Bright Pattern Reviews & Pricing

by Bright Pattern | Founded 2010, South San Francisco, CA

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Overview Pricing Benefits Reviews Features

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What is Bright Pattern?

Industry Specialties: Serves all industries

Bright Pattern is a cloud-based call center software designed to enhance customer interactions. It's ideal for businesses seeking a comprehensive solution to manage inbound and outbound calls, emails, chats, and social media inquiries. Bright Pattern offers a range of benefits, including improved agent productivity, increased customer satisfaction, and reduced operational costs.

Key features include omnichannel routing, real-time analytics, customizable dashboards, and advanced reporting capabilities. It integrates with various CRM and business systems, allowing for seamless data sharing and streamlined workflows. Compared to similar products, Bright Pattern stands out with its user-friendly interface, robust functionality, and scalability to meet growing business needs.

Pricing is based on a per-agent, per-month subscription model, with flexible options to accommodate different business sizes and requirements. Bright Pattern's comprehensive offering and competitive pricing make it a valuable investment for businesses seeking to elevate their call center operations.

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User Sentiment

Based on 251 reviews:

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Bright Pattern Pricing

Based on our most recent analysis, Bright Pattern pricing starts at $70 (Per User, Monthly).

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Starting From: $70
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

Bright Pattern is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Bright Pattern:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Bright Pattern Benefits and Insights

Why use Bright Pattern?

Key differentiators & advantages of Bright Pattern

Streamline Interactions: Automatically route interactions to the most appropriate agents based on skills and customer preferences.
Enhance Customer Retention: Consolidate numerous support-related communication channels, including email, chat, phone and social media platforms, to ensure faster resolution to customer queries. Use same-region routing for customer calls to offer more personalized service.
Work From Anywhere: Allow agents to work from anywhere while centralizing collaboration through a singular interface.
Ensure Quality: Make sure that all interactions are consistent through built-in, omnichannel, AI-supported quality assurance functionalities. Track customizable, real-time quality metrics and KPIs such as average handling time (AHT), net promoter score (NPS), customer satisfaction score (CSAT) and first call resolution (FCR).

Industry Expertise

Caters to businesses of all sizes offering customer support.

Bright Pattern Reviews

Average customer reviews & user sentiment summary for Bright Pattern:

251 reviews

92%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Bright Pattern reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Omnichannel Capabilities: Bright Pattern seamlessly integrates various communication channels, including voice, email, chat, and social media, into a unified platform. This allows agents to manage all customer interactions from a single interface, enhancing efficiency and providing a consistent experience across channels.
Cloud-Based Flexibility: As a cloud-based solution, Bright Pattern eliminates the need for on-premises hardware and infrastructure, reducing IT costs and complexity. Its scalability allows businesses to easily adjust their contact center size based on demand, making it suitable for organizations of all sizes.
User-Friendly Interface: Bright Pattern's intuitive interface is designed for ease of use, enabling agents to quickly learn and navigate the system. This reduces training time and empowers agents to focus on delivering excellent customer service.
Advanced Routing and Automation: The platform offers intelligent routing capabilities that direct calls to the most qualified agent based on skills, availability, and other criteria. Automation features, such as chatbots and interactive voice response (IVR), can handle routine inquiries, freeing up agents to handle more complex issues.
Real-Time Analytics and Reporting: Bright Pattern provides comprehensive analytics and reporting tools that offer insights into contact center performance. Supervisors can monitor key metrics, identify areas for improvement, and make data-driven decisions to optimize operations.

Cons

Reporting Limitations: The platform's reporting capabilities have limitations, particularly regarding real-time data and customizability. Users often find it challenging to extract specific data points or create tailored reports to meet their unique needs.
User Interface Complexity: The user interface, while feature-rich, can feel overwhelming and cumbersome for new users due to its complexity. Navigating through various menus and options may require a steeper learning curve than anticipated.
Integrations: Integrating Bright Pattern with other business tools and CRM systems can pose challenges and may require additional development effort or custom connectors.

Researcher's Summary:

Bright Pattern has garnered positive feedback for its user-friendly interface and robust omnichannel capabilities, making it a strong contender in the contact center software market. Users appreciate the platform's intuitive design, which simplifies agent onboarding and daily operations. The ability to manage interactions across various channels, including voice, email, chat, and social media, within a unified interface streamlines workflows and enhances agent efficiency. Reviewers frequently highlight the platform's flexibility and customization options, allowing businesses to tailor the software to their specific needs and workflows. This adaptability is particularly beneficial for organizations with unique requirements or complex customer journeys.

While Bright Pattern receives praise for its ease of use and comprehensive features, some users note that its reporting and analytics capabilities could be more robust. Compared to competitors like Genesys and Five9, Bright Pattern's reporting tools may lack the depth and granularity required for in-depth performance analysis and data-driven decision-making. Additionally, while the platform offers a wide range of integrations, some users mention that the process of setting up and configuring these integrations can be complex and may require technical expertise. Despite these drawbacks, Bright Pattern's strengths in user experience and omnichannel functionality make it a compelling option for businesses seeking a reliable and adaptable contact center solution. The platform is particularly well-suited for mid-sized organizations and enterprises with diverse communication channels and a focus on delivering exceptional customer experiences.

Key Features

Inbound Voice Calls and SMS: Control calls from the desktop regardless of call delivery options. Call transcription, conversation continuity for dropped calls, in-call and standalone SMS messaging, pre-recorded message playback and a virtual queue with a callback option optimize customer experiences and team workflows.
Outbound Voice: Access all dialing modes, including predictive, manual, progressive and preview, to tailor the dialer for desired agent engagement and any list quality. Maximize answer probability with safe calling windows integrated with postal codes.
Answering Machine Detection: Detect when an agent or answering machine accepts calls. Know when to connect live callers or leave messages while maintaining a high predictive connection rate.
List Sorting and Filtering: Organize data to increase output, move records within campaigns, prioritize high quality leads and work with multiple call center operations.
Predictive Dialer: Dial a list of numbers and automatically connect with live calls to improve call efficiency.
IVR: Personalized IVR menus, scripts and other options ensure exceptional customer experiences. Route callers to suitable agents and IVR scripts that align with core brand messaging.
CTI Integration: Expedite agent responses by centralizing customer information. Employ a hassle-free CTI integration with existing CRMs, like Oracle Cloud Service, Zendesk, Freshdesk and Salesforce.
Workflow Automation: Send notifications for support ticket updates to customers and agents. Automate repetitive maintenance activities and actions on tickets.
AI and Bots: Supplement customer experiences through automation with human touch sentiment analysis, tracking and routing, intelligent assistance and quality management.
Reporting and Analytics: View real-time stats and metrics about assigned service campaigns, queues, agents and teams with associated alerts, statistics and actions. Work with data from Amazon Quicksight, Tableau, Zoho Reports, Zoomdata, Google Data Studio and more.
Case Management: Connect with customers across all channels. Access communication history with detailed information, including transcripts and notes from agents.

Limitations

At the time of this review, these are the limitations according to user feedback:

Inconsistent support ticket responses.
Expensive.

Suite Support

Connect with experts through various social media platforms, including Facebook, Instagram, Linkedin, Twitter and YouTube. To learn more about the call center solutions, fill out a contact us form on the website

Email: [email protected].

Phone: +1 (855) 545-5200 (toll-free) or +1 (650) 238-9361.

Training: Community platform available for users.

Tickets: Not available.