CCaaS Comparison Chart
The top CCaaS Providers 2022
The Top CCaaS Providers in 2023
Five9, Genesys, NICE, Talkdesk, ujet
CCaaS Matrix link to provider's Genesys Cloud Provider Avaya Five9 NICE CXone Talkdesk UJET Pathnder prole (PureCloud) HQ Supplier's headquarters Durham, NC San Ramon, CA Daly City, CA Sandy, UT San Francisco, CA San Francisco, CA number of in-house # Employees 7,900 2,000 5,000 6,500 2,000 210 employees Year supplier began 1st Year Offering CCaaS offering contact center 2020 2001 2015 1997 2015 2015 services Privately owned or Public / Private Public: AVYA Public: FIVN Private Public: NICE Private Private publicly traded Can the CCaaS solution be sold without bundling Sold Standalone? Yes Yes Yes Yes Yes Yes UCaaS offering (if applicable)? # of seats or MRC Minimum Seat Count / minimum required to 5 seats 3 seats $2,000 MRC $2,000 MRC 5 seats 5 seats MRC engage Ideal opportunities for the Sweet Spot 5-5,000 seats 25-8,000 seats 30-1,000 seats 25-5,000+ seats 5-10,000 seats 25-30,000 seats provider Named (one for every agent) Concurrent Concurrent (shared Concurrent Concurrent Concurrent (ICB) Concurrent Available Pricing Models between agents, i.e. Concurrent Named working in shifts) Named Named Named Named Usage-Based Usage-Based (pay by hour, per minute, or per chat) How supplier charges per- round up to next full round up to next full Usage Billing bill in 6 second increments bill in 6 second increments bill in 6 second increments bill in 6 second increments minute usage minute minute # of concurrent call paths Ports / Call Paths 2 ports 3 ports unlimited 3 ports 1 port unlimited per agent license Does the supplier offer an in-house UCaaS Native UCaaS Offering experience (i.e. same Yes No Yes No Yes No manufacturer / UX / pane of glass)? UCaaS providers who can AT&T, CallTower, CBTS, GoTo, Momentum, UCaaS Resellers No No No In process resell the CCaaS solution net2phone RingCentral This provider's placement Gartner Magic Quadrant in Gartner's Magic not ranked Challengers Leaders Leaders Leaders not ranked 2022 Quadrant for the industry Brand Embassy, Companies acquired and Inference, Virtual ContactEngine, GoMoxie, Key Acquisitions integrated into the Spoken Communications Interactive Intelligence n/a n/a Observer (CSI), WhenDu Mattersight, MindTouch, supplier's offering Satmetrix APAC: Melbourne, Tokyo, Sydney APAC: Mumbai, Seoul, APAC: India, Singapore, EMEA: Amsterdam, Sydney, Tokyo APAC: Japan, Singapore Sydney, Tokyo Location of supplier's data EMEA: Dublin, Frankfurt, APAC: Melbourne, Dublin, Frankfurt, Slough centers London SIngapore, Sydney, Tokyo EMEA: Dublin, Frankfurt, EMEA: Germany, Ireland EMEA: Dublin, Frankfurt LATAM: São Paulo London APAC: Asia-Pacic LATAM: Brazil EMEA: Frankfurt, London, LATAM: Brazil LATAM: São Paulo Manchester, Munich NA: Ashburn (VA), Atlanta, NA: Canada, Ohio, Datacenter Locations EMEA: Europe, Middle NA: Oregon, VIrginia Chicago, Montreal, Santa Oregon, Virginia NA: Oregon, Virginia NA: San Francisco, Virginia East, Africa LATAM: São Paulo Clara, Toronto Third Party: Avaya CCaaS Third-Party: Genesys is Third-Party: Talkdesk is Third-Party: UJET is LATAM: Latin America is hosted on Azure cloud NA: Culpeper, Dallas, Los Third-Party: Five9 is hosted on AWS cloud and hosted on AWS cloud and hosted on AWS cloud and and leverages the global Angeles, Miami, Montreal, partially hosted on Google leverages the AWS Cloud leverages the global AWS GCP and leverages the NA: North America Azure Cloud footprint. Toronto GCP and leverages the footprint in California, Cloud footprint. global AWS Cloud and global GCP footprint in Oregon, Ohio and Virginia. GCP Footprints. Australia, Brazil, Canada, Ireland, and Japan
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?
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
