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Deep Dive Expert Vendor Research

CCaaS Matrix link to provider's Genesys Cloud Provider Avaya Dialpad Five9 NICE CXone Talkdesk LiveVox UJET Pathnder prole (PureCloud) HQ Supplier's headquarters Durham, NC San Francisco, CA San Ramon, CA Daly City, CA Sandy, UT San Francisco, CA San Francisco, CA San Francisco, CA number of in-house # Employees 7,900 1,000 2,000 5,000 6,500 2,000 700 210 employees Year supplier began 1st Year Offering CCaaS offering contact center 2020 2018 2001 2015 1997 2015 1999 2015 services Privately owned or Public / Private Public: AVYA Private Public: FIVN Private Public: NICE Private Public: LVOX Private publicly traded Can the CCaaS solution be sold without bundling Sold Standalone? Yes Yes Yes Yes Yes Yes Yes Yes UCaaS offering (if applicable)? # of seats or MRC Minimum Seat Count / minimum required to 5 seats $165 MRC 3 seats 30 seats $2,000 MRC 5 seats $500 MRC 5 seats MRC engage Ideal opportunities for the Sweet Spot 5-5,000 seats 10-1,000 seats 25-5,000 seats 25-5,000 seats 25-5,000 seats 25-5,000 seats 50+ seats 25-500 seats provider Named (one for every agent) Concurrent Concurrent (shared Concurrent Concurrent Concurrent (ICB) Concurrent Available Pricing Models between agents, i.e. Concurrent Named Named 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 bill in 6 second increments 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 (min. 12 seconds) minute # of concurrent call paths Ports / Call Paths 2 ports unlimited 3 ports unlimited 3 ports 1 port unlimited unlimited per agent license Does the supplier have a Proprietary Cloud PBX telephony solution for Yes Yes No Yes No No Yes No Option Available back ofce (non-agent) personas? UCaaS providers who can AT&T, CallTower, CBTS, GoTo, Momentum, UCaaS Resellers No No No No No In process resell the CCaaS solution net2phone RingCentral Brand Embassy, Companies acquired and Highve, Kare, Koopid, ContactEngine, GoMoxie, Key Acquisitions integrated into the Spoken Communications Virtual Observer (CSI) Interactive Intelligence n/a Business Phone, SpeechiQ n/a TalkIQ Mattersight, MindTouch, supplier's offering Satmetrix

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      APAC: Melbourne, Tokyo, APAC: Melbourne, APAC: Mumbai, Seoul, Sydney Singapore, Sydney, Tokyo, Sydney, Tokyo APAC: India, Singapore, Osaka EMEA: Amsterdam, APAC: Japan, Singapore Sydney, Tokyo Location of supplier's data EMEA: Dublin, Frankfurt, EMEA: Dublin, Frankfurt, EMEA: Frankfurt, London, APAC: Hong Kong, Osaka, Dublin, Frankfurt, Slough centers London London Manchester, Munich Tokyo, Sydney EMEA: Germany, Ireland EMEA: Dublin, Frankfurt LATAM: São Paulo APAC: Asia-Pacic LATAM: Brazil LATAM: Rio De Janeiro, LATAM: São Paulo EMEA: Amsterdam, LATAM: Brazil Third-Party: LiveVox is LATAM: São Paulo São Paulo London, Johannesburg NA: Ashburn (VA), Atlanta, hosted on AWS cloud and Datacenter Locations EMEA: Europe, Middle NA: Oregon, VIrginia NA: Culpeper, Dallas, Los Chicago, Montreal, Santa NA: Oregon, Virginia leverages the AWS Cloud NA: San Francisco, Virginia East, Africa NA: Canada, Ohio, Angeles, Miami, Montreal, LATAM: São Paulo Clara, Toronto footprint. Third Party: Avaya CCaaS Oregon, Virginia Toronto Third-Party: Talkdesk is Third-Party: UJET is LATAM: Latin America is hosted on Azure cloud NA: Chicago, Dallas, New Third-Party: Five9 is hosted on AWS cloud and hosted on AWS cloud and UAE: Dubai and leverages the global Third-Party: Genesys is Jersey, San Jose partially hosted on Google leverages the global AWS GCP and leverages the NA: North America Azure Cloud footprint. hosted on AWS cloud and GCP and leverages the Cloud footprint. global AWS Cloud and Africa: South Africa in leverages the AWS Cloud global GCP footprint in GCP Footprints. PROGRESS footprint in California, Australia, Brazil, Canada, Oregon, Ohio and Virginia. India: in PROGRESS 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 Yes 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) Additional NRC: ICB agent leg) Additional NRC: No Additional NRC: No add-on hours for pro. lines/numbers? Redundancy Strategy: services) Additional MRC: Yes Additional MRC: ICB 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) n/a Support BYOC through a Carrier) SIP trunks between Five9 BYOC minutes allotment Additional MRC: pending NRC or MRC cost? Redundancy Strategy: SIP interconnect. and customer. is exceeded. Redundancy Strategy: Redundancy Strategy: LiveVox has 14 carriers in Proprietary standard, Recommend leveraging Redundancy Strategy: If applicable, note Avaya supports redundant its own pool and Active- 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 Active data centers with including fallback phone trunked to and from the pending redundancy. both U.S. East and West redundancy strategy. and can support AWS 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 Dialer (via Salesforce 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 integration), Queue Call Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back Back Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless (roadmap 2H Voice: Outbound Dialer Types of outbound dialers Power, Preview, Manual (TCPA Compliant), Compliant), Power, Compliant) (third-party), Compliant), Power, Compliant), Power, Compliant), Power, 2023), Power, Predictive, Options offered by vendor Progressive Power, Progressive Predictive, Preview, Power, Predictive, Predictive, Preview, Predictive, Preview, Predictive, Preview, Progressive Progressive Preview, Progressive Progressive Progressive (third-party) Progressive Chat (Agent), Co-browse, Chat (Agent), Co-browse, Chat (Agent), Email, MMS Email, Fax, Work Item Chat (Agent), Co-browse, Chat (Agent), Email, Chat (Agent), Co-browse, Email, MMS (Inbound), (Inbound), MMS Chat (Agent), Co-browse, Routing (Generic Object), Chat (Agent), Co-browse, Email (third-party), MMS Generic Object, SMS Email, SMS (Inbound), SMS MMS (Outbound),SMS non-voice options for (Outbound), SMS Email, SMS (Inbound), SMS MMS (Inbound), MMS Email, SMS (Inbound), SMS (Inbound), MMS Digital Channels (Inbound), SMS (Outbound), Social Media (Inbound), SMS communication offered (Inbound), SMS (Outbound), Social Media, (Outbound), SMS (Outbound), Social Media, (Outbound), SMS (Outbound), Social Media, (roadmap), Video (third- (Outbound), Social Media (Outbound), Social Media, Video (Inbound), SMS Video (Inbound), SMS Video party) Video (Outbound), Social Media, (Outbound), Social Media Roadmap: Video Video (third-party) Apple Business Chat, Apple Business Chat, Facebook, Instagram, Facebook, Instagram, Apple Business Chat, Social media and related Apple Business Chat, LinkedIn (roadmap), Slack, Facebook, LINE LinkedIn, Slack, X (Twitter), WhatsApp Facebook, Instagram, Social Channels applications that vendor Facebook, Slack, X (Twitter), WeChat Messaging, Instagram, X WeChat, WhatsApp Facebook, WhatsApp WhatsApp LinkedIn, Slack, X (Twitter), can intelligently queue WhatsApp (roadmap), WhatsApp (Twitter), WhatsApp Roadmap: Facebook WeChat, WhatsApp Full List Full List Does contact center solution include customer Native CRM Included Yes No No No Yes Yes Yes No relationship management capabilities natively? Is solution provider participating in Microsoft Microsoft Teams Certied Teams Connected contact No No Yes Yes Yes Yes No No center certication program?

      Pre-built: Authority, Freshdesk, HubSpot, Pre-built: Kustomer, Pre-built: eGain, Kustomer, Microsoft Microsoft Dynamics, Freshdesk, HubSpot, Pre-built: Bullhorn, Pre-built: HubSpot, Dynamics, Oracle, Microsoft Teams, Kustomer, Microsoft Microsoft Dynamics, Pre-built: EPIC, HubSpot, Pre-built: Oracle Kustomer, Microsoft Salesforce, ServiceNow, Pre-built: Microsoft NetSuite, Oracle, Dynamics, Microsoft NetSuite, Oracle, Kustomer, Microsoft Dynamics, Microsoft Zendesk Dynamics, Microsoft Salesforce, ServiceNow, Teams, Oracle, Salesforce, Salesforce, SAP, Dynamics, Microsoft Integration to other Teams, Salesforce, Teams, Salesforce, Zendesk, Zoho SAP, ServiceNow, ServiceNow, Zendesk, Teams, Salesforce, systems may be possible ServiceNow, Zendesk, Integration to other ServiceNow SugarCRM, Zendesk, Zoho more ServiceNow, Zendesk, via API but will require Zoho systems may be possible 3rd-party SaaS solutions Integration to other Zoho additional scoping and via API but will require Cloud App Integration the supplier has integrated Integration to other systems may be possible Integration to other Integration to other professional services fees Integration to other additional scoping and with systems may be possible via API but will require systems may be possible systems may be possible Integration to other to implement. Examples systems may be possible professional services fees via API but will require additional scoping and via API but will require via API but will require systems may be possible include Bullhorn, via API but will require to implement. Examples additional scoping and professional services fees additional scoping and additional scoping and via API but will require Freshdesk, HubSpot, additional scoping and include Acqueon, Alvaria, professional services fees to implement. Examples professional services fees professional services fees additional scoping and Microsoft Dynamics, professional services fees Assembled, Calabrio, to implement. include EPIC (through to implement. Examples to implement. Examples professional services fees ServiceNow, Zendesk, to implement. Examples Clearview, Google CCAI, SpinSci partnership), include EPIC (through include EPIC (through to implement. Zoho include Freshdesk Kustomer, Looker, Freshdesk, HubSpot, SAP, Acqueon partnership), Acqueon partnership) NetSuite, NICE, more More info, Playvox, SAP, SuccessKPI, Verint, Zoho Database of 3rd-party applications vendor can source and has established Enterprise App Store n/a Yes Yes Yes Yes Yes n/a n/a pre-built integrations with to augment native functionality Agent Assist, Agent Agent Assist, Agent Coaching (QA), Chat Bot, Coaching (QA), Chat Bot, Personality Routing, Real- Real-time Sentiment time Sentiment Analysis, Agent Assist, Agent Analysis, Voice Bot (IVA) Native: Agent Assist, Chat Voice Bot (IVA), WFM, Coaching (QA), Chat Bot, (roadmap), WFM (third Agent Assist, Agent Bot, Real-time Sentiment Workow Automation Personality Routing, Real- party), Workow Coaching (QA), Chat Bot, Agent Assist, Agent Analysis, Voice Bot (IVA) (RPA) time Sentiment Analysis, Automation (RPA) Personality Routing, Real- Coaching (QA), Chat Bot, Agent Coaching (QA), Chat Agent Assist, Agent Voice Bot (IVA), WFM, time Sentiment Analysis, Personality Routing, Real- Bot, Personality Routing, Third Party: Agent Five9 Articial Intelligence Coaching (QA), Chat Bot, Workow Automation Live Call Transcription, Voice Bot (IVA), WFM, time Sentiment Analysis, Voice Bot (IVA), WFM, Coaching (QA), Personality (AI) includes Natural Personality Routing, Real- Articial Intelligence AI capabilities available (RPA) Real Time Agent Assist Workow Automation Voice Bot (IVA), WFM, Workow Automation Routing, WFM, Workow Language Processing time Sentiment Analysis, Offering through CCaaS vendor Cards, Speech Pattern (RPA) Workow Automation Automation (RPA) (NLP), Machine Learning Voice Bot (IVA), WFM, Virtual assistants, IVR with Coaching, Alerts and (RPA) Roadmap: Agent Assist, (ML), Intelligent Virtual Workow Automation natural language Notications, Digital Self Genesys AI assists with Real-time Sentiment Conversational IVR as well Assistants (IVA), and (RPA) processing, real-time Service Chat Bot, AI CSAT, forecasting to optimize the Voicebots powered by Analysis as chat and voice enabled Chatbots through speech transcription with AI Call Recaps, Ai Call resources required to Google AI, more virtual agents partnerships with Google intent analysis and Notes, AI Action Items, AI meet service needs. powered by (CCAI), IBM Watson, trending Scorecards, Post Call conversational AI Microsoft Cognitive Analytics, AI Custom Services, and Salesforce Moments and Keyword Einstein AI (Amazon) Search applications. Does provider leverage a proprietary/native Platform platform or leverage a Native Native Native Native Native Native Native Native platform via third-party partnership? Workforce Optimization (WFO) includes Proprietary WFO; partner Proprietary WFO; partner Proprietary WFO; partner Workforce Management Proprietary WFO; Partner with CSI, Envision, with Teleopti, Verint with Alvaria, Calabrio, (WFM) - agent scheduling Proprietary QM solution; with Calabrio, Call Miner, Proprietary WFO; can Loxysoft,, Workforce Optimization Avaya Workforce (Monet), and others Partner with Community NICE,, PlayVox, and forecasting - as well as Partner with Playvox NICE, Verint; can integrate integrate with any 3rd- PlayVox, Teleopti, Tethr, Offerings Engagement Suite through AppFoundry; WFM SuccessKPI, and Verint; Quality Monitoring (QM) - WFM with many 3rd-party party solution Verint (Monet); can integration with 3rd-party can integrate with any 3rd- recording analytics, solutions integrate with any 3rd- solutions party solution. customer surveys, party solution coaching tools. provider will sell WFO WFO Offered Standalone No No No No No No No No standalone CCPA, GDPR, HIPAA, PCI, CCPA, CPNI, GDPR, FedRAMP, GDPR, HIPAA, GDPR, HIPAA, PCI, SOC 2 Regulatory compliances SOC 2, TCPA CCPA, FedRAMP, GDPR, GDPR, HIPAA, PCI, SOC 2, CCPA, GDPR, HIPAA, PCI, Compliance GDPR, HIPAA, PCI HIPAA, PCI, SOC 2, SOX, HITRUST, ISO 27001, ISO the supplier meets HIPAA, PCI, SOC 2, TCPA TCPA SOC 2, TCPA SSAE-18, TCPA 27018, PCI, SOC 2, TCPA Roadmap: FedRAMP Full List Key customer wins Atento, Engagent Health, Motorola, T-Mobile, Aac, Aviva, CVS, FedEx, Carmax, Empire Today, Google Fitbit, Instacart, Notable Clients (references available upon Case Studies IBM, OpenTable, Peloton Available Upon Request Hydro Ottawa WeWork McKesson, Siemens LinkedIn, Valvoline Turo request)

      Verticals in which supplier Automotive, Education, BPO, Healthcare, Higher Finance, Healthcare, Energy/Utilities, Finance, Legal, Retail, Healthcare, Finance, Healthcare, Finance, Healthcare, Top Customer Verticals has historically had the Finance, Professional Finance, Healthcare, Retail Education Manufacturing Healthcare, Hospitality Financial Services Insurance Hospitality, IoT, Retail most success Services, Retail On-Site Implementation / Does the supplier charge Yes Yes Yes (25+ seats) Yes Yes Yes No Yes Training extra for these services? Implementation Description or link Available Upon Request Implementation Overview Available Upon Request Implementation Overview Available Upon Request 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 Integrated Integrated Integrated Knowledge Base for Knowledge Base Integrated Integrated Integrated Integrated customer to populate the Native Native Native Native CCaaS platform to reference in AI or Agent Assist situations? Native CRM Integration: Native integration with top 10 CRMs in the world creating a unique and slick CX for customers and agents: Store no data (PII) on our system. Uptime: Zero application downtime in 24 months. Why? active-active-active redundancy at the application layer and triple redundancy at the carrier Genesys Cloud CX layers (resiliency) Ability to add Avaya CPaaS platform is engineered to AppConnect marketplace communications-enabled Common call control and deliver 100% availability Market Validation: Chosen with pre-integrated free business applications, interface as Dialpad by Google as its CCaaS NPS of 90 for pro services trials (30-45 day) of including AI virtual agents, UCaaS All deployments use at platform and can be and NPS of 88 for Day 2 CCAAS tools like WFM, Outbound capabilities social media hub, least three Amazon purchased through the support in 2022 QM, Dialers and advanced knowledge management, Native voice Intelligence availability zones in an Industry leader with Google marketplace, analytics Compliance controls voice biometrics, multi- A.I. to give agents real- active-active-active robust omni-channel and which will retire Google unique features of the Five9 Workforce Differentiators factor authentication, and time sentiment analysis, architecture, and are load- workforce optimization spend commit for provider Automation (WFA) Commissions are paid on All-In-one with own tools language translations transcription, and balanced across multiple solutions, including speech customers solution can streamline a AppConnect revenue compliance adherence AZs analytics and AI variety of tasks such as à la carte modules - land Native AI agent assist can Channel Blending: emailing an invoice or Global availability in over without ACD deliver screen prompts to Built on Google Cloud's If issues are detected, the Synchronous & saving notes to a case. 100 countries with employees based on Platform using trafc is spread across the asynchronous chat industry leading MOS keywords/phrases spoken microservices architecture remaining healthy inclusive of SMS/MMS, score of 4.3 by customers Genesys Cloud CX photo, video, screenshots, instances and push notications to a smart device. Customer Success Team: 107% Retention rate in 2022 due to the quality of our infrastructure as well as the support we provide customers. We upsold more revenue than we lost in 2022 to customers (and thus partners). Veried as the customer satisfaction leader for 12 straight quarters.

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