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Bright Pattern Contact Center

Bright Pattern Contact Center


What is Bright Pattern Contact Center?

Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster than ever before, Bright Pattern offers advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be…

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Recent Reviews

Easy and Amazing Platform

10 out of 10
October 02, 2023
Bright Pattern Contact Center is a very good platform for internal communication and to receive inbound calls from customers.
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Popular Features

View all 22 features
  • Agent dashboard (20)
  • Warm transfer (21)
  • Outbound response (20)
  • Validate callers (20)

Reviewer Pros & Cons

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  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Avg 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Avg 8.4
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Product Details

What is Bright Pattern Contact Center?

Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster than ever before, Bright Pattern offers advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be used on all digital channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also provides native omnichannel quality management, allowing companies to measure every interaction on every channel. The company was founded by a team of industry veterans of contact center solutions and are now aim to deliver an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution boasts users globally in over 26 countries.

Bright Pattern Contact Center Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

Additional Features

  • Supported: ACD and Skills Based Routing
  • Supported: IVR and Speech Recognition
  • Supported: CTI
  • Supported: Packaged CRM Integrations - Salesforce, Zendesk, and Oracle/Rightnow
  • Supported: Preview, Power, and Predictive Dialer
  • Supported: Inbound Call Center
  • Supported: Multichannel/Omnichannel Contact Center
  • Supported: Recording and Quality Management
  • Supported: Reporting & Analytics
  • Supported: Live chat and messaging
  • Supported: Mobile Customer Care
  • Supported: Unified Agent Desktop
  • Supported: Knowledge Base
  • Supported: Agent scripting

Bright Pattern Contact Center Screenshots

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Bright Pattern Contact Center Videos

Bright Pattern Omnichannel Retail Demo
Bright Pattern Omnichannel Healthcare Demo
What if your contact center could...

Bright Pattern Contact Center Competitors

Bright Pattern Contact Center Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesUnited States, Canada, Central America, Caribbean, Belgium, Netherlands, Ireland, UK, Spain, Italy, Estonia, China, Singapore, Japan, Germany, Norway, Russia, Mexico, Holland, Turkey, South Africa, Malaysia, Australia, New Zealand,
Supported LanguagesEnglish (US), English (NZ), Chinese, Dutch, French (Canada), French (France), German, Italian, Japanese, Portuguese (Brazil), Russian, Spanish (Mexico), Spanish (Puerto Rico), Turkish

Frequently Asked Questions

Five9, NICE CXone, and Genesys Cloud CX are common alternatives for Bright Pattern Contact Center.

Reviewers rate Call tracking and Call analytics highest, with a score of 10.

The most common users of Bright Pattern Contact Center are from Mid-sized Companies (51-1,000 employees).

Bright Pattern Contact Center Customer Size Distribution

Small Businesses (1-50 employees)25%
Mid-Size Companies (51-500 employees)35%
Enterprises (more than 500 employees)40%
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Reviews and Ratings


Attribute Ratings


(1-21 of 21)
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Score 10 out of 10
Vetted Review
Bright Pattern Contact Center is a very good platform for internal communication and to receive inbound calls from customers.
  • Always reliable
  • Easy to use with minimal training.
  • Convenient internal chat
I give Bright Pattern Contact Center a ten out of ten because it is the perfect tool for new and small businesses.
Score 10 out of 10
Vetted Review
Verified User
The use case for Bright Pattern was simple we needed a solution where we can control all of our customers contact us journey to be able chat, call and email. we wanted to be able to have a cloud solution where our staff can work from anywhere in the world and we wanted a solution that was not limited to its own tools but can integrate with many others.
  • User Friendly platform for front and back end users
  • quick and easy integrations
  • great customer service
  • Mass changes to skills would be a good move
  • make the move to add video calling
I think to the midsize contact centre BP is the perfect fit due to the size of the company they currently cannot compete with Genesis or NICE simply due to their size. however they have the ability to service them system wise its just if there were big issues could they support a 5000 seat org - I am not sure
Score 10 out of 10
Vetted Review
Verified User
We use Bright Pattern as our default contact center platform for all contact channels and clients
  • servicing in the cloud
  • Integration with Zendesk
  • Omnichannel contact routing
  • customizations
  • call routing
  • offer solutions at a great price
  • CX analytics
  • Chat GPT integration
Bright Pattern is generally a best in class contact center platform suited for any call center size
Score 10 out of 10
Vetted Review
Verified User
Bright Pattern is a well designed, easy to use platform and has a lot features not included in other similar products. I know from speaking to my colleagues that using their customer service is both quick and helpful. This in particular is a godsend when issues arise which need a quick fix and this in itself is a huge selling point.
  • Ease of use
  • Great customer service
AS a medium sized enterprise it is well suited for all our needs
Patricio Pinto | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I use Bright Pattern Contact Center for my contact center, it's an amazing experience starting for the implementation, in 4 days i have 100 positions 100% up and completely integrated with my own web crm. In the last years we love the help page and the apis for customization for AI, digital contacts, reporting and all that our imagination can be building for help to transform my customer experience and agents. The best omnichannel product!!!
  • Reporting customization whit apis
  • Power predictive dialer algoritm
  • Easy for management and agent controls for supervisors
  • Manage service operations by apis or integrated with my crm
Daniel Tollenaere | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Bright Pattern was implemented in the 167 stores to replace the telephony system. The great data behind the system allowed for a significant reduction in call volume and then labour costs. With over 90% of calls being answered within 1 minute we believed this was a very significant success story.
  • Accurate Implementation
  • Cost effective solution
  • Brilliant Team
  • Continue to innovate
Bright Pattern Contact Center is suited for any retail environment or B2C environment where the team connect with customers via phone, text, or through chat. The platform is also incredibly versed for Call Centres, and B2B sales teams.
Hugo Martinez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
We use Bright Pattern Contact Center as our ACD for Inbound calls, is easy to configure and any adequations we need to implement on the IVR is easy and in real time.
  • Solid Platform, never had an issue in regards uptime
  • Integrations with AWS for recording is a breeze.
  • Is a real omni-channel platform
  • Reporting in detail
I can't really think on scenarios that BP does not perform properly... Social Media Handling is awesome. Maybe some natural integration with Microsoft teams so agents don't have to use to platforms as part of an internal communication channel
Score 10 out of 10
Vetted Review
Verified User
My company is one of the largest BPO's in the world. Our clients range from large and small and include some of the world's leading financial intuitions, Social Media giants and one of the world's largest streaming services. Some of the major issues we face with legacy or other cloud systems are non-customizable hard to use platforms that require extensive training, or they are easy to use but to basic and even though they are sold as large corporate solutions cannot handle large clients with complex IVR's. With more and more clients using complex CRM tools that offer an abundance of data, CTI Intergrations are becoming key requirements in our business. When it comes to finding the right solutions for our clients our platform of choice is Bright Pattern Contact Center. This platforms scalability and customizations is what drew our attention. The seamlessness of their CRM integration and its user-friendly agent desktop still offers numerous options on how to collect and display customer data ensuring that agents have all the data they need to quickly solve all of our customers problems and easily meet SLA's and KPI goals. Above all else this platform offers stability. in over 4 years of service, we have a 99.9% uptime. For these reasons, we will continue to use and offer Bright pattern Contact Center solution to our most important clients. Thank you for all that you have done with ensuring we stay on top of industry.
  • CRM Intergrations and management
  • Professional services and emergency support
  • Omni Channel Solution
  • User Friendly Agent Desktop
  • IVR Training
Bright Pattern is well suited for large and small clients and works best with straight forward IVR flows but the overall price and ease of scalability is what attracts many people.
Score 10 out of 10
Vetted Review
Bright Pattern is used as a hosted contact center offering to our clients as well as used internally for our outsourced contact center offering. It is a great solution for many small to mid-market contact centers, based on the licensing model, looking to get away from cumbersome solutions. I have performed greater than forty Agent/Supervisor/Admin classes and I haven't had a single trainee that did not grasp the concepts by the end. Bright Pattern solves for so many of the ancillary pieces needing to be easily modified by an internal admin that many contact centers do not consider when selecting their next platform. It is a platform that enables internal contact center admins the ability to implement something without needing a developer to accomplish the task.
  • Enables contact centers to make changes without complex coding languages and frameworks.
  • Omni-channel functionality for all needs.
  • Integrates well to a number of third party products.
  • It isn't cumbersome. Easy to learn and manage.
  • Best in class customer service
  • Online community with active users assisting each other with ideas
  • Tenant configuration backups from within admin would be nice for archiving.
  • AI strategy and platform integrations could use more work.
  • Built-in reporting would benefit from enhanced visualizations
Being as Bright Pattern is a hosted and highly scalable platform, it is well suited for most contact centers. I have implemented Bright Pattern for both PCI and non-PCI customers. There aren't many scenarios where I would not recommend it as a platform offering option to someone who is looking. Possibly for someone looking for an on-premises solution where certain technologies are not allowed within the scope, I might suggest something different. It has worked well for many mortgage companies, city/government services, technology companies, educational institutions, law firms, recruiting firms, medical facilities/payments, debt collection, retail, and more. Offering secure payment IVR and a secure payment live agent as a PCI solution is a huge benefit. Adding Conversational AI into the mix with third party offerings, like IBM Watson Assistant, for IVR functionality has been a huge benefit for customer self-service.
Stuart Marsh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Gapcloud is a provider of contact centre technology and Bright Pattern Contact Center is simply the best omni-channel cloud contact centre platform we’ve ever seen which is why we partner with Bright Pattern Contact Center and take them to market. It gives us access to a premium service on which we can create an amazing contact centre experience for our customers. Gapcloud has a very diverse customer base so it's essential that we have a platform that delivers across a broad range of capabilities. Bright Pattern Contact Center's extensive and extensible feature set allows us to meet all of our customer's requirements and set them up for the future. Importantly, with Bright Pattern Contact Center, integration to 3rd party CRM, ITSM and other line of business applications is productised i.e. it's a configuration within the product, not a custom development. That means we can deliver the benefits of that integration to our customers on a modern platform and within the ultra reliable Bright Pattern Contact Center platform SLA.
  • Fantastic integration with Microsoft Teams and Azure Active Directory
  • Deep integration with CRM and ITSM systems and web based applications
  • Mobile app opens up new opportunities and supports multiple use case
  • Really easy to connect SMS to the voice channels
  • Allows us to bring best of breed AI services in to the contact centre
  • Excellent Quality Management tools
  • Extremely good outbound campaign management tools that are simple to use
  • Full set of APIs
  • The new Services Dashboard offers some really good resource management insights. Would like to see that extended.
As a contact centre technology vendor, we haven't yet come across a customer for whom Bright Pattern Contact Center wasn't a great fit. The platform is well suited to any organisation that wants to deliver great customer service. Bright Pattern Contact Center universally gets great user ratings and there is a reason for that.
Carlton Perkins | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Many organizations are looking to transcend from on-premises platforms to the cloud. These organizations are looking for a proverbial "easy" button solution. The Bright Pattern platform is that solution. The Bright Pattern platform checks all of the boxes for an organization looking to implement a complete contact center cloud solution. The following items are all standard: Speech-enabled IVR, Inbound ACD and Outbound Dialer, Digital Channels - chat, email, SMS - a unified agent desktop, and let's not forget the ability to integrate with applications such as Salesforce or MS Teams. This is a platform that positions any organization for continued, sophisticated operations well into the future. Further, the Bright Pattern team is flexible, open to customer input, and dedicated to ensuring their products meet the needs of their customers.
  • AI platform integration - IBM Watson, Google Dialogflow, for example
  • Quality Management - out of the box sentiment anlysis
  • Unified agent desktop - ability to see all channels in one pane of glass
  • Robust analytic widgets that can also drive wall boards
  • WFM has been a missing component, however that is slated to launch in Q2 of 2022
  • The mobile application has taken longer than expected for general release
  • UCaaS functionality would be a great addition
The Bright Pattern platform is easy to use and manage. As an individual that needed large teams to maintain IVRs, ACDs, and dialers, I can relate to organizations that are concerned about needing a large IT group to support a new platform. The Bright Pattern platform does not need a large, dedicated team of IT folks to support it. Further, the platform makes it easy for organizations to change scripts, flows, and applications at the "speed of business" which means changes can be implemented in hours and minutes as opposed to weeks and months.
Score 9 out of 10
Vetted Review
Verified User
We use Bright Pattern Contact Center to support our agents who primarily take inbound calls, but also work occasional outbound call campaigns. Bright Pattern Contact Center offers us the flexibility to route the calls in ways that best suit our agents' skills and our organization's goals. The reporting features are helpful to our workforce management team and the simple UI and configurable alerts allow our agents and supervisors to respond quickly to customers' needs.
  • Stability
  • Integrations
  • Customer Service
  • Custom Reporting
Overall my experience with Bright Pattern has been positive, and it's definitely an improvement over other systems we have tried in the past. Implementation went smoothly, and the support we received from Bright Pattern's team has been great. I wish there were a simpler way to customize reports without having to use Jaspersoft, but the stock reports are pretty useful as-is.
Score 10 out of 10
Vetted Review
Verified User
My company uses Bright Pattern Contact Center to provide phone and chat support to 3,000-5,000 employees a day, 26,00+ a week. As the person in charge of creating and maintaining these phone and chat trees, I have worked closely with the Bright Pattern Contact Center. The contact center representatives are knowledgeable and helpful. They are quick to assist with my questions and have helped me to implement many new features into our support lines. We have been able to automate processes to cut down on the workload for our own support agents. If I have a request that is not currently available, the representatives have been able to help me find alternate solutions.
  • Replies quickly to emails
  • Agents are always pleasant to speak with.
  • Provide alternate solutions if a requested feature is not yet available.
  • Better integration with ticketing systems
Bright Pattern Contact Center allows our agents to see their chats and calls all in one place. Bright Pattern Contact Center also allows us to connect our tickets with the interactions to help our agents stay organized as they assist multiple users at once. With the reporting and quality management features, we are able to target where our support can be improved.
Jessica Osborn | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We utilize Bright Pattern for a number of reasons. The first that come to mind are for the multi (Omni) channel communication, automation, and call deflection and for volume reporting purposes. We have multiple call centers, multiple phone numbers, different employee types being able to route the interactions based on one or many of those factors are necessary for our business.
  • A single pane of glass - you can get everything you need from one view.
  • Managers have control over who is interacting with which customers
  • Development of the product can be learned and does not take special schooling for coding of the product.
  • The items on their roadmap for the next year will address any of the needs we have at this time.
We use the product for both inbound and outbound calling. Bright Pattern has good reporting to tell what type of call it is and the metrics of the call. We did find that when we were trying to set up a mass dial request that it did not work well at the time we were looking to use it. We wanted to be able to send specific messages to 1000's of people multiple times.
Jennifer Hainsworth | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We were excited to switch our contact center to use Bright Pattern Contact Center omni-channel solution to support our agents. We love the functionality we're able to customize for voice and chat IVRs and the automation were able to complete. Between the automation and the true omnichannel experience we've been able to significantly reduce our contacts!
  • Automation
  • Customization
  • Email routing
Contact centers with a high volume of voice and chat contacts could definitely benefit from the functionality provided when building out scenarios. This functionality does not yet exist for email, so email routing and the ability for automation is fairly limited without 3rd party applications.
Jose Luis Muñoz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
During the last year, Contact Center became a powerful platform to support the growing needs of information from customers. We started with a small department and then expanded the experience to more critical areas of our company. Now we have recurrent customers that use the platform in their day-to-day activities. Also, Bright Pattern has a professional team for successful implementation of Contact Center in a record time, then the ROI is really above the average.
  • Understanding of problem
  • Implementation methodology
  • Delivery and upgrading the solution
  • Post-Sales
  • Easy to work with them
  • Functionality is really robust.
  • Is easy and intuitive to interact
For any type of industry, Bright Pattern Contact Center could be a feasible solution. Very intuitive and easy to operate and manage.
Sally Hurley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Let me start with, we used to be on a premise-based solution that we managed. We faced outages and painful integrations and upgrades. When we switched to Bright Pattern Contact Center, we found the platform to be a stable reliable hosted solution and never faced a single outage in 7 years. The Bright Pattern Contact Center team has been supportive, innovative, and collaborative. We could not ask for a better partner. Now we can focus on what we do best- which as a BPO- is providing an elevated customer experience for our clients.
  • Usability
  • Stability
  • Innovation
  • Integrations
  • Networking across partners
BrightPattern is good for businesses looking to run an internal customer care operation.
January 31, 2022

Great Experience

Score 10 out of 10
Vetted Review
Verified User
I use Bright Pattern Contact Center for the call center. Incoming and outgoing calls. When calls come in the Bright Pattern screen it quickly shows the callers are in, if already saved, or it will show which campaign the caller is calling for. We also make outgoing calls and receive emails and texts through Bright Pattern, everything runs smoothly.
  • Fix problems fast
  • Responds quickly
  • Takes time to explain things clearly
  • Over the past 5 to 6 months I have not had any issues with the contact center, and the staff are very pleasant.
I like the communication between co workers. For example, I am used to contacting 1 person for assistance, there was a time that staff was unavailable, but two other staff were aware of the situation, I didn't have to waste time explaining again, and my issue was resolved in a timely manner.
Jay Lutchman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
We are a reseller of the Bright Pattern Cloud Contact Centre in South Africa. It has brought cloud contact centers with full features to our region and assisting is offering reliable WFH solutions to clients. Around the region, we have many industries using the platform with ease and it has also transformed the way these companies do business with their clients.
  • Easy to use
  • Enterprise-grade features
  • Constantly being developed with new functionality
  • Out-of-the-box integrations to WFM platforms
  • More integrations to CRM platforms
  • Recording features could be upgraded
Any contact center thinking of moving to the cloud would have a pleasant transition to Bright Pattern. The deployment is easy, tenant and user setup is simplified and monitoring is a pleasure with the many tools on offer from Bright Pattern. The solution's ability to integrate to CRM & ITSM systems including the Teams integration makes it the most complete contact center platform on the market.
January 19, 2022


Dave Hampton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Bright Pattern as our contact center platform in our Managed Services division. It's mature and simple to use integration with ServiceNow is enabling us to drive up Customer Satisfaction with a more efficient service. We are looking forward to working with the BP Team to implement a truly omnichannel experience.
  • Mature ServiceNow integration
  • Supervisor level administration is extremely intuiative
  • Native wallboard functionality is excellent
  • Native reporting takes some getting used to.
The platform is suited for anyone that requires contact center functionality and has the desire to complete a level of administration themselves. Add in the myriad of integrations it has out of the box it is a very well-rounded tool.
Gerardo Guzman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I use Bright Pattern as my primary outbound call center software. G7 Strategy Group, Inc. provides public relations and communication services for political campaigns, small businesses, corporations, government agencies, public and private schools, and faith-based organizations. Our work includes direct mail, digital marketing, home visit, and telephone-based marketing. On the occasion that we are tasked with contacting tens of thousands or hundreds of thousands of individuals throughout Southern California or the entire state, we rely on Bright Pattern to provide predictive dialing services within their outbound call center software to maximize our ability to reach our goals. Their system is powerful, intuitive, and a pleasure to deploy at scale with virtually no downtime whether on-site or using a remote workforce.
  • Predictive outbound calling
  • Device compatibility
  • Clarity of voice connection
  • Unparalleled speed
  • Reporting
  • Monitoring
  • Bright Pattern must improve their ability to boast
  • Bright Pattern is underrated
Bright Pattern is an extremely powerful communication software that is simple to use, quick to deploy, and easy to manage. The strength of their voice connection is strong, not brittle like other providers. Bright Pattern has all the tools you need to provide remarkable customer service.
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