Bright Pattern

Truly omnichannel platform with powerful outbound engine

Aspetti positivi:

BrightPattern has very innovative solution which provides truly omnichannel platform. Among inbound, email, chat, video, SMS it has powerful outbound engine. With 4 dialler modes companies could be more productive than on any other platform. Specially designed supervisor desktop gives full campaign control: from lists to operators. Highly recommend to all companies looking for fast, solid and professional outbound platform.

Aspetti negativi:

nothing special that could not be improved, slightly outdated interface – but it should be updated in new version))

Review of Bright Pattern from my perspective

Commenti: I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. It helps to see if I am getting my bonus prodcutivity stats too. I would refer it to other vendors even though I only used it for less than 6 months.

Aspetti positivi:

It is easy to use especially when the emails get pushed out to me. I use a jabra mic and I the calls can go right through me at office or at home with soft phone. I like the chat option too. To out case notes is very helpful too. It is user friendly when it works good.

Aspetti negativi:

I do not hear a beep when an email comes in so I have to keep watching my screen on the laptop when a request comes in to my que. Also If I do not repsond in a minute or less I get a red in my phone # calls. Lately the chat option was not sending an alert either. There are some issue for me the pros of it are so maych better then incontact was.

Bright Pattern Review

Aspetti positivi:

I can honestly say I do not really like anything about the software. It functions ok for what we need it to do, but it has more problems than anything.

Aspetti negativi:

There is a lot that can be improved about this software. The order an email thread shows is confusing. There is no option to set different signatures as we can in outlook. It automatically kicks me out daily. If I am on a phone call when it kicks me out I cannot get the phone number back to call the person back so they just assume they were hung up on. There is no way to easily search for a previously sent email. It would be nice if I could go to a place where the previous emails I worked on would be listed in case I needed to add to it or needed some kind of information from it. It is just a very frustrating platform to use.

Great Product and Great Partner

Commenti: Bright Pattern has been a great partner in helping us use the product to meet our needs.

Aspetti positivi:

This software has been really easy for our users to adopt, and easy for our team to manage. We have seen a significant reduction in issues submitted from the field and when we do have issues the Bright Pattern team is fantastic in helping us get to a resolution quickly

Aspetti negativi:

I wish they had a cleaner integration with Salesforce

Bright Pattern is an innovative and easy to use omnichannel contact center software

Commenti: Overall I am very pleased with the platform and software. Currently migrating away from using multiple platforms to manage our contact center channels. Primarily with email and chat. This is giving us one place for agents to turn to support their customers. No more logging into multiple systems and having multiple screens up for agents to manage. The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day. We are benefiting from running Bright Pattern as a hosted solution and no longer managing the amount of infrastructure we had to in the past. My best advice is to read the resource documentation and find a training course that will launch you into rapid development and deployment. Bright Pattern can implement your platform very quickly but then you will need to start building. A training event is the quickest way to get started. I have personally been able to build a light weight call center in a day, a medium size call center in a week, and a large call center with integrations and IVR in a few weeks.

Aspetti positivi:

I have been using this software for several years now and each release continues to add value to the platform. I have implemented Bright Pattern for multiple contact centers including those using contracted BPO call centers. The platform is easy to use and simple to train others to use. This includes the call flow (scenario) development interface. It is all web based so no special tools or software is required to start a build. I have call center managers at multiple sites that are capable of managing their own development without the assistance of their IT departments. The omnichannel options are great. Inbound voice, web chat, sms chat, and email are easy to use and implement quickly. Outbound voice and marketing campaigns are a little more invasive in their setup but still easy to configure. I think the Inbound web chat is one of my favorite channels. One code snippit embedded in our website and the call center manager can customize and edit the look and feel from within the platform without the need of IT support or a web developer. Wallboards are another great feature addition to the platform. This has given my users the ability to build custom dashboards that can be presented to not only management/supervisors but to all the agents as well. The platform is a stable, the development is easy, and my teams love using it.

Aspetti negativi:

I don't have too many dislikes about Bright Pattern as a contact center solution. I do have some enhancements that I think could be added to further improve the functionality. I would like to see some sort of scenario flow for inbound email to customize and build a screen pop. I feel like this functionality in inbound chat and voice flows is powerful and I would like that same capability with handling emails. I would also like to see the built in knowledge base tool expanded to support both email and chat and allow for auto file attachments to emails and chat responses. This would improve an agents handling time for each customer interaction.

We hit a homerun by switching to BrightPattern

Aspetti positivi:

The fact that out of the box it cover such a wide range of needs and very simply can have customizations built/created to further enhance what the software delivers. The sales and build team are SO EASY to work with and with minimal back and forth, they created exactly what we we wanted and expected plus trained us and a staff of 100 without any issue

Aspetti negativi:

There is nothin to like least - everything was a positive experience from start to finish and we are certainly not an easy client (lots of needs and demands around HIPAA and PCI compliancy.

The most seamless omnichannel cloud contact center

Commenti: We wanted a modular omnichannel solution to engage our customers across most of the digital channels plus voice and be able to track the interactions across all channels.

Aspetti positivi:

After evaluating all the known solutions from the big boys - we found the Bright Pattern solution to be the most innovative and disruptive solution. Pretty much everything and all feature we wanted is out-of-the-box. And where we needed to integrate the IVR and the other workflows with our CRM, the open API's and pre-built integrations made the task super easy and seamless. The web based admin portal with drag and drop functionality is unparalleled and really makes it easier to configure manage the contact center within minutes and removing the complexity that you see in traditional platforms. Overall - a full featured contact center platform, capable of competing with the industry leaders, yet far more simpler and easier to use. Implementation and migration was a breeze - far less effort than what we had expected.

Aspetti negativi:

Perhaps improve on the UC aspects of the platform.

User friendly, Intuitive, Easy to deploy SaaS

Commenti: Brightpattern team has come up with great ideas over the years to make this a great Cloud product. It is easily deployable and reliable in a cloud environment. The service pattern interface is very intuitive and user friendly which allows for fast configuration and navigation. You can literally setup a call center, with true Omni channel capabilities in matter of minutes and be in business.

Aspetti positivi:

Omni channel routing, easy to use interface, performs well, innovative feature set.

An excellent VOIP solution for SMBs

Commenti: As the founder of a B2B Sales startup, it was important to acquire the VOIP technology we needed for our team to be successful. Bright Pattern offered us the enterprise-grade multichannel solution we needed at a price that made scaling affordable. Bright Pattern's team treated us as valued partners every step of the way. Support was excellent after implementation - I would rate their support as best in class.

Aspetti positivi:

Support, Multichannel, Cloud Based, Price

High value CC apps

Aspetti positivi:

Service pattern provide a easy setup and full-featured CC by cloud. No need special code and easy integration with CRM using Scenario builder!

Aspetti negativi:

Service pattern covered basic feature for not only voice but also digital channel. so I request modern user interface :-)

We've tried many other cloud-based contact center solutions. Only Bright Pattern could scale with us

Commenti: As a company that serves tens of thousands to hundreds of thousands of senior citizens, our customers want to talk to us via phone. Our customers do not use email, social media, nor other digital communications channels. Our technology team evaluated and even ran live with several other cloud-based contact center solutions and nothing was able to scale and maintain voice quality except for Bright Pattern. Most of the other cloud-based contact center solutions were able to handle our volume when we only had a few agents. But once we started to grow our volume and hiring of agents exponentially, only Bright Pattern proved robust enough to scale.

Aspetti positivi:

The robustness of the underlying technology to withstand exponential growth.

Aspetti negativi:

The User Interface could use a design upgrade.

Amazing Product & Easy Use

Commenti: I have satisfied clients with this service since we have been able to improve their processes and unify their service channels.

Aspetti positivi:

It is a powerful product, easy to use and allows you to implement all kinds of campaigns and integrations in record time.

Aspetti negativi:

They can improve the functionality Click to Call to Click to Video

Robust Platform

Commenti: Bright Pattern multi-channel platform was an ideal solution to all of the needs of the contact center. We were able to apply chat solutions to improve resolution times and meet client SLA agreements by distributing the workload according to quick troubleshooting and channel distribution, allowing for email, phone follow-ups and first time resolution through the integrated chat sessions, Bright Pattern's multi-channel solution was all we needed to improve our solutions and provide expedited customer service and technical support. The integration and admin setup went smoothly and the implementation team was supportive along the way. All around good service with a competitive pricing plan.

Aspetti positivi:

Smooth integration and setup with multi-channel options and easy to use system administration.

Aspetti negativi:

No cons

Excellent Contact Center Infrastructure / Fantastic Technology Partner

Commenti: BrightPattern continues to be a reliable and innovative technology partner for ITyX Solutions. BP's decades of experience in the field of contact center infrastructure have helped us tremendously. The technology itself is reliable, scalable and offers unparalleled functionality and transparency. The system is sophisticated, yet simple to use. As partners, BrightPattern has always been proactive and extremely helpful with prospects and accounts. Overall: Highly recommended!

Aspetti positivi:

Reliability, scalability, multi-tenancy, APIs, mobile SDK

Excellent software, service and support...!!

Commenti: Bright Pattern is the most effective cloud contact center software compared to those we have used for several years. It offers one of the best multichannel services. We currently utilize all channels and our customers are extremely satisfied. Bright Patterns solution has definitely offered non-disruptive maintenance and is very easy to scale from 5-1000+ concurrent agents. They have a great support team who has always responded immediately to our questions/concerns. Highly recommended!

Works out of the box, great customer service

Commenti: Easy to implement and use, simple to track calls and pull data.

Aspetti positivi:

It's easy to set up and use, it also doesn't take much time for integration. Their support team is always quick to answer any question, and are very knowledgeable.

Aspetti negativi:

I have no complaints really, except maybe I feel like I could be utilizing it more than I am now? I'm sure they have a lot of cool features, I just don't know about them. Also, not related to the product, each time I send in a support request I feel like I get 2-3 automated emails before someone actually responds, then I receive automated emails for each interaction. It crowds my inbox.

Bright Pattern, best Contact Center Software

Commenti: We tried multiple Contact Center Software before Bright Pattern, but we kept only Bright Pattern because of its capabilities, ease of use, non-disruptive maintenance and update. Bright Pattern has provided us the best service and support.

Aspetti positivi:

Ease of use, excellent service support.

Working with our Team at Bright Pattern has been amazing and the best experience ever!

Aspetti positivi:

Skill Based Routing, scenarios, creating users, lists, uploading queue messages via a wav file and the list goes on.

Aspetti negativi:

When moving agents to different teams it put their skill back at 100 for all the services versus keeping it how it was and it's been challenging for our call centers to manage this. And I wish there was a way we could move multiple access numbers to a scenario & Service at the same time versus one by one. Some of our client's have 1000+ phone numbers that all route to the same scenario & service etc...

Amazing Product

Commenti: I have worked in the call center industry for 20 years, and the Bright Pattern team bring a level of excellence and service that above the standard. We could not be more pleased with their product, and I absolutely recommend them to anyone in a call center environment.

Aspetti positivi:

You can customize almost everything, but has the standard features so you only have to customize the areas that you need. Easy to use from rep level all the way up to the super user.

Bright Pattern Review

Aspetti positivi:

The software is easy to use and navigate.

Aspetti negativi:

Sometimes the calls are dropped and at times you are unable to answer the call.

Another half-baked dialer

Commenti: I am an end user with 20 years experience on many dialers. This seems like an unfinished product. It works but lacks many common features found in other systems that have been around for several years.

Aspetti positivi:

Hot-key dispositions. Nothing else. Its simple boring interface lacks any real "likeable" features. The design team would benefit from the experiene of an end user. It doesnt seem the designers ever spent a day on a dialer.

Aspetti negativi:

Can't go to "not ready" or "break" when the que is full. Calls keep coming. No "wait" or "standby" mode while dispositioning last call before a break.

Bright Pattern Flexibility

Commenti: As an IT consultant, I recommend contact center solutions to my clients. There are a number of excellent contact center software solution providers, all with high reliability and ease of use. I highly recommend Bright Pattern because as a company I know when they make a commitment they won’t let my clients down. The Bright Pattern team I work with is very sharp and creative. It is refreshing to work with professionals.

Aspetti positivi:

Excellent multi-channel applications

Aspetti negativi:

They need to continue to build out their offering.

Friendly

Commenti: My overall experience is a very good one. There is no headache here

Aspetti positivi:

The software is very friendly and it helps me to give the homer's all the information that they are requesting

Aspetti negativi:

Sometimes my answer button does not comes up to answer an phone call

Smart softphone VoIP provider

Commenti: Cost effective product. Helps in managing some of the core call centre tasks which are otherwise difficult with other apps

Aspetti positivi:

It's predictive soaking technology turned out to be very effective for my organisation. It's versatile system and has a helpful virtual call back queue integration.

Aspetti negativi:

Call drop, technical support, API documentation are some things that need to be worked on.

Works Great

Commenti: It's beemn awesome

Aspetti positivi:

The ease of use for user and the adavance option for manager/supervisors

Aspetti negativi:

Not sure, really haven't had issues while using it, it's pretty east to use