Bright Pattern
Bright Pattern
39 reviews
WH Score
8.3

Bright Pattern Overview

What is Bright Pattern?

Customers benefit when contact center services are convenient, need-focused, and offered through a range of access points. Bright Pattern’s ServicePattern contact center solution maximizes customer service with a blended interaction distribution that enables agents and customer contact through voice, web chat, e-mail, mobile app, and even video where suited to the needs of business. Agent desktops are equipped with a web application providing a multitude of tools to allow fine-tuned control of customer transactions with support for 4 major browsers. With an adaptable UI and access-based features, ServicePattern delivers a service that will drive business forward into the digital age.

Robust Management Tools

Supervisors are well-supported and empowered with a full suite of embedded applications in the ServicePattern platform for tracking agent performance, analyzing call data, and predicting future levels of business all activated within a few clicks. Agent statistics are updated and collated real-time within minutes, enabling quick feedback and rapid improvement. Customized alerts can raise awareness of trending issues and anomalies while screen and call monitoring are implemented seamlessly to allow improved quality management.

Support for Omnichannel & IVR

Controls for IVR and other options are supported by a visual web UI that enables drag-and-drop activation of scenario blocks for a workflow customized to unique business needs.

Outbound Call Automation

ServicePattern increases agent productivity in outbound dialing by supporting a predictive dialer with top-of-the-line algorithms to optimize sales leads and maximize agent time. The campaign operator dashboard contains multiple features to ensure right party contact scenarios in geographically relevant locations, with filtering for Do-not-call lists and other state-based regulations (Safe calling hours, curfews, TCPA, etc).

Security and Compliance

ServicePattern comes pre-loaded with all necessary standards and oversights required to comply with important regulations such as HIPAA, PCI, and TCPA. Data is encrypted and role-based to protect client information.


Company:Bright Pattern, Inc.
Categories:Contact Center
Platforms:

Bright Pattern Recent Reviews


S
Sophia
Reviewed on 21 October 2023

Frustrating Software with Room for Improvement

From confusing email thread order to limitations on signatures, daily logouts, and difficulty in searching for past emails, it presents several challenges for users.

Pros
  • It manages to fulfill the basic functions we require.
Cons
  • Searching for previously sent emails is not straightforward
  • There's no option to set different signatures, limiting customization
  • Creates difficulties when handling phone calls, as there's no easy way to retrieve the caller's number after being logged out

N
Nancy
Reviewed on 5 September 2023

A Valuable Partner

Bright Pattern has been instrumental in helping us tailor the product to meet our requirements. It excels in user adoption, issue reduction, and responsive customer support. While the Salesforce integration could benefit from improvement, it does not overshadow our overall positive experience with Bright Pattern.

Pros
  • Easy adoption by our users
  • Their responsiveness has contributed significantly to our overall positive experience.
Cons
  • A specific area where improvement is needed: a cleaner integration with Salesforce.

Bright Pattern Pricing


Call Center Standard
Contact Us
Bright Pattern Pricing Details

Bright Pattern Key Features


Phone System Features
  • Inbound Calling
  • Outbound Calling
Call Management & Administration
  • Automatic Call Distribution (ACD)
  • IVR
  • Predictive Dialing
Campaign Types
  • SMS Campaigns
  • MMS Campaigns
Bright Pattern Features Details

Bright Pattern Media


Videos

Bright Pattern Wheelhouse Score

8.3
What is this?

The Average Wheelhouse score for the Contact Center category is 7.7

Bright Pattern Scores

  • Ease of Use
    8.4
  • Meets Requirements
    8
  • Learning Curve
    7.5
  • Setup & Support
    6.9
  • Quality of Support
    7.8
  • Ease of Admin
    7.9

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