Yes (preferred U.S. carriers Yes are AT&T, Lumen, & Yes Verizon) Additional NRC: No Yes (Xconnect - 50 seats Can customer leverage Additional NRC: Yes (if Additional NRC: Yes min.) Additional MRC: Yes third-party SIP trunk carrier is not already Yes Yes (minimal usage cost for the carrier for phone certi ed by Avaya) Additional MRC: Yes Additional NRC: Yes (12 agent leg) Additional NRC: No Additional NRC: No hours for pro. lines/numbers? add-on Additional MRC: Yes Redundancy Strategy: services) Redundancy Strategy: BYOC (Bring Your Own If so, is there an additional ($0.008/minute) Would require multiple Additional MRC: Yes, once Additional MRC: Yes Support BYOC through a Carrier) NRC or MRC cost? SIP trunks between Five9 BYOC minutes allotment Additional MRC: pending SIP interconnect. Redundancy Strategy: and customer. is exceeded. Redundancy Strategy: Proprietary standard, If applicable, note Avaya supports redundant Recommend leveraging Redundancy Strategy: best-in-class redundancy, recommended BYOC SIP trunks from the BYOC All calls will have SIP Redundancy Strategy: diverse carriers to ensure Recommend SIP trunks to including fallback phone redundancy strategy. and can support trunked to and from the pending redundancy. both U.S. East and West number and carriers. Auto redundant SBCs on the Five9 platform to be for geographic the BYOC processed. SIP trunks can redundancy. load balance carrier side be over the Internet, calls through two media Five9's MPLS, or layers for the agent VoIP customer's MPLS. leg. Voice Options available voice channels Inbound Voice, Outbound Inbound Voice, Outbound Inbound Voice, Outbound Inbound Voice, Outbound Inbound Voice, Outbound Inbound Voice, Outbound 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, Chat (Agent), Email, Email, Fax, Generic Object Chat (Agent), Co-browse, Chat (Agent), Co-browse, Generic Object, SMS Chat (Agent), Co-browse, (roadmap), MMS Chat (Agent), Co-browse, Email, SMS (Inbound), SMS Email (third-party), MMS Digital Channels non-voice options for (Inbound), SMS Email, SMS (Inbound), SMS (Inbound), MMS Email, SMS (Inbound), SMS (Outbound), Social Media (Inbound), MMS communication offered (Outbound), Social Media, (Outbound), Social Media, (Outbound), SMS (Outbound), Social Media, (roadmap), Video (third- (Outbound), SMS Video Video (Inbound), SMS Video party) (Inbound), SMS (Outbound), Social Media, (Outbound), Social Media Video (third-party) Apple Business Chat, Apple Business Chat, Facebook, LINE Facebook, Instagram, Apple Business Chat, Social media and related Apple Business Chat, Facebook, Instagram Messaging, LinkedIn LinkedIn, Slack, Twitter, Facebook, Instagram Social Channels applications that vendor Facebook, Slack, (roadmap), LinkedIn, Slack, (third-party), Twitter, WeChat, WhatsApp, (roadmap), LinkedIn WhatsApp can intelligently queue WhatsApp Twitter, WeChat, WeChat (third-party), YouTube (roadmap), Slack, Twitter, WhatsApp WhatsApp, YouTube WeChat (roadmap), (third-party) WhatsApp Full List Does contact center Native CRM Included solution include customer Yes No No Yes No No relationship management capabilities natively? Is solution provider participating in Microsoft Microsoft Teams Certi ed Teams Connected contact No Yes Yes Yes Roadmap No center certi cation program? Pre-built: Microsoft Pre-built: Microsoft Pre-built: Bullhorn, Dynamics, Microsoft Dynamics, Microsoft Microsoft Dynamics, Pre-built: Authority, Teams, NetSuite, Oracle, Teams, Salesforce, NetSuite, Oracle, Freshdesk, HubSpot, Pre-built: Microsoft Salesforce, ServiceNow, Zendesk Salesforce, SAP, Pre-built: EPIC, Microsoft Kustomer, Microsoft Cloud App Integration 3rd-party SaaS solutions Dynamics, Microsoft Zendesk, Zoho ServiceNow, Zendesk, Dynamics, Salesforce, Dynamics, Oracle, (Pre-built) with which the supplier Teams, Salesforce, Via custom API: EPIC more ServiceNow, Zendesk, Salesforce, ServiceNow, has pre-built integrations ServiceNow Via custom API: EPIC (through NovelVox CTI Zoho Zendesk (through SpinSci Connector), Freshdesk, Via custom API: EPIC partnership), Freshdesk, HubSpot, NetSuite, (through Acqueon Via custom API: NetSuite, more Oracle, SAP, ServiceNow, partnership) SAP, Zoho HubSpot, SAP, more Zoho, Database of 3rd-party applications vendor can Enterprise App Store source and has established n/a Yes Yes Yes Yes n/a pre-built integrations with native to augment functionality Agent Assist, Agent Coaching (QA), Chat Bot, Personality Routing, Real- Agent Assist, Agent time Sentiment Analysis, Native: Agent Assist, Chat Coaching (QA), Chat Bot, Voice Bot (IVA), WFM, Agent Assist, Agent Bot, Real-time Sentiment Personality Routing, Real- Work ow Automation Coaching (QA), Chat Bot, Agent Assist, Agent Analysis, Voice Bot (IVA) time Sentiment Analysis, (RPA) 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 Work ow Automation Five9 Arti cial Intelligence Voice Bot (IVA), WFM, Personality Routing, Real- time Sentiment Analysis, Coaching (QA), Personality Arti cial Intelligence AI capabilities available (RPA) (AI) includes Natural Work ow Automation time Sentiment Analysis, Voice Bot (IVA), WFM, Routing, WFM, Work ow Offering through CCaaS vendor Language Processing (RPA) Voice Bot (IVA), WFM Work ow Automation Automation (RPA) Virtual assistants, IVR with (NLP), Machine Learning (RPA) natural language (ML), Intelligent Virtual Genesys AI assists with Roadmap: Work ow Conversational IVR as well processing, real-time Assistants (IVA), and forecasting to optimize the Automation (RPA) Voicebots powered by as chat and voice enabled Chatbots through more speech transcription with partnerships with Google resources required to Google AI, virtual agents intent analysis and (CCAI), IBM Watson, meet service needs. powered by trending Microsoft Cognitive conversational AI 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? Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 27