Top CCaaS Providers

Five9, NICE CXONE, Talkdesk, Genesys

Workforce Optimization (WFO) includes Proprietary WFO; partner Proprietary WFO; partner Workforce Management Proprietary WFO; Partner with CSI, Envision, Partner with Calabrio, with Teleopti, Verint (WFM) - agent scheduling with Calabrio, Call Miner, Proprietary WFO; can Loxysoft, Observe.ai, Observe.ai, Workforce Optimization Avaya Workforce (Monet), and others and forecasting - as well as NICE, Verint; can integrate integrate with any 3rd- PlayVox, Teleopti, Tethr, SuccessKPI, and Verint; Offerings Engagement Suite through AppFoundry; Quality Monitoring (QM) - with many 3rd-party party solution Verint (Monet); can can integrate with any 3rd- integration with 3rd-party recording analytics, solutions integrate with any 3rd- party solution solutions customer surveys, party solution coaching tools. provider will sell WFO WFO Offered Standalone No No No No No No standalone GDPR, HIPAA, PCI, SOC 2, ISO 27001, ISO 27018, GDPR, HIPAA, PCI, SOC 2 Regulatory compliances CCPA, FedRAMP, GDPR, Compliance GDPR, HIPAA, PCI GDPR, HIPAA, PCI, SOC 2 HITRUST GDPR, HIPAA, PCI, SOC 2 the supplier meets HIPAA, PCI, SOC 2 Roadmap: FedRAMP Roadmap: FedRAMP Key customer wins Atento, Engagent Health, Aac, Aviva, CVS, FedEx, Carmax, Empire Today, Google Fitbit, Instacart, Notable Clients (references available upon Case Studies IBM, OpenTable, Peloton Hydro Ottawa McKesson, Siemens LinkedIn, Valvoline Turo request) Verticals in which supplier BPO, Healthcare, Higher Finance, Healthcare, Energy/Utilities, Finance, Legal, Retail, Healthcare, Finance, Healthcare, IoT, Top Customer Verticals has historically had the Finance, Healthcare, Retail Education Manufacturing Healthcare, Hospitality Financial Services Retail most success On-Site Implementation / Does the supplier charge Yes Yes (25+ seats) Yes Yes Yes Yes Training extra for these services? Implementation Description or link Available Upon Request Available Upon Request Implementation Overview Available Upon Request Available Upon Request Available Upon Request Overview providing further detail does provider integrate with external Knowledge Base(s) or offer its own Integrated Knowledge Base for Knowledge Base Integrated Integrated Native Native Integrated customer to populate the Native CCaaS platform to reference in AI or Agent Assist situations? 11 Utility Patents around real-time smartphone and in-App actions, including Visual IVR and biometric user validation from a smart device (e.g.use your Genesys Cloud CX face or thumbprint to Ability to add Avaya CPaaS platform is engineered to authenticate yourself in AppConnect marketplace communications-enabled deliver 100% availability real-time) with pre-integrated free business applications, NPS of 90 for pro services trials (30-45 day) of including AI virtual agents, All deployments use at Synchronous & and NPS of 88 for Day 2 CCAAS tools like WFM, social media hub, least three Amazon asynchronous chat support in 2022 QM, Dialers and advanced knowledge management, availability zones in an Industry leader with inclusive of SMS/MMS, analytics voice biometrics, multi- active-active-active robust omni-channel and photo, video, screenshots, unique features of the Five9 Workforce Differentiators factor authentication, and architecture, and are load- workforce optimization and push notications to a provider Automation (WFA) Commissions are paid on language translations balanced across multiple solutions, including speech smart device. solution can streamline a AppConnect revenue AZs analytics and AI variety of tasks such as Native AI agent assist can Chosen by Google as its emailing an invoice or Global availability in over deliver screen prompts to If issues are detected, the CCaaS platform and can be saving notes to a case. 100 countries with employees based on trafc is spread across the purchased through the industry leading MOS keywords/phrases spoken remaining healthy Google marketplace, score of 4.3 by customers Genesys Cloud CX which will retire Google instances licensing quota Email routing is handled by CRM as Ujet doesn't store any customer data. Ujet can provide a front-end web form