What users are saying about
134 Ratings
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Score 6.9 out of 100
5 Ratings
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Score 10 out of 100

Likelihood to Recommend

Avaya OneCloud CCaaS

Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
Aly Hajiani | TrustRadius Reviewer

Bright Pattern

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 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, and more. Offering secure payment IVR and a secure payment live agent as a PCI solution is a huge benefit.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.4
Bright Pattern
9.8
Agent dashboard
Avaya OneCloud CCaaS
8.6
Bright Pattern
9.0
Validate callers
Avaya OneCloud CCaaS
8.1
Bright Pattern
10.0
Outbound response
Avaya OneCloud CCaaS
8.9
Bright Pattern
10.0
Call forwarding
Avaya OneCloud CCaaS
8.8
Bright Pattern
10.0
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.4
Bright Pattern
10.0
Warm transfer
Avaya OneCloud CCaaS
8.8
Bright Pattern
10.0
Predictive dialing
Avaya OneCloud CCaaS
7.1
Bright Pattern
9.0
Interactive voice response
Avaya OneCloud CCaaS
9.0
Bright Pattern
9.0
REST APIs
Avaya OneCloud CCaaS
8.3
Bright Pattern
10.0
Call scripts
Avaya OneCloud CCaaS
8.7
Bright Pattern
10.0
Call tracking
Avaya OneCloud CCaaS
9.0
Bright Pattern
10.0
Multichannel integration
Avaya OneCloud CCaaS
8.4
Bright Pattern
10.0
CRM software integration
Avaya OneCloud CCaaS
7.8
Bright Pattern
10.0

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.5
Bright Pattern
9.4
Inbound call routing
Avaya OneCloud CCaaS
8.1
Bright Pattern
10.0
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.5
Bright Pattern
9.0
Recording
Avaya OneCloud CCaaS
8.9
Bright Pattern
10.0
Quality management
Avaya OneCloud CCaaS
8.8
Bright Pattern
9.0
Call analytics
Avaya OneCloud CCaaS
8.3
Bright Pattern
10.0
Historical reporting
Avaya OneCloud CCaaS
8.5
Bright Pattern
9.0
Live reporting
Avaya OneCloud CCaaS
8.5
Bright Pattern
9.0
Customer surveys
Avaya OneCloud CCaaS
8.5
Bright Pattern
10.0
Customer interaction analytics
Avaya OneCloud CCaaS
8.5
Bright Pattern
9.0

Pros

Avaya OneCloud CCaaS

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Shauna Stermer | TrustRadius Reviewer

Bright Pattern

  • Enables contact centers to make changes without complex 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.
Anonymous | TrustRadius Reviewer

Cons

Avaya OneCloud CCaaS

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock | TrustRadius Reviewer

Bright Pattern

  • Tenant configuration backups from within admin would be nice for archiving.
  • Agent screen recording exports to AWS S3.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 13 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand | TrustRadius Reviewer

Bright Pattern

No score
No answers yet
No answers on this topic

Usability

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 6 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand | TrustRadius Reviewer

Bright Pattern

No score
No answers yet
No answers on this topic

Support Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.7
Based on 8 answers
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
Uchenna Ezumezuh | TrustRadius Reviewer

Bright Pattern

No score
No answers yet
No answers on this topic

Alternatives Considered

Avaya OneCloud CCaaS

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller | TrustRadius Reviewer

Bright Pattern

Obviously, customer experience is key but contact center staff enablement is one of the most important factors. What good is a multi-million dollar implementation on a platform if your hands are tied from admin or developer turnover? I have seen with many platforms where the platform remained dormant after the loss of the last experienced staff member. It isn't that way with Bright Pattern. Easy to train and easy to learn. Their support has been great. I will continue to promote and use Bright Pattern as a platform and I am excited to see where it takes us next.
Anonymous | TrustRadius Reviewer

Return on Investment

Avaya OneCloud CCaaS

  • Once purchased and running, you don't need to worry about it for years.
  • Support price is following the other companies. Price is good.
  • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
Anonymous | TrustRadius Reviewer

Bright Pattern

  • Lowered support costs over time by enabling the contact center to manage itself and the call flow.
  • Increased customer satisfaction by enabling personalized experiences.
Anonymous | TrustRadius Reviewer

Screenshots

Avaya OneCloud CCaaS

Pricing Details

Avaya OneCloud CCaaS

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Avaya OneCloud CCaaS Editions & Modules

Additional Pricing Details

Bright Pattern

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Bright Pattern Editions & Modules

Edition
Voice Select$701
Professional$1001
Premium$1401
EnterpriseCall for Info1
  1. Monthly
Additional Pricing Details
One-time set-up fee includes 45 hours of services for workflow implementation and training: Discovery and Design Workshop; Configuration and Customization to customer requirements; Testing and Evaluation; Agent and Supervisor Training; Administration Mentoring & Knowledge Transfer

Rating Summary

Likelihood to Recommend

Avaya OneCloud CCaaS
7.6
Bright Pattern
10.0

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Bright Pattern

Usability

Avaya OneCloud CCaaS
8.0
Bright Pattern

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Bright Pattern

Performance

Avaya OneCloud CCaaS
10.0
Bright Pattern

Support Rating

Avaya OneCloud CCaaS
7.7
Bright Pattern

Implementation Rating

Avaya OneCloud CCaaS
9.1
Bright Pattern

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