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?