Gartner Reaffirms Bright Pattern’s Strategy
Bright Pattern has put all the essential and advanced call center features together in one package, allowing your business to tailor its approach and deliver the ultimate customer experience. And that is proven by Over 500 Customers in 26 Countries.
Enterprise Ready!
Enterprise-grade CX with intelligent automation, robust security, and seamless scalability.
Scalable for Any-Sized Business
Bright Pattern’s cloud-based platform enables seamless scaling, allowing businesses to adjust contact center capacity as demand fluctuates.
Easy, Seamless Tech Updates
Cloud-based updates ensure uninterrupted access to the latest customer service tools with zero downtime.
Secure, Compliant Platform
Bright Pattern meets PCI, SOC 2, HIPAA, TCPA, and GDPR standards, ensuring encrypted, secure handling of sensitive customer data.
Cloud-Based with No Downtime
Bright Pattern’s cloud platform ensures 24/7 uptime, even during updates, while enabling remote agent deployment for maximum flexibility.
Fully Customizable
Bright Pattern offers APIs and a drag-and-drop builder to tailor customer journeys and agent workflows to your business needs.
Fastest ROI and Implementation
Bright Pattern delivers ROI twice as fast as the industry average and can be deployed in just weeks, thanks to its cloud-based architecture.
Journey Builder
Create, automate, and optimize customer interactions across channels with powerful workflows.
Customizable Workflows
Adapt workflows to your needs, automating post-interaction tasks like surveys, emails, notifications, and confirmations.
Omnichannel Scenarios
Create seamless customer journeys across voice, chat, and text, allowing smooth transitions between channels with full interaction tracking.
Point-and-Click Widget Configuration
Easily customize chat widgets, forms, and surveys with Bright Pattern’s no-code UI editor—no coding or re-uploading required.
Workflow Automation
Trigger automated workflows based on call outcomes, using scenario-based communication and data blocks for seamless post-interaction processes.
SMS and Email Scenarios
Automate SMS and email notifications, including transcripts, surveys, confirmations, and other key customer communications.
Automated Outbound Notifications
Send automated email, SMS, and text alerts to keep customers informed and engaged.
Smarter Engagement
Boost lead generation and customer satisfaction with AI-driven call management.
Answering Machine Detection
Automatically identifies voicemail and optimizes outbound dialing by deciding when to leave a message or connect to a live agent.
Predictive Dialer
Automatically dials numbers, skipping missed calls and voicemails, ensuring agents connect only with live callers for maximum efficiency.
List Filtering and Sorting
Organize and prioritize contact lists by sorting and filtering, seamlessly moving records between campaigns to focus on high-value leads.
Skills-Based Routing
Intelligently assigns incoming interactions to the best-suited agents based on skills, ensuring efficient and fair distribution.
Automatic Call Distribution
Distributes interactions across all channels to the right agents based on interaction and agent attributes for optimal efficiency.
Identified Contact Routing
Routes returning customers to the same agent or team for continuity, ensuring seamless follow-ups and improved customer experience.
Omnichannel Conversations
Engage customers across their preferred channels with a unified, AI-powered experience.
Messenger App Support
Engage customers on platforms like WhatsApp, Facebook Messenger, WeChat, and more, with seamless cross-channel transitions.
Omnichannel Switching
Seamlessly transfer conversations across channels while retaining full context for a smooth customer experience.
Automated Outbound Communication
Send automated email, SMS, and text updates, keeping customers informed and enabling seamless follow-ups across channels.
Accurate Contact Identification
Automatically recognize customers by phone number or messaging app, giving agents instant access to interaction history for personalized service.
Dynamic Web Chat
Customize website chats with point-and-click configuration, tailoring messages, offers, and CTAs for different web pages.
Conversation Continuity
Reconnect returning customers with the same agent, ensuring seamless interactions with CRM-based identification.
Omnichannel QM
Monitor, analyse, and optimize agent interactions for exceptional customer experiences.
Unified Omnichannel Reporting
Access detailed reports covering all interactions across voice, chat, email, SMS, and messaging apps for comprehensive insights.
Actionable Supervisor Dashboard
Monitor key metrics, KPIs, and real-time alerts for service queues, campaigns, teams, and agents to optimize performance.
Drag-and-Drop Report Builder
Effortlessly create custom reports by dragging and dropping data to track key KPIs and save insights for future analysis
3rd-Party Data Analytics Access
Integrate with platforms like Tableau, Google Data Studio, and Zoho Reports for advanced reporting and in-depth analytics.
Customizable Wallboards
Display real-time stats and metrics on personalized or global wallboards for agents, teams, and supervisors to track performance instantly.
Scheduled & Ad-Hoc Reports
Automate periodic reports or generate on-demand insights for real-time monitoring and performance analysis.
Remote Agents
Scalable, secure, and flexible solutions for a high-performing remote workforce.
Cloud-Based Platform
Easily deploy remote agents anytime with a secure, flexible cloud solution, ensuring business continuity during emergencies or peak demand.
Intuitive UI for Fast Training
Train agents quickly with a user-friendly interface, enabling seamless onboarding and global workforce expansion.
Omnichannel Reporting
Provide supervisors with detailed performance reports across all channels, including emerging platforms like messenger apps and chatbots.
Actionable Supervisor Dashboard
Monitor real-time agent status, service queues, campaigns, and key metrics with instant alerts and actionable insights.
Drag-and-Drop Report Builder
Easily create custom reports by selecting key metrics and KPIs, then save or schedule them for future insights.
Business Continuity
Ensure uninterrupted operations by seamlessly transitioning to a remote workforce during emergencies, with zero downtime.
Support-on-the-go
Empower agents to deliver exceptional service from anywhere, on any device.
Voice and SMS Support
Agents can connect with customers via voice and text messaging using Bright Pattern’s mobile app,
Take Notes During Conversations
Agents can record notes during interactions, which sync across the platform for easy access on the Unified Agent Desktop.
Knowledge Sharing
Enable agents to collaborate with subject matter experts from other departments, improving customer support through seamless knowledge sharing.
Data Syncing for Later Access
All mobile interactions are automatically synced with the platform, allowing agents to access conversation history and context when switching to their desktop.
Bring in Subject Experts
Seamlessly involve specialists from outside the contact center to enhance customer support. Allow experts from different departments to join conversations and provide real-time assistance for better issue resolution.
Reporting on Mobile App
Supervisors can track and analyze mobile app interactions through Bright Pattern’s unified reporting system. Monitor agent performance, customer interactions, and key metrics for mobile-based support.
Elevate CX With AI Discovery Tools
Enhance customer interactions with intelligent AI-driven automation and virtual agents.
Integrations With Best-Of-Breed AI
Bright Pattern integrates with top AI technologies like Google AI, IBM Watson, Amazon AI, and Microsoft AI to enhance automation, improve customer interactions, and drive smarter decision-making.
Agent Assistance
Bright Pattern’s AI integrations provide real-time support to agents. Sentiment analysis helps gauge customer emotions, while AI-driven suggestions enhance conversation efficiency and customer satisfaction.
Automated Conversations
Enhance customer experience with AI-powered chatbots for web chat. Automate initial interactions, providing self-service options before seamlessly transferring customers to live agents when needed.
Natural Language Processing
Enhance self-service with AI-powered Natural Language Processing, allowing customers to navigate IVR menus using natural speech for a seamless experience.
Sentiment Analysis
Bright Pattern’s AI monitors interactions in real-time, detecting customer sentiment and flagging negative experiences for immediate supervisor intervention.
Insights Into Customer Behavior
Real-time AI monitoring provides supervisors with valuable insights into customer behavior and contact center performance, compiling data across all channels into a unified report.
100% Uptime
Maximize efficiency and reliability with a solution designed for continuous connectivity.
Active-Active Architecture
Bright Pattern’s Active-Active architecture guarantees continuous operation, ensuring your contact center remains functional even during disruptions by seamlessly switching to a backup system.
Cloud-Based
Bright Pattern’s cloud-based platform ensures uninterrupted availability, even during upgrades or maintenance, keeping your contact center operational at all times.
Remote Capabilities
Quickly deploy a remote workforce to keep your contact center running during emergencies or major events, ensuring seamless operations anytime, anywhere.
Redundant ISP and Power
Multiple ISPs support each cluster, ensuring uninterrupted service even if one provider fails. Redundant power sources further guarantee zero downtime.
Redundant Power
Multiple power providers support each cluster, ensuring continuous operation even during outages
Redundant Telco
Multiple telecom providers ensure uninterrupted dialing and SMS capabilities, even during outages.
Uncompromised Security and Compliance
Safeguard customer data with industry-leading security and strict compliance standards.
PCI Compliance
Securely process payments following PCI DSS standards. Bright Pattern encrypts and stores payment data safely, with regular security assessments and vulnerability scans.
HIPAA Compliance
Protects PHI with role-based access, encryption, and secure storage. Provides full audit records at both system and tenant levels.
SOC 2 Compliance
Ensures data security and privacy with role-based access, password protection, encryption, and defined security protocols.
GDPR Compliance
Bright Pattern meets EU GDPR standards with features like manual content erasure, special access controls, interaction deletion, and comprehensive record-keeping.
TCPA Compliance
Bright Pattern ensures compliance with outbound dialing regulations by integrating Do Not Call lists, offering multiple opt-in options, and enforcing curfew hours and other key restrictions.
Support for Visually Impaired
Bright Pattern’s contact center software includes screen reader support, shortcut keys, and tagged interface elements to assist visually impaired agents.
