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 Observe.ai, 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, Observe.ai, Workforce Optimization Avaya Workforce (Monet), and others Partner with Community NICE, Observe.ai, 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)