to others considering the product

Have a few training session with bright pattern on features functionalities and reports.

What business problems are you solving with the product? What benefits have you realized?

call center management

Bright Pattern review by Sonny A.
Sonny A.
Validated Reviewer
Review Source

"Bright Pattern User Review"

What do you like best?

On the performance side, Bright Pattern is easy to start, highly customizable, fully featured, and very scalable. In minutes, you can have a campaigns set up and running.

On the reporting side, data is easily retrieved for analysis. Call recordings is a welcome feature as it is very useful for training and compliance purposes

Customer service is very good. The staff is knowledgeable and very responsive to questions and requests.

What do you dislike?

List management is good overall, but can be more robust. For example, it would be nice to be able to make changes to a list during a live campaign.

What business problems are you solving with the product? What benefits have you realized?

I wanted to use a system that is easy to deploy, customizable, and cost-efficient. Bright Pattern thus far has been a very good solution

Bright Pattern review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Verified Current User
Review Source

"director of support "

What do you like best?

call quality , parallel use of agents , simple use

What do you dislike?

lack of proper dashboard , call history on the fly

What business problems are you solving with the product? What benefits have you realized?

the business motivation is calling back to customers

Bright Pattern review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source

"VP of Technology"

What do you like best?

The platform has all the channels needed to support your client base in the call center environment.

What do you dislike?

A more robust scripting engine for clients/vendors who don't have a CRM.

What business problems are you solving with the product? What benefits have you realized?

We need to have the Chat feature in our quiver. Support Chat only type business that had not inbound and outbound calling component

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