Top CCaaS Providers

Detailed research for the top cloud contact center providers in 2023.

Workforce Optimization (WFO) includes Proprietary WFO; partner Proprietary WFO; partner Workforce Management Proprietary WFO; Partner with Teleopti, Verint with CSI, Envision, Partner with Calabrio, Workforce Optimization (WFM) - agent scheduling Avaya Workforce with Calabrio, Call Miner, (Monet), and others Proprietary WFO; can Loxysoft, Observe.ai, Observe.ai, and forecasting - as well as NICE, Verint; can integrate AppFoundry; integrate with any 3rd- PlayVox, Teleopti, Tethr, SuccessKPI, and Verint; Offerings Quality Monitoring (QM) - Engagement Suite with many 3rd-party through party solution Verint (Monet); can can integrate with any 3rd- recording analytics, solutions integration with 3rd-party integrate with any 3rd- party solution customer surveys, solutions party solution coaching tools. WFO Offered Standalone provider will sell WFO No No No No No No standalone GDPR, HIPAA, PCI, SOC 2, Regulatory compliances ISO 27001, ISO 27018, CCPA, FedRAMP, GDPR, GDPR, HIPAA, PCI, SOC 2 Compliance the supplier meets GDPR, HIPAA, PCI GDPR, HIPAA, PCI, SOC 2 HITRUST HIPAA, PCI, SOC 2 GDPR, HIPAA, PCI, SOC 2 Roadmap: FedRAMP Roadmap: FedRAMP Key customer wins Atento, Engagent Health, A ac, Aviva, CVS, FedEx, Carmax, Empire Today, Google Fitbit, Instacart, Notable Clients (references available upon Hydro Ottawa McKesson, Siemens Case Studies LinkedIn, Valvoline IBM, OpenTable, Peloton 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 Education Finance, Healthcare, Retail 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 Knowledge Base for 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 vaya CPaaS platform is engineered to authenticate yourself in Ability to add A AppConnect marketplace communications-enabled deliver 100% availability with pre-integrated free real-time) business applications, NPS of 90 for pro services trials (30-45 day) of including AI virtual agents, and NPS of 88 for Day 2 All deployments use at CCAAS tools like WFM, Synchronous & social media hub, support in 2022 least three Amazon QM, Dialers and advanced asynchronous chat knowledge management, availability zones in an Industry leader with analytics inclusive of SMS/MMS, unique features of the voice biometrics, multi- Five9 Workforce active-active-active robust omni-channel and photo, video, screenshots, Differentiators provider factor authentication, and FA) architecture, and are load- workforce optimization Commissions are paid on and push noti cations to a language translations Automation (W balanced across multiple solutions, including speech smart device. solution can streamline a AZs analytics and AI AppConnect revenue Native AI agent assist can variety of tasks such as Chosen by Google as its deliver screen prompts to emailing an invoice or If issues are detected, the Global availability in over CCaaS platform and can be employees based on saving notes to a case. traf c is spread across the 100 countries with purchased through the dustry leading MOS keywords/phrases spoken remaining healthy in Google marketplace, by customers Genesys Cloud CX score of 4.3 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 Copyright © 2021 AVANT Communications, Inc. AVANT | CCaaS 6-12 Report | 28