Bright Pattern
by Bright Pattern | Founded 2010, South San Francisco, CA
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What is Bright Pattern?
Industry Specialties: Serves all industries
Bright Pattern is a cloud-based omnichannel solution that offers a wide range of features to improve customer experiences. It allows effortless switching between multiple channels, like text, email, social media, video and web chat, with minimal downtime. Its major offerings include interactive voice response, bots and AI support, a predictive dialer and CRM.
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COMPANY SIZE
DEPLOYMENT
PLATFORM
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Bright Pattern Pricing
Based on our most recent analysis, Bright Pattern pricing and cost details are described here:
- Price
- $$$$$
- Starting From
- $70
- Pricing Model
- Monthly
- Free Trial
- 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:
- Phone
- Chat
- FAQ
- Forum
- Knowledge Base
- 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
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
mail_outlineEmail: support@brightpattern.com.
phonePhone: +1 (855) 545-5200 (toll-free) or +1 (650) 238-9361.
schoolTraining: Community platform available for users.
local_offerTickets: Not available.
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