Yes (preferred U.S. carriers Yes are AT&T, Lumen, & Verizon) Yes Additional NRC: No Yes (Xconnect - 50 seats Additional NRC: Yes min.) Can customer leverage Additional NRC: Yes (if Additional MRC: Yes Yes Yes third-party SIP trunk carrier is not already (minimal usage cost for the Additional MRC: Yes Additional NRC: Yes (12 carrier for phone certied by Avaya) agent leg) Additional NRC: No Additional NRC: No add-on hours for pro. lines/numbers? Redundancy Strategy: services) Additional MRC: Yes Redundancy Strategy: BYOC (Bring Your Own Would require multiple Additional MRC: Yes, once Additional MRC: Yes If so, is there an additional ($0.008/minute) Support BYOC through a Carrier) SIP trunks between Five9 BYOC minutes allotment Additional MRC: pending NRC or MRC cost? SIP interconnect. and customer. is exceeded. Redundancy Strategy: Redundancy Strategy: Proprietary standard, Recommend leveraging Redundancy Strategy: If applicable, note Avaya supports redundant best-in-class redundancy, All calls will have SIP Redundancy Strategy: diverse carriers to ensure Recommend SIP trunks to recommended BYOC SIP trunks from the BYOC including fallback phone trunked to and from the pending redundancy. both U.S. East and West redundancy strategy. and can support number and carriers. Auto Five9 platform to be for geographic redundant SBCs on the load balance the BYOC processed. SIP trunks can redundancy. carrier side calls through two media be over the Internet, layers for the agent VoIP Five9's MPLS, or leg. customer's MPLS. Inbound Voice, Outbound Inbound Voice, Outbound Inbound Voice, Outbound Inbound Voice, Outbound Inbound Voice, Outbound Inbound Voice, Outbound Voice Options available voice channels Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Voice: Outbound Dialer Types of outbound dialers Power, Preview, Compliant), Power, Compliant) (third-party), Compliant), Power, Compliant), Power, Predictive, Preview, Options offered by vendor Progressive Predictive, Preview, Power, Predictive, Predictive, Preview, Predictive, Preview, Progressive Progressive Preview, Progressive Progressive Progressive (third-party) Chat (Agent), Co-browse, Email, Fax, Generic Object Chat (Agent), Co-browse, Chat (Agent), Email, Chat (Agent), Co-browse, Chat (Agent), Co-browse, (roadmap), MMS Chat (Agent), Co-browse, Email (third-party), MMS Generic Object, SMS Email, SMS (Inbound), SMS non-voice options for Email, SMS (Inbound), SMS (Inbound), MMS Email, SMS (Inbound), SMS (Inbound), MMS Digital Channels (Inbound), SMS (Outbound), Social Media communication offered (Outbound), Social Media, (Outbound), SMS (Outbound), Social Media, (Outbound), SMS (Outbound), Social Media, (roadmap), Video (third- Video (Inbound), SMS Video (Inbound), SMS Video party) (Outbound), Social Media, (Outbound), Social Media Video (third-party) Apple Business Chat, Facebook, LINE Facebook, Instagram, Apple Business Chat, Apple Business Chat, Messaging, LinkedIn LinkedIn, Slack, Twitter, Facebook, Instagram Social media and related Apple Business Chat, Facebook, Instagram (third-party), Twitter, WeChat, WhatsApp, (roadmap), LinkedIn Social Channels applications that vendor Facebook, Slack, (roadmap), LinkedIn, Slack, WhatsApp WeChat (third-party), YouTube (roadmap), Slack, Twitter, can intelligently queue WhatsApp Twitter, WeChat, WhatsApp, YouTube WeChat (roadmap), WhatsApp (third-party) WhatsApp Full List Does contact center solution include customer Native CRM Included Yes No No Yes No No relationship management capabilities natively? Is solution provider participating in Microsoft Microsoft Teams Certied Teams Connected contact No Yes Yes Yes Roadmap No center certication program? Pre-built: Microsoft Pre-built: Microsoft Pre-built: Bullhorn, Dynamics, Microsoft Pre-built: Authority, Dynamics, Microsoft Microsoft Dynamics, Teams, Salesforce, Freshdesk, HubSpot, Teams, NetSuite, Oracle, NetSuite, Oracle, Zendesk Kustomer, Microsoft Pre-built: Microsoft Salesforce, ServiceNow, Salesforce, SAP, Pre-built: EPIC, Microsoft 3rd-party SaaS solutions Dynamics, Oracle, Cloud App Integration Dynamics, Microsoft Zendesk, Zoho ServiceNow, Zendesk, Dynamics, Salesforce, with which the supplier Via custom API: EPIC Salesforce, ServiceNow, (Pre-built) Teams, Salesforce, more ServiceNow, Zendesk, has pre-built integrations (through NovelVox CTI Zendesk ServiceNow Via custom API: EPIC Zoho Connector), Freshdesk, (through SpinSci Via custom API: EPIC HubSpot, NetSuite, Via custom API: NetSuite, partnership), Freshdesk, (through Acqueon Oracle, SAP, ServiceNow, SAP, Zoho HubSpot, SAP, more partnership) Zoho, more Database of 3rd-party applications vendor can source and has established Enterprise App Store n/a Yes Yes Yes Yes n/a pre-built integrations with to augment native functionality Agent Assist, Agent Coaching (QA), Chat Bot, Personality Routing, Real- time Sentiment Analysis, Agent Assist, Agent Native: Agent Assist, Chat Voice Bot (IVA), WFM, Coaching (QA), Chat Bot, Agent Assist, Agent Bot, Real-time Sentiment Workow Automation Personality Routing, Real- Coaching (QA), Chat Bot, Agent Assist, Agent Analysis, Voice Bot (IVA) (RPA) time Sentiment Analysis, Personality Routing, Real- Agent Assist, Agent Coaching (QA), Chat Bot, Voice Bot (IVA), WFM, time Sentiment Analysis, Coaching (QA), Chat Bot, Personality Routing, Real- Third Party: Agent Five9 Articial Intelligence Workow Automation Voice Bot (IVA), WFM, Personality Routing, Real- time Sentiment Analysis, Coaching (QA), Personality (AI) includes Natural Articial Intelligence AI capabilities available (RPA) Workow Automation time Sentiment Analysis, Voice Bot (IVA), WFM, Routing, WFM, Workow Language Processing Offering through CCaaS vendor (RPA) Voice Bot (IVA), WFM Workow Automation Automation (RPA) (NLP), Machine Learning Virtual assistants, IVR with (RPA) (ML), Intelligent Virtual natural language Genesys AI assists with Roadmap: Workow Conversational IVR as well Assistants (IVA), and processing, real-time forecasting to optimize the Automation (RPA) Voicebots powered by as chat and voice enabled Chatbots through speech transcription with resources required to Google AI, more virtual agents partnerships with Google intent analysis and meet service needs. powered by (CCAI), IBM Watson, trending conversational AI Microsoft Cognitive Services, and Salesforce Einstein AI (Amazon) applications. Does provider leverage a proprietary/native Platform platform or leverage a Native Native Native Native Native Native platform via third-party partnership?