Bright Pattern Contact Center Documentation

Welcome to Bright Pattern! Get familiar with Bright Pattern omnichannel cloud contact center software and explore all features of our applications:

• Agent Desktop for real-time customer interactions
• Contact Center Administrator for contact center configuration
• Service Provider for system management

Getting Started

Bright Pattern helps brands create effortless customer experiences. Cloud-first and omnichannel by design, our software makes it easy to create continuous conversations with customers on voice, email, chat, video, SMS, and social messengers with integrated AI and bots. Explore our tools for automation, reporting, quality management, and workforce management to help increase agent productivity and engagement.

Doc Organization and Versioning

Documentation is organized first by product version number and then by user type (see section Who You Are). There are two major versions of Bright Pattern Contact Center: 3 and 5. When searching the documentation, it is important to know which software version you are using, as the features included in each version may differ.

The number breaks down as follows:

version #.#.# = major release. maintenance release.minor update

Latest Version

The latest version of Bright Pattern Contact Center is version 5.2.1.

For users of version 3 software, the latest version is 3.16.2.

All Versions

See documentation for versions 3.8 through 5.2.

Who You Are

Our documentation is designed to help you understand applications based on your role, whether you're a partner, system administrator, supervisor, or agent.

Learn the ins and outs of the Bright Pattern solution via reference materials, tutorials, and API specifications, which explain Bright Pattern applications, configuration, installation, system requirements, new features, reporting, integrations, APIs, and more.

Partners

Bright Pattern partners may access special docs related to system installation, configuration, and service management.

Version 5 Partner Docs are available upon login to this documentation platform. Partners can log in using the User button at the top of this page.

Version 3 Partner Docs are available on the Partner Portal.

Administrators

Admins responsible for the configuration and management of their contact center should reference: Version 3 Admin Docs Version 5 Admin Docs

Supervisors

Users who are assigned to supervise teams will find the following resources helpful: Version 3 Supervisor Docs Version 5 Supervisor Docs

Agents

Contact center agents can discover the tools available on our unified Agent Desktop: Version 3 Agent Docs Version 5 Agent Docs

Questions?

We're happy to help with any questions you might have! Search our documentation, contact Success Management, or connect with us via the Us page. You can also post comments to documentation articles.