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Bright Pattern Contact Center

Bright Pattern Contact Center


What is Bright Pattern Contact Center?

Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be used on…

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Recent Reviews

TrustRadius Insights

Great Support: Users have consistently appreciated the platform's great support, finding it helpful and responsive throughout their …
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Easy and Amazing Platform

10 out of 10
October 02, 2023
Bright Pattern Contact Center is a very good platform for internal communication and to receive inbound calls from customers.
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Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Warm transfer (27)
  • Recording (26)
  • Agent dashboard (26)
  • Historical reporting (26)

Reviewer Pros & Cons

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Omnichannel CX


per month per seat

Call Center Standard


per month per seat

Digital CX


per month per seat

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visit…


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Demos

Bright Pattern Contact Center Retail Demo

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Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Avg 8.2
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Product Details

What is Bright Pattern Contact Center?

Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be used on all digital channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also provides native omnichannel quality management, allowing companies to measure every interaction on every channel. The company was founded by a team of industry veterans of contact center solutions and are now aim to deliver an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution boasts users globally in over 26 countries.

Bright Pattern Contact Center Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

Bright Pattern Contact Center Screenshots

Screenshot of Screenshot of Screenshot of

Bright Pattern Contact Center Videos

Michael McCloskey, CEO at Bright Pattern, talks about the opportunities for service providers to combine Unified Communications and Contact Center technology.
CEO Michael McCloskey discusses how Bright Pattern leverages AI to improve CX: self-service, transcription, teleprompter functionality, supervisor alert, intent analysis, quality management, WFM, and skills-based routing.
Bright Pattern Mobile for the Customer Experience - Frost & Sullivan Solutions Spotlight
Why companies choose Bright Pattern
Bright Pattern CEO Michael McCloskey discusses: 1) Where AI is having the most impact in the contact center 2) AI use cases 3) Practical tips for implementing AI

Bright Pattern Contact Center Competitors

Bright Pattern Contact Center Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesUnited States, Canada, Central America, Caribbean, Belgium, Netherlands, Ireland, UK, Spain, Italy, Estonia, China, Singapore, Japan, Germany, Norway, Russia, Mexico, Holland, Turkey, South Africa, Malaysia, Australia, New Zealand,
Supported LanguagesEnglish (US), English (NZ), Chinese, Dutch, French (Canada), French (France), German, Italian, Japanese, Portuguese (Brazil), Russian, Spanish (Mexico), Spanish (Puerto Rico), Turkish

Bright Pattern Contact Center Downloadables

Frequently Asked Questions

Five9, NICE CXone, and Genesys Cloud CX are common alternatives for Bright Pattern Contact Center.

Reviewers rate Click-to-call (CTC) and REST APIs highest, with a score of 10.

The most common users of Bright Pattern Contact Center are from Mid-sized Companies (51-1,000 employees).

Bright Pattern Contact Center Customer Size Distribution

Small Businesses (1-50 employees)25%
Mid-Size Companies (51-500 employees)35%
Enterprises (more than 500 employees)40%
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Reviews and Ratings


Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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.

Configuration Labels: Some users have mentioned that the configuration screens could be labeled better for easier adaptation by newcomers. They feel that clearer labels would enhance user experience and streamline onboarding processes, leading to more efficient utilization of the software.

Custom Reporting Difficulty: Users have expressed a desire for custom reporting to be made easier within the software. Simplifying the process of generating custom reports is seen as essential for efficient data analysis and decision-making within organizations using the system.

SMS Functionality Approach: Some reviewers have suggested a different approach to SMS functionality in the system, indicating a need for improved functionality or usability in this area. Enhancements in SMS features are sought after to meet evolving communication needs effectively.

Attribute Ratings


(1-25 of 27)
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Score 10 out of 10
Vetted Review
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.
  • Integration
  • KPI's metrics
  • Omnichannel
  • User interface
  • More native integrations
  • More channels
Bright Pattern Contact Center is well suited for companies with high regulatory compliance requirements, and less appropriate companies with limited IT resources.
Score 10 out of 10
Vetted Review
Verified User
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.
  • Great support
  • Simple license model
  • Easy to implement and configure
  • Regular product updates and enhancements
  • Stable runtime environment
  • Some of the configuration screens could be labelled better to help new comers adapt quicker
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.
Score 10 out of 10
Vetted Review
Verified User
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.
  • Automated outbound campaign
  • Robust APIs
  • Amazing implementation team
  • Custom reporting could be easier
  • Slightly different approach to SMS functionality
  • Enhanced Scenario Builder
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.
Jonathan G. Martin | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
As a Business Process Outsourcer specializing in Contact Center services, we use Bright Pattern Contact Center as the CCaaS platform for our inbound and outbound interactions via inbound/outbound voice, email, chat and SMS. We also take advantage of the Omni QM quality management solutions as well as their reporting and various API. We use their platform to serve dozens of clients in varying industries.
  • Easy implementation
  • Excellent uptime
  • Fantastic customer support team
  • More customizable and robust out of the box reporting
  • WFM component
  • Easier/cleaner Chat GPT integration for generative AI agent responses and notes
Great product for a BPO contact center. It has an easy and quick implementation time frame, very stable and reliable infrastructure and a knowledgeable and helpful support staff.
Score 10 out of 10
Vetted Review
Verified User
We were looking for an omnichannel solution, and Bright Pattern was delivered! We had a handful of problems that they helped us address. First, we pushed email contacts to our agents, but we still wanted agents and management to have the ability to view emails in the queue and pull them when needed. Second, we were looking for greater automation capabilities and really for our team to be able to control more of the product and make changes on the fly. We've been able to automate a significant number of our contacts with Bright Pattern, and more importantly, we were able to build those automations ourselves!
  • Voice & chat scenarios - tons of great capabilities to deflect customers.
  • Ability for us to manage and build our own platform.
  • Amazing support from onboarding team.
  • Email capabilities - we'd like to see the same level of capabilities that chat and voice scenarios have.
  • We'd like email and chat transcripts to be part of the historical reporting API.
Bright Pattern has been fantastic in allowing us to automate voice and chat contacts, and we're currently building out scenarios that will allow us to automate even more. It's super simple to collect data from customers, and using some API calls provides the answers they're looking for without a human needing to get involved. There is less functionality currently for emails. Emails can be routed to queues based on keywords, and auto-replies can be sent, but it's pretty basic functionality. We'd love to see some of the enhanced capabilities offered in voice and chat scenarios for email.
March 04, 2024

Great Experience

Score 10 out of 10
Vetted Review
Verified User
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.
  • Fix problems fast
  • Responds quickly
  • Takes time to explain things clearly
  • Over the past 5 to 6 months I have not had any issues with the contact center, and the staff are very pleasant.
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.
Brandon Allen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
  • Dependable Telephony Services
  • Easy to use SMS
  • Excellent reporting for KPI's
  • 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.
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.
Score 10 out of 10
Vetted Review
Bright Pattern Contact Center is a very good platform for internal communication and to receive inbound calls from customers.
  • Always reliable
  • Easy to use with minimal training.
  • Convenient internal chat
I give Bright Pattern Contact Center a ten out of ten because it is the perfect tool for new and small businesses.
Score 10 out of 10
Vetted Review
Verified User
The use case for Bright Pattern was simple we needed a solution where we can control all of our customers contact us journey to be able chat, call and email. we wanted to be able to have a cloud solution where our staff can work from anywhere in the world and we wanted a solution that was not limited to its own tools but can integrate with many others.
  • User Friendly platform for front and back end users
  • quick and easy integrations
  • great customer service
  • Mass changes to skills would be a good move
  • make the move to add video calling
I think to the midsize contact centre BP is the perfect fit due to the size of the company they currently cannot compete with Genesis or NICE simply due to their size. however they have the ability to service them system wise its just if there were big issues could they support a 5000 seat org - I am not sure
Score 10 out of 10
Vetted Review
Verified User
We use Bright Pattern as our default contact center platform for all contact channels and clients
  • servicing in the cloud
  • Integration with Zendesk
  • Omnichannel contact routing
  • customizations
  • call routing
  • offer solutions at a great price
  • CX analytics
  • Chat GPT integration
Bright Pattern is generally a best in class contact center platform suited for any call center size
Score 10 out of 10
Vetted Review
Verified User
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.
  • Ease of use
  • Great customer service
AS a medium sized enterprise it is well suited for all our needs
Patricio Pinto | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I use Bright Pattern Contact Center for my contact center, it's an amazing experience starting for the implementation, in 4 days i have 100 positions 100% up and completely integrated with my own web crm. In the last years we love the help page and the apis for customization for AI, digital contacts, reporting and all that our imagination can be building for help to transform my customer experience and agents. The best omnichannel product!!!
  • Reporting customization whit apis
  • Power predictive dialer algoritm
  • Easy for management and agent controls for supervisors
  • Manage service operations by apis or integrated with my crm
Daniel Tollenaere | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Bright Pattern was implemented in the 167 stores to replace the telephony system. The great data behind the system allowed for a significant reduction in call volume and then labour costs. With over 90% of calls being answered within 1 minute we believed this was a very significant success story.
  • Accurate Implementation
  • Cost effective solution
  • Brilliant Team
  • Continue to innovate
Bright Pattern Contact Center is suited for any retail environment or B2C environment where the team connect with customers via phone, text, or through chat. The platform is also incredibly versed for Call Centres, and B2B sales teams.
Hugo Martinez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
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.
  • 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
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
Score 10 out of 10
Vetted Review
Verified User
My company is one of the largest BPO's in the world. Our clients range from large and small and include some of the world's leading financial intuitions, Social Media giants and one of the world's largest streaming services. Some of the major issues we face with legacy or other cloud systems are non-customizable hard to use platforms that require extensive training, or they are easy to use but to basic and even though they are sold as large corporate solutions cannot handle large clients with complex IVR's. With more and more clients using complex CRM tools that offer an abundance of data, CTI Intergrations are becoming key requirements in our business. When it comes to finding the right solutions for our clients our platform of choice is Bright Pattern Contact Center. This platforms scalability and customizations is what drew our attention. The seamlessness of their CRM integration and its user-friendly agent desktop still offers numerous options on how to collect and display customer data ensuring that agents have all the data they need to quickly solve all of our customers problems and easily meet SLA's and KPI goals. Above all else this platform offers stability. in over 4 years of service, we have a 99.9% uptime. For these reasons, we will continue to use and offer Bright pattern Contact Center solution to our most important clients. Thank you for all that you have done with ensuring we stay on top of industry.
  • CRM Intergrations and management
  • Professional services and emergency support
  • Omni Channel Solution
  • User Friendly Agent Desktop
  • IVR Training
Bright Pattern is well suited for large and small clients and works best with straight forward IVR flows but the overall price and ease of scalability is what attracts many people.
Score 10 out of 10
Vetted Review
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.
  • 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
  • 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
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.
Stuart Marsh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
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.
  • 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
  • The new Services Dashboard offers some really good resource management insights. Would like to see that extended.
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.
Carlton Perkins | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
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.
  • 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
  • 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
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.
Score 9 out of 10
Vetted Review
Verified User
We use Bright Pattern Contact Center to support our agents who primarily take inbound calls, but also work occasional outbound call campaigns. Bright Pattern Contact Center offers us the flexibility to route the calls in ways that best suit our agents' skills and our organization's goals. The reporting features are helpful to our workforce management team and the simple UI and configurable alerts allow our agents and supervisors to respond quickly to customers' needs.
  • Stability
  • Integrations
  • Customer Service
  • Custom Reporting
Overall my experience with Bright Pattern has been positive, and it's definitely an improvement over other systems we have tried in the past. Implementation went smoothly, and the support we received from Bright Pattern's team has been great. I wish there were a simpler way to customize reports without having to use Jaspersoft, but the stock reports are pretty useful as-is.
Score 10 out of 10
Vetted Review
Verified User
My company uses Bright Pattern Contact Center to provide phone and chat support to 3,000-5,000 employees a day, 26,00+ a week. As the person in charge of creating and maintaining these phone and chat trees, I have worked closely with the Bright Pattern Contact Center. The contact center representatives are knowledgeable and helpful. They are quick to assist with my questions and have helped me to implement many new features into our support lines. We have been able to automate processes to cut down on the workload for our own support agents. If I have a request that is not currently available, the representatives have been able to help me find alternate solutions.
  • Replies quickly to emails
  • Agents are always pleasant to speak with.
  • Provide alternate solutions if a requested feature is not yet available.
  • Better integration with ticketing systems
Bright Pattern Contact Center allows our agents to see their chats and calls all in one place. Bright Pattern Contact Center also allows us to connect our tickets with the interactions to help our agents stay organized as they assist multiple users at once. With the reporting and quality management features, we are able to target where our support can be improved.
Jessica Osborn | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We utilize Bright Pattern for a number of reasons. The first that come to mind are for the multi (Omni) channel communication, automation, and call deflection and for volume reporting purposes. We have multiple call centers, multiple phone numbers, different employee types being able to route the interactions based on one or many of those factors are necessary for our business.
  • A single pane of glass - you can get everything you need from one view.
  • Managers have control over who is interacting with which customers
  • Development of the product can be learned and does not take special schooling for coding of the product.
  • The items on their roadmap for the next year will address any of the needs we have at this time.
We use the product for both inbound and outbound calling. Bright Pattern has good reporting to tell what type of call it is and the metrics of the call. We did find that when we were trying to set up a mass dial request that it did not work well at the time we were looking to use it. We wanted to be able to send specific messages to 1000's of people multiple times.
Jennifer Hainsworth | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We were excited to switch our contact center to use Bright Pattern Contact Center omni-channel solution to support our agents. We love the functionality we're able to customize for voice and chat IVRs and the automation were able to complete. Between the automation and the true omnichannel experience we've been able to significantly reduce our contacts!
  • Automation
  • Customization
  • Email routing
Contact centers with a high volume of voice and chat contacts could definitely benefit from the functionality provided when building out scenarios. This functionality does not yet exist for email, so email routing and the ability for automation is fairly limited without 3rd party applications.
Jose Luis Muñoz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
During the last year, Contact Center became a powerful platform to support the growing needs of information from customers. We started with a small department and then expanded the experience to more critical areas of our company. Now we have recurrent customers that use the platform in their day-to-day activities. Also, Bright Pattern has a professional team for successful implementation of Contact Center in a record time, then the ROI is really above the average.
  • Understanding of problem
  • Implementation methodology
  • Delivery and upgrading the solution
  • Post-Sales
  • Easy to work with them
  • Functionality is really robust.
  • Is easy and intuitive to interact
For any type of industry, Bright Pattern Contact Center could be a feasible solution. Very intuitive and easy to operate and manage.
Sally Hurley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Let me start with, we used to be on a premise-based solution that we managed. We faced outages and painful integrations and upgrades. When we switched to Bright Pattern Contact Center, we found the platform to be a stable reliable hosted solution and never faced a single outage in 7 years. The Bright Pattern Contact Center team has been supportive, innovative, and collaborative. We could not ask for a better partner. Now we can focus on what we do best- which as a BPO- is providing an elevated customer experience for our clients.
  • Usability
  • Stability
  • Innovation
  • Integrations
  • Networking across partners
BrightPattern is good for businesses looking to run an internal customer care operation.
Jay Lutchman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
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.
  • Easy to use
  • Enterprise-grade features
  • Constantly being developed with new functionality
  • Out-of-the-box integrations to WFM platforms
  • More integrations to CRM platforms
  • Recording features could be upgraded
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.
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