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Top Rated
14 Ratings
Top Rated
161 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Bright Pattern Contact Center

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Top Rated
14 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 10 out of 100

Feature Set Ratings

  • Avaya OneCloud CCaaS ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

9.0

Avaya OneCloud CCaaS

90%
8.9

Bright Pattern Contact Center

89%
Avaya OneCloud CCaaS ranks higher in 11/13 features

Agent dashboard

9.2
92%
26 Ratings
8.5
85%
11 Ratings

Validate callers

9.2
92%
25 Ratings
9.2
92%
11 Ratings

Outbound response

9.0
90%
24 Ratings
8.8
88%
11 Ratings

Call forwarding

9.3
93%
26 Ratings
8.8
88%
11 Ratings

Click-to-call (CTC)

8.8
88%
21 Ratings
8.6
86%
9 Ratings

Warm transfer

8.9
89%
26 Ratings
8.9
89%
11 Ratings

Predictive dialing

8.5
85%
21 Ratings
8.8
88%
9 Ratings

Interactive voice response

8.8
88%
21 Ratings
9.3
93%
10 Ratings

REST APIs

9.1
91%
20 Ratings
8.9
89%
10 Ratings

Call scripts

9.3
93%
22 Ratings
8.7
87%
7 Ratings

Call tracking

9.3
93%
25 Ratings
9.2
92%
10 Ratings

Multichannel integration

8.9
89%
25 Ratings
8.9
89%
8 Ratings

CRM software integration

9.2
92%
23 Ratings
8.5
85%
10 Ratings

Workforce Optimization (WFO)

9.0

Avaya OneCloud CCaaS

90%
8.9

Bright Pattern Contact Center

89%
Avaya OneCloud CCaaS ranks higher in 7/9 features

Inbound call routing

9.4
94%
28 Ratings
9.3
93%
10 Ratings

Omnichannel inbound routing

9.2
92%
26 Ratings
9.1
91%
9 Ratings

Recording

8.8
88%
26 Ratings
9.1
91%
10 Ratings

Quality management

8.9
89%
26 Ratings
8.8
88%
9 Ratings

Call analytics

8.9
89%
26 Ratings
8.5
85%
8 Ratings

Historical reporting

8.7
87%
26 Ratings
9.0
90%
9 Ratings

Live reporting

9.1
91%
26 Ratings
9.0
90%
10 Ratings

Customer surveys

9.0
90%
23 Ratings
8.7
87%
9 Ratings

Customer interaction analytics

8.9
89%
23 Ratings
8.1
81%
7 Ratings

Attribute Ratings

  • Bright Pattern Contact Center is rated higher in 6 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Support Rating, Implementation Rating
  • Avaya OneCloud CCaaS and Bright Pattern Contact Center are tied in 1 area: Performance

Likelihood to Recommend

8.5

Avaya OneCloud CCaaS

85%
45 Ratings
9.4

Bright Pattern Contact Center

94%
11 Ratings

Likelihood to Renew

8.0

Avaya OneCloud CCaaS

80%
13 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Usability

8.0

Avaya OneCloud CCaaS

80%
6 Ratings
9.4

Bright Pattern Contact Center

94%
11 Ratings

Availability

7.0

Avaya OneCloud CCaaS

70%
2 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Performance

10.0

Avaya OneCloud CCaaS

100%
2 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Support Rating

6.1

Avaya OneCloud CCaaS

61%
6 Ratings
9.2

Bright Pattern Contact Center

92%
11 Ratings

In-Person Training

Avaya OneCloud CCaaS

N/A
0 Ratings
8.0

Bright Pattern Contact Center

80%
1 Rating

Online Training

Avaya OneCloud CCaaS

N/A
0 Ratings
7.0

Bright Pattern Contact Center

70%
1 Rating

Implementation Rating

9.1

Avaya OneCloud CCaaS

91%
6 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Configurability

Avaya OneCloud CCaaS

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Contract Terms and Pricing Model

Avaya OneCloud CCaaS

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Ease of integration

Avaya OneCloud CCaaS

N/A
0 Ratings
9.0

Bright Pattern Contact Center

90%
1 Rating

Product Scalability

Avaya OneCloud CCaaS

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Vendor post-sale

Avaya OneCloud CCaaS

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Vendor pre-sale

Avaya OneCloud CCaaS

N/A
0 Ratings
10.0

Bright Pattern Contact Center

100%
1 Rating

Likelihood to Recommend

Avaya

CCaaS is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
Read full review

Bright Pattern, Inc.

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.
Read full review

Pros

Avaya

  • 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.
Read full review

Bright Pattern, Inc.

  • 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
Read full review

Cons

Avaya

  • 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.
Read full review

Bright Pattern, Inc.

  • Over the past 5 to 6 months I have not had any issues with the contact center, and the staff are very pleasant.
Read full review

Pricing Details

Avaya OneCloud CCaaS

Starting Price

$48 per month

Editions & Modules

Avaya OneCloud CCaaS editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Required

    Additional Details

    Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)

    Pricing Info

    Bright Pattern Contact Center

    Starting Price

    $0 Monthly

    Editions & Modules

    Bright Pattern Contact Center editions and modules pricing
    EditionModules
    Voice Select$701
    Professional$1002
    Premium$1403
    EnterpriseCall for Info4

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional 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

    Pricing Info

    Likelihood to Renew

    Avaya

    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.
    Read full review

    Bright Pattern, Inc.

    No answers on this topic

    Usability

    Avaya

    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.
    Read full review

    Bright Pattern, Inc.

    Most of Bright Pattern Contact Center's features are fairly straightforward. Anything my agents may need is set in categories that are easy to search through. Switching through different interactions is as simple as clicking on a new tab. I am able to organize my phone trees and the agent queues to allow calls and chats to route to the correct team and cut down on the need for our agents to act as triage.
    Read full review

    Reliability and Availability

    Avaya

    No answers on this topic

    Bright Pattern, Inc.

    It is always on. The only outage to date that I have experienced was with an upstream telco provider. The inbound leg telco was hit by a DDOS attack which led to delays in routing calls to the platform. This was not the fault of the Bright Pattern platform but the telco provider.
    Read full review

    Support Rating

    Avaya

    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.
    Read full review

    Bright Pattern, Inc.

    The support received from Bright Pattern is great, they are always willing to provide support assistance with queries and are very knowledgeable on the product, the back end developers always adding new features and functionality, and these are always explained in detail so end-users and partners are able to make full use of these developments.
    Read full review

    In-Person Training

    Avaya

    No answers on this topic

    Bright Pattern, Inc.

    In-person and virtual training was great, but Bright Pattern could use some online training videos similar to other platforms. I would welcome online training videos to keep the steady flow of new agents up to date. Admin training is one of the largest areas that need video. The static documentation is great. It is pretty easy to follow and configure your contact center as you progress through each step. The documentation is available online on an easy to use knowledgebase or wiki style site. You do not need a user account to access the help docs, meaning that users at any level can freely access the materials to learn about the platform.
    Read full review

    Online Training

    Avaya

    No answers on this topic

    Bright Pattern, Inc.

    Online training is documentation based only. It is thorough and step by step, but no videos.
    Read full review

    Implementation Rating

    Avaya

    No answers on this topic

    Bright Pattern, Inc.

    I have done a few of these now for a multiple number of our contact centers. It has been really smooth. It is a fun platform to work with. I enjoy building new ideas within the scenario builder. Because I enjoy it, I am not afraid to try something new and innovative.
    Read full review

    Alternatives Considered

    Avaya

    Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
    Read full review

    Bright Pattern, Inc.

    Bright Pattern prides itself on providing out-of-the-box functionality. Unlike many of the other platforms listed, there is no need to subscribe to additional options for increased feature functionality nor is there a need to implement additional plugins to get to a desired level of operability. Much of what is needed to build a world-class contact center platform is a part of the solution on day one.
    Read full review

    Return on Investment

    Avaya

    • Seamless implementation. If your access to the PSTN is through one of the major carriers, integrating the IP Office is quick, and easy. If you are in a market similar to ours where there are smaller carriers to work with, relying on your local Avaya business partner will allow for that same seamless integration.
    • Users will find the menus on their new phones easy to navigate. It never hurts to have a cheat sheet provided by you installer. The system is very intuitive, even for system administrators.
    • A new system paired with a new circuit contract has the potential for a cost savings that can pay for the new phone system in a 3 year time frame. We have customers that can attest to that!
    Read full review

    Bright Pattern, Inc.

    • We were able to automate features such as information change requests and W-2 reprint requests which cut down up to 4,000 agent interactions a day during the W-2 season.
    • With training features and the ability to specify skills, new agents are able to jump in quickly and build up their level of support gradually as they become ready to handle more interactions at once.
    Read full review

    Screenshots

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