The Top CCaaS Providers 2023

Avaya, Five9, Genesys, NICE, Talkdesk, ujet

Provider link to provider's Avaya Five9 Genesys Cloud NICE CXone Talkdesk UJET Path nder pro le (PureCloud) HQ Supplier's headquarters Durham, NC San Ramon, CA Daly City, CA Sandy, UT San Francisco, CA San Francisco, CA # Employees number of in-house 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 Public / Private Privately owned or Public: AVYA Public: FIVN Private Public: NICE Private Private publicly traded solution be Can the CCaaS Sold Standalone? sold without bundling Yes Yes Yes Yes Yes Yes UCaaS offering (if applicable)? Minimum Seat Count / # of seats or MRC MRC minimum required to 5 seats 3 seats $2,000 MRC $2,000 MRC 5 seats 5 seats engage Sweet Spot Ideal opportunities for the 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 d Concurrent Concurrent Concurrent (share 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) ext full Usage Billing How supplier charges per- bill in 6 second increments bill in 6 second increments bill in 6 second increments bill in 6 second increments round up to next full round up to n minute usage minute minute Ports / Call Paths # of concurrent 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 Resellers UCaaS providers who can No AT&T, CallTower, CBTS, No GoTo, Momentum, No In process resell the CCaaS solution net2phone RingCentral ic Quadrant This provider's placement Gartner Mag in Gartner's Magic not ranked Challengers Leaders Leaders Leaders not ranked 2022 Quadrant for the industry Companies acquired and Brand Embassy, Key Acquisitions integrated into the Spoken Communications Inference, Virtual Interactive Intelligence ContactEngine, GoMoxie, n/a n/a supplier's offering Observer (CSI), WhenDu Mattersight, MindTouch, Satmetrix APAC: Melbourne, Tokyo, Sydney APAC: Mumbai, Seoul, APAC: India, Singapore, Location of supplier's data EMEA: Dublin, Frankfurt, EMEA: Amsterdam, Sydney, Tokyo APAC: Melbourne, APAC: Japan, Singapore Sydney, Tokyo centers London Dublin, Frankfurt, Slough SIngapore, Sydney, Tokyo EMEA: Dublin, Frankfurt, EMEA: Germany, Ireland EMEA: Dublin, Frankfurt APAC: Asia-Paci c LATAM: Brazil LATAM: São Paulo London EMEA: Frankfurt, London, Manchester, Munich LATAM: Brazil LATAM: São Paulo Datacenter Locations EMEA: Europe, Middle NA: Oregon, VIrginia NA: Ashburn (VA), Atlanta, NA: Canada, Ohio, East, Africa Chicago, Montreal, Santa Oregon, Virginia LATAM: São Paulo NA: Oregon, Virginia NA: San Francisco, Virginia Third Party: Avaya CCaaS Clara, Toronto LATAM: Latin America is hosted on Azure cloud Third-Party: Genesys is NA: Culpeper, Dallas, Los Third-Party: Talkdesk is Third-Party: UJET is and leverages the global Third-Party: Five9 is hosted on AWS cloud and Angeles, Miami, Montreal, hosted on AWS cloud and hosted on AWS cloud and AWS Cloud AWS NA: North America Azure Cloud footprint. partially hosted on Google leverages the Toronto leverages the global GCP and leverages the footprint in California, Cloud footprint. AWS Cloud and GCP and leverages the global GCP footprint in Oregon, Ohio and Virginia. GCP Footprints. global Australia, Brazil, Canada, Ireland, and Japan Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 26