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