Brightmetrics Pros and Cons

The most helpful part of the brightmetrics system and the detailed analytical data research you can use to trace a specific call or write reports to analyze statiscal data on incoming call flow. The live data dashboards for our call center were very useful! The Customer support and sales teams were also easy to work with. Review collected by and hosted on G2.com.

Brightmetrics is a great tool, but it definitely requires training in order to be able to write reports correctly to get the data you need. Review collected by and hosted on G2.com.

I thoroughly enjoy using Brightmetrics. Its user-friendly interface makes it easy to create and use dashboards, and the reports are detailed with a wide variety of customization options. Additionally, the staff is always very friendly and helpful. A special shoutout to Andrea, who consistently provides outstanding customer service. Review collected by and hosted on G2.com.

Not much. We've switched to Brightmetrics about a year ago and its been going great. Review collected by and hosted on G2.com.

We needed a solution for detailed call reporting from our Mitel phone system. When we found Brightmetrics reporting it had everything we needed and more. A simple program to install on our server and we had call reports in minutes. Configuration of custom reports was simple and when we had an issue, customer service was quick to respond and help us along the way.

We've now configured the reports that we need and set up a recurring email to our management team where they will get call reports automatically at the start of every week. So simple to use that we don't have to be bogged down with report writing anymore.

The perfect solution for what we needed. Review collected by and hosted on G2.com.

We haven't found a downside yet. When we needed help, customer service was quick to respond and give us answers to our problem. Review collected by and hosted on G2.com.

We use BrightMetrics quite a lot, and here is what we think:

After using BrightMetrics for quite a while and quite regularly, I can say that it's a lifesaver. With the help of his detailed analytics and accurate call tracking, it has helped us reduce complaints from customers significantly. The call tracking is also very helpful to understand errors in configuration; you can see where the call went for how much time and see if the work has been intended. 

One of the functions we like the most is the automated report; it helps us and the manager see where the work can be optimized and where bottlenecks are.

To make all of that easier, the interface is user-friendly with a lot of reports ready to be used, and if we have a doubt or question, support is always here to help.

In conclusion, BrightMetrics is, in my opinion, the best call tracking and reporting solution for us. If you want some reliable insights, BrightMetrics is the ideal choice. Review collected by and hosted on G2.com.

There is no probleme to report at the moment. Review collected by and hosted on G2.com.

After several months of practical use, Brightmetrics has proven to be an invaluable tool for swiftly identifying and addressing operational issues. The software's user-friendly interface and robust features have significantly improved our workflow, leading to a notable boost in efficiency and productivity. Notably, the reduction of patient/client complaints about our phone system to almost zero is a testament to its effectiveness.

In addition to its functionality, Brightmetrics offers commendable customer support. A knowledgeable and responsive support team consistently and promptly addressed our queries and issues. This level of service has played a crucial role in our overall satisfaction with the product.

Brightmetrics has seamlessly integrated into our workflow, fulfilling its promises of efficiency, reliability, and strong customer support. I confidently recommend it to those seeking a practical tool for analyzing and enhancing phone operations. Review collected by and hosted on G2.com.

We've been fortunate to experience a smooth journey without any issues. Review collected by and hosted on G2.com.

I believe it was around 2012 that I started using Brightmetrics and found it vastly superior to what tools or reporting ShoreTel provided. Which made life much easier when trying to troubleshoot issues, run a report or have a graphically dashboard for ECC Users.

Whenever I have had an issue which to be honest is very few in the past 11 years. Support has always been top notch, professional and responded very quickly. Support has even notified us of issues before we noticed them adding even more value and ensuring that we kept gathering information and reporting in near real-time. Review collected by and hosted on G2.com.

The only downside which isn't per se a fault with Brightmetrics but with ShoreTel/Mitel the ability to audit and know who did what on the system. This is my biggest issue with the platforms. Again Brightmetrics can only provide what information ShoreTel/Mitel provides. Review collected by and hosted on G2.com.

We have used Brightmetrics since before I joined the orginazation so many things were set up that I have had to navigate through. Customer Service has been fantastic about working through questions, solving issues and educating. there are always opportunities to learn and ask questions. The reporting tool is very user friendly, it is reliable and helps us make business decisions based on factual data. Review collected by and hosted on G2.com.

sometimes the integration of shoretel, mitel, brightmetrics makes it difficult to get the exact information I am looking for in a manner that is easy to evaluate. I have been able to work with support to find the answers. Review collected by and hosted on G2.com.

We have been a Brightmetric customer for over 5yrs now. Its easy to use, and love their support. We have our Mitel phone system attached with over 600 extensions. We have schduled reports that go to various departments, but more importaly we love the workgroup dashboards. We utilize these dashboards for real-time viewing and stats. This reporting tool has helped justify serveral new positions based on the details we see. It helps our City in situations where we may have a customer who said they called, but im some cases they didn't and we can prove this. We heavily use Brightmetrics to help us map out our auto-attendant configurations as it displays these complicated configurations onto an easy to follow diagram. I've used 6-7 different call reporting tools over my 20+ years in Information Technology. Brightmetrics is by far the easiest to use, and in over 5yrs I have come accross an item we were unable to report on. Review collected by and hosted on G2.com.

I currently do not have any dislikes with this product. It has done everything we need it to do. Best call reporting platform on the market! Review collected by and hosted on G2.com.

What is most helpful about bright metrics is the easy to use features for reporting and the live dashboards available and the ability to create a link to share and publicly view the dashboards. I love that brightmetrics is an independent website and you can log in using your phone for frequent use on the go. The customer support team is very prompt and communicative. Review collected by and hosted on G2.com.

I have not had any challenges with Brightmetrics and more with my telecom service that integrates with brightmetics. Review collected by and hosted on G2.com.

When I began using Brightmetrics, I brought my current platform for reporting and asked a representative to match the reports. Not only did they respond within minutes, but they built an identical, yet easier way to report. I have full visibility of the information I need. Like any new system, it can be confusing to understand the terms that are used. Brightmetrics has a wonderful help link to understand the different terms. I've found the site very easy to navigate. I've run into some barriers that were quickly resolved by sending an email to Brightmetrics Support. I typically receive an email back within 5-10 minutes. One day I found myself in a bind where an update had happened on my computer sooner than planned and the reporting system I had been using was no longer compatible. Rather than having to contact a contractor and pay big $ to fix the issue, a representative from Brightmetrics set up a half hour meeting to build a dashboard with me that would report the same data. This company has been an absolute lifesaver for me. Highly recommend! Review collected by and hosted on G2.com.

There truly is nothing bad to say about Brightmetrics. Response time is quick, Customer Service is incredible. I have not run into one unfriendly representative. Everyone has been so pleasant to work with. Review collected by and hosted on G2.com.