Bright Pattern Contact Center Review - why 4.8 stars?

Bright Pattern Contact Center Review
ITQlick Score: 75/100
ITQlick Rating: (4.8/5)
Pricing: 9.2/10 - high cost
Category: VoIP -> Bright
Ranking:Ranked 80 out of 164 VoIP systems
Company: Bright Pattern, Inc.
Pricing: starts at $70 per user/month
Typical customers: Small, medium and large size businesses
Platforms: Desktop, Mobile, Cloud
Links: Bright Pattern Contact Center pricing, Bright Pattern Contact Center alternatives

Shlomi LaviShlomi Lavi / updated: Mar 24, 2022

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What is Bright and its features?

Bright Pattern is the most effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.


What is Bright Pattern Contact Center rating?

The rating of Bright Pattern Contact Center is 4.8 stars out of 5 and the total score is 75 out of 100. The rating score is based on our unbiased data-based algo. Learn more - rating methodology page.

Who uses Bright Pattern Contact Center?

Bright Pattern is great for mid-size and large enterprises that are looking for a contact center solution. The cloud contact center is capable of supporting 5000 or more contact center agents from only 5 which means you can start with any number of agents. thinkingVoice and Zoyto are some of the clients of Bright Pattern.

Is it easy to use?

Yes, Bright Pattern Contact Center makes it fairly easy to use. This product is user friendly and intuitive.

Is Bright Pattern Contact Center cloud-based?

Yes, they offer cloud based hosting, which means IT resources are retrieved through web-based tools and applications and you don't need to buy servers and additional hardware equipment.

Can it be used on mobile?

Yes, you can access Bright Pattern Contact Center on your mobile/smart phone.

Is Bright Pattern Contact Center the best VoIP system?

Bright Pattern Contact Center is ranked 80 out of 164 software in their category (VoIP systems).

What are their main features and functionalities?

Bright Pattern offers native multichannel support which means users get built-in support for e-mail, social media, live web chat and other channels. Users don’t need a third-party solution for customer engagement channels and it’s also possible to offer them customer experience surveys after every engagement. The inbound part of this software can effectively route incoming and outgoing interactions to the right person. Users can prioritize agents for certain call types or to route calls to appropriate queues using the advanced skills-based routing capabilities of this software. Outbound call center agents are also supported on the same platform to offer flexibility.

The interactive voice response feature of Bright Pattern offers effective self-service and is capable of identifying callers to collect necessary data for precise prioritization, routing and segmentation. There are also supervisory tools to ensure caller satisfaction and maximum efficiency. Calls can be monitored in three ways, real-time, offline and by checking after-call surveys. The software supports integration with third party apps and offers out-of-the-box integration with Salesforce.com. The outbound part offers predictive dialer, better command control with real-time displays and full flexibility in locating and sourcing agents.

What are Bright Pattern Contact Center's pros? (5 Pros)

  • Bright Pattern comes with native multichannel support for live web chat, social media, e-mail and other channels unlike other similar tools
  • Bright Pattern offers blended contact centers which means inbound or outbound agents can work on the same platform
  • The cloud contact center solution of Bright Pattern is highly scalable and supports more than 5,000 agents in a single cluster
  • The cloud contact center offers Salesforce.com integration out of the box and also supports Open API
  • The customer support of this tool offers online support, phone support, FAQs and knowledge base

What are Bright Pattern Contact Center's cons? (5 cons)

  • Bright Pattern doesn’t offer CTI and screen pop, separate mobile customer care features
  • Bright Pattern doesn’t offer campaign and list management feature like other similar tools
  • The customer support of ServicePattern doesn’t offer 24/7 hour live phone support
  • The tool doesn’t offer broader support for Mac and Windows operating systems like its competitors
  • Favorable pricing plans are only available for customers who commit to an annual contract

Who are their main alternatives?

The main competitors for Bright Pattern are SafeSoft Cloud Contact Center and Five9 Virtual Call Center.

SafeSoft Cloud Contact Center supports incoming, outgoing and blended contact center requirements. It is a cloud based solution with an integrated CRM module to manage and track customers, as well as provides agents with suggestions for cross-selling and up-selling opportunities based on buying pattern analysis. The product also supports lead generation & customer service scorecards to evaluate agent performance. Additionally there are analytic tools and call management features to improve the customer contact experience and identify areas for process improvement.

Bright Pattern on the other hand while cloud based can handle multi-channel customer interactions which include voice, web, chat & email and provides an option for video-based conversations as well. There is an intelligent router to ensure customers are connected with the agents who have the right skills to address their requirements, and there are supervisor monitoring tools for contact management and intervention if required.

Then there is Five9 Virtual Call Center which although has a similar solution, also includes APIs for integration to other customer applications. Other features includes workforce management for optimal resource deployment based on customer contact frequencies, as well as business intelligence tools to monitor agent performance & KPIs for both sales & customer service. The product can also manage customer interactions via social media networks as well.

While Bright Pattern supports most of these features, it also provides mobility solutions for agents and supervisors. Additionally all agents are monitored for customer interaction & quality metrics and identified for additionally training or coaching if required.

What is the cost of Bright Pattern Contact Center?

The cost of license starts at $70 per user/month. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? You need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 9.2 out of 10 (10 is most expensive). You can find here the REAL total cost breakdown for Bright Pattern Contact Center. You can also find here pricing information from Bright Pattern Contact Center's website.

What should you ask Bright Pattern, Inc. during a demo session? (65 questions)

Schedule a demo with Bright Pattern Contact Center and access 65 must ask questions for the vendor while watching Bright Pattern Contact Center in action. Visit the vendor's website here.

List of categories

Auto Attendant
Auto Dialer / Predictive Dialer
Automatic Call Distribution (ACD)
Call Monitoring
Call Recording
Computer Telephony Integration (CTI)
SIP Trunking
Softphone
CRM
Call Center
Call Center Workforce Management
Complaint Management

List of features

Auto-Responders
Automatic Lead Entry
Automatically Detect
Contact History
Customer Pipeline
Historical Analysis
Hosted Solution
Prospecting Tools
Remove Unsubscribed Contacts
Shared Contacts

Bright Pattern Contact Center Vs. Alternatives

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Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.