Bright Pattern Contact Center Information Reviews & Insights

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.

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

Close CRM

we also used call tracking metrics. Bright Pattern is very scalable with strong api automations and very very low odds of us outgrowing in the future. Bright Pattern also allows reps to get the data they need in real time in one place without moving between systems due to the rest api functionality (e.g. a support rep automatically has customer details after the customer selects 2 in the IVR by sending a GET request to ChargeBee), leading to faster and more effective communication with clients.

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

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.

Alvaria CXP Pro, Avaya Aura, B2chat and Neotess

The previous platforms are multichannel and one premise. Bright Pattern is a platform or solution for an omnichannel cloud contact center, and it is also hosted on AWS. Moreover, Bright Pattern innovates with its services and channels, and besides the 360 omnichannel capability, it has many advantages compared to the others.

Las plataformas anteriores son multicanal y one premise, Bright Pattern es una plataforma o solución de contact center omnicanal y en la nube, ademas que esta hosteada en AWS, no se compara ademas que Bright pattern innova con sus servicios y canales, ademas de la omnicanalidad 360 tiene muchas virtudes a comparacion de las otras

Bright Pattern Contact Center is the best CCAAS platform

Bright Pattern Contact Center is Very easy to use

Avaya Call Center Elite, Aspect Unified IP, Genesys Cloud CX, 8x8 Contact Center, Talkdesk, NICE Enlighten AI and UJET

Easy to use

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.

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

Genesys IVR

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.

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.

HubSpot CRM, HubSpot Sales Hub, Zendesk Suite and NICE CXone

More versatile than all of the above and a better implementation team.

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

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

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.

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

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.

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.

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.

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.

Aspect CXP Pro, Aspect Unified IP, Aspect Workforce Management, Genesys Cloud (formerly PureCloud), Genesys PureConnect and Five9

Obviously, customer experience is key but contact center staff enablement is one of the most important factors. What good is a multi-million dollar implementation on a platform if your hands are tied from admin or developer turnover? I have seen with many platforms where the platform remained dormant after the loss of the last experienced staff member. It isn't that way with Bright Pattern. Easy to train and easy to learn. Their support has been great. I will continue to promote and use Bright Pattern as a platform and I am excited to see where it takes us next.