[Home](https://www.selecthub.com/) \> [Call Center Management](https://www.selecthub.com/category/call-center/) \> [Call Center Software](https://www.selecthub.com/c/call-center-software/) \> [Avaya](https://www.selecthub.com/p/call-center-software/avaya/) \> Avaya vs Bright Pattern # Avaya vs Bright Pattern Last Updated: May 11th, 2026 Our analysts compared [Avaya](https://www.selecthub.com/p/call-center-software/avaya/) vs [Bright Pattern](https://www.selecthub.com/p/call-center-software/bright-pattern/) based on data from our 400+ point analysis of [Call Center Software](https://www.selecthub.com/c/call-center-software/), user reviews and our own crowdsourced data from our [free software selection platform](https://www.selecthub.com/about/start-free-selection-project-site/?category=Call Center Software&cta=call-center-software). [Overview](#product-overview) [Pricing](#product-pricing) [Our Review](#product-analyst-summary) [User Ratings](#user-sentiment-section) [Features](#product-benefits-features) [Analyst Ratings](#analyst-rating-section) [Comparison Charts](#product-comparison-charts) [Screenshots](#product-screenshots) Remove Add to Compare [![Avaya Software Tool](https://cdn.selecthub.com/products/d1ee59e20ad01cedc15f5118a7626099-d6c86170be8ea312cbb33553c911ae46/resources/normal/logo.png?1693316403)](https://www.selecthub.com/p/call-center-software/avaya/) [ ![Product Awards](https://www.selecthub.com/display/images/awards_badge.svg) ](#awards-section) Remove Add to Compare [![Bright Pattern Software Tool](https://cdn.selecthub.com/products/07d5938693cc3903b261e1a3844590ed-5cd10344e3e9ff56cfcbd01392c1b9c9/resources/normal/logo.png?1693318527)](https://www.selecthub.com/p/call-center-software/bright-pattern/) [ ![Product Awards](https://www.selecthub.com/display/images/awards_badge.svg) ](#awards-section) [Get Free Demo](https://pmo.selecthub.com/get-product-demo/?category=Call+Center+Software&product%5Fname=Avaya&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2Fd1ee59e20ad01cedc15f5118a7626099-d6c86170be8ea312cbb33553c911ae46%2Fresources%2Fnormal%2Flogo.png%3F1693316403) [Demo](https://pmo.selecthub.com/get-product-demo/?category=Call+Center+Software&product%5Fname=Avaya&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2Fd1ee59e20ad01cedc15f5118a7626099-d6c86170be8ea312cbb33553c911ae46%2Fresources%2Fnormal%2Flogo.png%3F1693316403) [Request Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Call+Center+Software&product%5Fname=Avaya&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2Fd1ee59e20ad01cedc15f5118a7626099-d6c86170be8ea312cbb33553c911ae46%2Fresources%2Fnormal%2Flogo.png%3F1693316403&price=2) [Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Call+Center+Software&product%5Fname=Avaya&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2Fd1ee59e20ad01cedc15f5118a7626099-d6c86170be8ea312cbb33553c911ae46%2Fresources%2Fnormal%2Flogo.png%3F1693316403&price=2) [Get Free Demo](https://pmo.selecthub.com/get-product-demo/?category=Call+Center+Software&product%5Fname=Bright%2BPattern&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F07d5938693cc3903b261e1a3844590ed-5cd10344e3e9ff56cfcbd01392c1b9c9%2Fresources%2Fnormal%2Flogo.png%3F1693318527) [Demo](https://pmo.selecthub.com/get-product-demo/?category=Call+Center+Software&product%5Fname=Bright%2BPattern&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F07d5938693cc3903b261e1a3844590ed-5cd10344e3e9ff56cfcbd01392c1b9c9%2Fresources%2Fnormal%2Flogo.png%3F1693318527) [Request Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Call+Center+Software&product%5Fname=Bright%2BPattern&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F07d5938693cc3903b261e1a3844590ed-5cd10344e3e9ff56cfcbd01392c1b9c9%2Fresources%2Fnormal%2Flogo.png%3F1693318527&price=2) [Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Call+Center+Software&product%5Fname=Bright%2BPattern&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F07d5938693cc3903b261e1a3844590ed-5cd10344e3e9ff56cfcbd01392c1b9c9%2Fresources%2Fnormal%2Flogo.png%3F1693318527&price=2) ### Products Insights Overall Rating Comparison [ Analyst Rating 97 Detailed Analysis ](#analyst-rating-section) [ User Sentiment ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) (658 Reviews) ](#user-sentiment-section) [ Analyst Rating 92 Detailed Analysis ](#analyst-rating-section) [ User Sentiment ![Excellent User Sentiment](https://www.selecthub.com/display/images/scores/excellent.svg) (251 Reviews) ](#user-sentiment-section) Price Starts From $30/User, Monthly Free Trial is unavailable → $70/User, Monthly [ Free Trial is available →](https://pmo.selecthub.com/free-trial/?product%5Fname=Bright Pattern&category=Call Center Software&product%5Flogo=https://d3uimxdj41cg3o.cloudfront.net/products/07d5938693cc3903b261e1a3844590ed-5cd10344e3e9ff56cfcbd01392c1b9c9/resources/normal/logo.png?1693318527) Pros What we like about Avaya and Bright Pattern: * Handles voice, email, chat and social media through a unified omnichannel platform * Reporting tools give you deep visibility into call center performance and agent effectiveness * Integrates with CRM and ERP systems to keep customer data connected across your stack * Intuitive interface makes it easier for agents to get up to speed quickly * Cloud-based setup means no on-premises hardware and easy scaling as your needs change * Intelligent routing and automation tools — including chatbots and IVR — handle routine inquiries without agent involvement Cons What we dislike about Avaya and Bright Pattern: * Implementation complexity can be a real challenge without dedicated IT resources * Users report frequent outages and downtime that disrupt operations * Customer support has drawn complaints for slow response times and limited technical depth * Reporting has gaps, especially around real-time data and the ability to build custom reports * The interface can feel overwhelming for new users, requiring more training time than expected * Setting up integrations with other tools often needs extra development work or custom connectors ### Our Review **Bottom line:** Avaya is built for large enterprises that need a full-featured, deeply integrated contact center platform and have the IT resources to manage it. Bright Pattern is a better fit if you want a cloud-based solution that's easier to set up and use, especially if you're a mid-sized operation focused on omnichannel service. Both products support voice, email, chat and social media, but they take different approaches. Avaya's strength is in its breadth — workforce engagement tools, customizable dashboards, advanced routing and extensive CRM and ERP integrations. Bright Pattern keeps things more focused, with a cleaner interface and routing automation that includes predictive dialers, IVR and AI-assisted quality management. Reporting is where they diverge most. Avaya's analytics tools are more comprehensive and better suited for data-heavy environments. Bright Pattern's reporting works well for day-to-day visibility, but users note it can fall short when you need granular customization or deeper performance analysis. On pricing, Avaya starts at $30 per user per month and Bright Pattern starts at $70 per user per month. Avaya is the lower entry point, though the overall cost of ownership tends to be higher once you factor in implementation complexity and support needs. Bright Pattern's higher per-user price reflects its cloud-native model and lower IT overhead. If reliability is a concern, it's worth noting that Avaya users have flagged outages and slow customer support responses as recurring issues. Bright Pattern's main tradeoffs are on the reporting and integration setup side. Neither is without friction, but the friction shows up in different places depending on what you prioritize. ### Analyst Rating Summary Overall Scores Based on the research and analysis by SelectHub's team of research analysts, Avaya has an analyst rating of 97\. By comparison Bright Pattern has an analyst rating of 92. 97 92 Features Comparison **Calling Capabilities** Effortlessly connect with customers using crystal-clear voice and reliable calling features that make every conversation smooth and professional. 96 95 **Call Routing System** Effortlessly connect every caller to the right agent on the first try, saving everyone time and ensuring your customers feel heard immediately. 100 88 **Collaboration** Let your agents quickly consult with internal experts or supervisors during a live call to solve complex customer issues instantly and accurately. 100 71 [Show More](#) [Show More](https://pmo.selecthub.com/customize-data/?category=Call Center Software) Strengths The best features of Avaya and Bright Pattern as judged by user reviews and analyst validation. Call Routing System Collaboration Mobile Capabilities Platform Capabilities Voice Intelligence and Analytics Mobile Capabilities Voicemail and Messaging Platform Capabilities Voice Intelligence and Analytics Calling Capabilities ### Analyst Ratings for Functional Requirements [Customize This Data](#) [Customize This Data](https://pmo.selecthub.com/customize-data/?category=Call Center Software) How Avaya and Bright Pattern compare against the top 9 functional requirements as defined by SelectHub project data. Avaya Bright Pattern \+ Add Product [\+ Add Product](https://pmo.selecthub.com/customize-data/?category=Call Center Software) Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence AndAnalytics Voicemail AndMessaging Workforce Management 96 100 100 88 100 94 100 100 88 95 88 71 88 100 94 97 100 91 0 25 50 75 100 Implementation Level of Effort Estimation **Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. [Read more](#) **Tier 2:** Supported with workarounds or add-ons that may require additional costs. **Tier 3:** Requires partner integrations or custom development that is often at an additional cost. **Calling Capabilities** Effortlessly connect with customers using crystal-clear voice and reliable calling features that make every conversation smooth and professional. 96% 0% 4% 96% 0% 4% **Call Routing System** Effortlessly connect every caller to the right agent on the first try, saving everyone time and ensuring your customers feel heard immediately. 100% 0% 0% 88% 0% 12% **Collaboration** Let your agents quickly consult with internal experts or supervisors during a live call to solve complex customer issues instantly and accurately. 100% 0% 0% 43% 0% 57% **Dialers** Automate outbound calls to your contact list for sales and reminders, so your agents spend less time dialing and more time engaging with customers. 88% 0% 12% 88% 0% 12% **Mobile Capabilities** Manage your entire contact center and let agents handle calls from any location using their preferred device, ensuring uninterrupted service and flexibility. 100% 0% 0% 100% 0% 0% **Phone System** Manage all your business calls reliably through an internet connection, making it easy to scale your operations without buying expensive, traditional phone hardware. 94% 0% 6% 94% 0% 6% **Voice Intelligence And Analytics** Understand exactly what your customers are feeling and what your best agents are saying by automatically analyzing every spoken word. 100% 0% 0% 86% 0% 14% **Voicemail And Messaging** Allow customers to easily leave you a voice or text message if they cannot connect with an agent, so you never miss an important opportunity. 100% 0% 0% 100% 0% 0% **Workforce Management** Optimize your scheduling and forecasting to ensure you always have the right number of agents available to meet predicted customer demand and call volume. 83% 0% 17% 83% 0% 17% **Customize This Data For Your Unique Needs** and compare feature capabilities head-to-head [CUSTOMIZE NOW](#) [CUSTOMIZE NOW](https://pmo.selecthub.com/customize-data/?category=Call Center Software) ### Analyst Ratings for Technical Requirements [Customize This Data](#) [Customize This Data](https://pmo.selecthub.com/customize-data/?category=Call Center Software) Implementation Level of Effort Estimation **Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. [Read more](#) **Tier 2:** Supported with workarounds or add-ons that may require additional costs. **Tier 3:** Requires partner integrations or custom development that is often at an additional cost. **Platform Capabilities** Integrate all your critical business tools, like your customer relationship management system, so agents have a complete view of the customer instantly. 100% 0% 0% 100% 0% 0% **Requirements Summary** Of typical requirements, 96.3% are fully supported out of the box by Avaya including Call Routing System, Collaboration and Mobile Capabilities. Bright Pattern supports 87.7% and excels at Mobile Capabilities, Voicemail And Messaging and Phone System. Avaya has an analyst rating of 97 and a user sentiment rating of 'great' based on 658 reviews, while Bright Pattern has an analyst rating of 92 and a user sentiment rating of 'excellent' based on 251 reviews. ### User Sentiment Summary Avaya has a user sentiment rating of 81 based on 658 reviews. Bright Pattern has a user sentiment rating of 92 based on 251 reviews. ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) 658 reviews ![Excellent User Sentiment](https://www.selecthub.com/display/images/scores/excellent.svg) 251 reviews Synopsis Evaluating all review platforms, our market analysts have compiled the following user sentiment data. 81% of users recommend this product Avaya has a 'great' User Satisfaction Rating of 81% when considering 658 user reviews from 3 recognized software review sites. 92% of users recommend this product Bright Pattern has a 'excellent' User Satisfaction Rating of 92% when considering 251 user reviews from 4 recognized software review sites. User Review Scores **G2.com, Inc** n/a **4.2** (55) **Software Advice, Inc** **4.2** (35) **4.73** (98) **Capterra Inc** n/a **4.7** (95) **Gartner, Inc** **4.2** (377) n/a **TrustRadius** **3.8** (246) **5.0** (3) ### Awards SelectHub awards earned by these products based on a comprehensive analysis by our research analysts. SelectHub research analysts have evaluated Avaya and concluded it deserves the award for the Best Overall Call Center Software available today and earns best-in-class honors for Call Routing System, Collaboration and Voicemail and Messaging. ![Analysts' Pick Award]() ![Call Routing System Award]() Show more ![Collaboration Award]() ![Voicemail and Messaging Award]() SelectHub research analysts have evaluated Bright Pattern and concluded it earns best-in-class honors for Voicemail and Messaging. Bright Pattern stands above the rest by achieving an ‘Excellent’ rating as a User Favorite. ![User Favorite Award]() ![Voicemail and Messaging Award]() ### Product Assistance Training Resources Documentation In Person Live Online Videos Webinars Documentation In Person Live Online Videos Webinars Support Email Phone Chat FAQ Forum Knowledge Base 24/7 Live Support Email Phone Chat FAQ Forum Knowledge Base 24/7 Live Support ### Product Basics Company Size i Small Medium Large Small Medium Large Platforms Supported Windows Mac Linux Android Chromebook Windows Mac Linux Android Chromebook Deployment Supported Cloud On-Premise Mobile Cloud On-Premise Mobile Comparison of Top Alternatives [ Avaya Alternatives](https://www.selecthub.com/call-center-software/avaya/alternatives/) [ Bright Pattern Alternatives](https://www.selecthub.com/call-center-software/bright-pattern/alternatives/) ### Screenshots ![Screenshots]()![Screenshots]()![Screenshots]() ![Screenshots]()![Screenshots]()![Screenshots]() ### Key Features * **Omnichannel routing** – Handles interactions across voice, email, chat and social media, routing them to agents with matching skills and directing calls intelligently based on agent availability and qualifications. * **Reporting and analytics** – Gives you customizable dashboards and comprehensive reporting across call center performance, agent metrics and customer trends to support data-driven decisions. * **Workforce engagement** – Includes scheduling, forecasting, quality management scoring and coaching tools, with gamification mechanics to keep agents engaged and productive. * **Contact automation** – Lets you deploy virtual agents and automate outbound notifications, alerts, voice calls and emails to handle customer communication at scale. * **Omnichannel routing** – Routes inbound and outbound interactions across voice, email, chat and social media to the most appropriate agent, with same-region routing for more personalized service. * **Reporting and analytics** – Tracks real-time stats for agents, queues and campaigns with configurable alerts, and connects with tools like Tableau, Zoho Reports and Google Data Studio. * **Predictive dialer** – Automatically dials lists of numbers and connects agents only to live calls, with answering machine detection and safe calling windows based on postal codes to maximize contact rates. * **CTI integration** – Centralizes customer information during calls by integrating with CRMs like Salesforce, Zendesk, Freshdesk and Oracle Cloud Service, so agents have full context before they say hello. ### Top Alternatives in Call Center Software [ Amazon Connect ](https://www.selecthub.com/p/call-center-software/amazon-connect/) [ Bright Pattern ](https://www.selecthub.com/p/call-center-software/bright-pattern/) [ CallHippo ](https://www.selecthub.com/p/virtual-phone-systems/callhippo/) [ Cisco Contact Center ](https://www.selecthub.com/p/call-center-software/cisco-contact-center/) [ CXone ](https://www.selecthub.com/p/customer-experience-software/cxone/) [ Dialpad Contact Center ](https://www.selecthub.com/p/call-center-software/dialpad-contact-center/) [ Engage Voice for Zendesk ](https://www.selecthub.com/p/call-center-software/engage-voice-for-zendesk/) [ Five9 ](https://www.selecthub.com/p/call-center-software/five9/) [ Genesys Cloud CX ](https://www.selecthub.com/p/call-center-software/genesys-cloud/) [ RingCentral Contact Center ](https://www.selecthub.com/p/call-center-software/ringcentral-contact-center/) ### Head-to-Head Comparison ![Avaya Software Tool]() ![8x8 Software Tool]() [Avaya VS 8x8](https://www.selecthub.com/call-center-software/8x8-vs-avaya/) ![Avaya Software Tool]() ![Amazon Connect Software Tool]() [Avaya VS Amazon Connect](https://www.selecthub.com/call-center-software/avaya-vs-amazon-connect/) ![Avaya Software Tool]() ![Bright Pattern Software Tool]() [Avaya VS Bright Pattern](https://www.selecthub.com/call-center-software/avaya-vs-bright-pattern/) ![Avaya Software Tool]() ![Cisco Contact Center Software Tool]() [Avaya VS Cisco Contact Center](https://www.selecthub.com/call-center-software/avaya-vs-cisco-contact-center/) ![Avaya Software Tool]() ![Dialpad Contact Center Software Tool]() [Avaya VS Dialpad Contact Center](https://www.selecthub.com/call-center-software/avaya-vs-dialpad-contact-center/) ![Avaya Software Tool]() ![Engage Voice for Zendesk Software Tool]() [Avaya VS Engage Voice for Zendesk](https://www.selecthub.com/call-center-software/avaya-vs-engage-voice-for-zendesk/) ![Avaya Software Tool]() ![Five9 Software Tool]() [Avaya VS Five9](https://www.selecthub.com/call-center-software/five9-vs-avaya/) ![Avaya Software Tool]() ![Genesys Cloud CX Software Tool]() [Avaya VS Genesys Cloud CX](https://www.selecthub.com/call-center-software/avaya-vs-genesys-cloud/) ![Avaya Software Tool]() ![LiveOps Software Tool]() [Avaya VS LiveOps](https://www.selecthub.com/call-center-software/liveops-vs-avaya/) ![Avaya Software Tool]() ![RingCentral Contact Center Software Tool]() [Avaya VS RingCentral Contact Center](https://www.selecthub.com/call-center-software/avaya-vs-ringcentral-contact-center/) ![Avaya Software Tool]() ![TalkDesk Software Tool]() [Avaya VS TalkDesk](https://www.selecthub.com/call-center-software/avaya-vs-talkdesk/) ![Avaya Software Tool]() ![Vonage Contact Center Software Tool]() [Avaya VS Vonage Contact Center](https://www.selecthub.com/call-center-software/avaya-vs-vonage-contact-center/) **About SelectHub (and our data)** We’re the employee-owned Austin-based startup democratizing software data so you can make your decisions in an influence-free zone. Our market data is crowdsourced from our user-base of 100,000+ companies. WE DISTILL IT INTO REAL REQUIREMENTS, COMPARISON REPORTS, PRICE GUIDES and more... ![SelectHub Products Reporting and Analytics]() [ Build Your Requirements](https://pmo.selecthub.com/call-center-software-requirements-onsi/) ![SelectHub Products Cost and Pricing Guide]() [ Get Your Free Comparison Report](https://pmo.selecthub.com/request-custom-scorecard/?category=Call%20Center%20Software) **Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. Fully or moderately supported out-of-the-box with industry-leading capabilities and is immediately available after installation without needing any add-ons, integrations, or custom development. **Tier 2:** Supported with workarounds or add-ons that may require additional costs. Not directly available in the software, but can be accomplished using other built-in features, workarounds, or add-ons/products from the vendor with or without any additional cost. **Tier 3:** Requires partner integrations or custom development that is often at an additional cost. Requires additional integrations, plugins, marketplace applications from a third-party vendor, or custom development using the APIs, libraries, extensions, and development framework supported by the software, with or without any additional cost. 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