Named (one for every agent) Concurrent Concurrent (shared Concurrent Concurrent Concurrent (ICB) Available Pricing Models between agents, i.e. Named Named working in shifts) 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 Usage Billing bill in 6 second increments bill in 6 second increments bill in 6 second increments minute usage minute minute # of concurrent call paths Ports / Call Paths 3 ports unlimited 3 ports unlimited 1 port per agent license Does the supplier have a Proprietary Cloud PBX telephony solution for No Yes 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 resell the CCaaS solution net2phone RingCentral Brand Embassy, Companies acquired and ContactEngine, GoMoxie, Highve, Kare, Koopid, Key Acquisitions integrated into the Virtual Observer (CSI) Interactive Intelligence n/a Mattersight, MindTouch, TalkIQ supplier's offering Satmetrix APAC: Melbourne, Tokyo, APAC: Melbourne, APAC: Mumbai, Seoul, Sydney Singapore, Sydney, Tokyo, Sydney, Tokyo Osaka EMEA: Amsterdam, APAC: Japan, Singapore Location of supplier's data EMEA: Dublin, Frankfurt, EMEA: Frankfurt, London, Dublin, Frankfurt, Slough APAC: Hong Kong, Osaka, centers London Manchester, Munich Tokyo, Sydney EMEA: Germany, Ireland LATAM: São Paulo APAC: Asia-Pacic LATAM: Rio De Janeiro, LATAM: São Paulo EMEA: Amsterdam, LATAM: Brazil São Paulo NA: Ashburn (VA), Atlanta, London, Johannesburg Datacenter Locations EMEA: Europe, Middle NA: Culpeper, Dallas, Los Chicago, Montreal, Santa NA: Oregon, Virginia East, Africa NA: Canada, Ohio, Angeles, Miami, Montreal, Clara, Toronto LATAM: São Paulo Oregon, Virginia Toronto Third-Party: Talkdesk is LATAM: Latin America Third-Party: Five9 is NA: Chicago, Dallas, New hosted on AWS cloud and UAE: Dubai Third-Party: Genesys is partially hosted on Google Jersey, San Jose leverages the global AWS NA: North America hosted on AWS cloud and GCP and leverages the Cloud footprint. Africa: South Africa in leverages the AWS Cloud global GCP footprint in PROGRESS footprint in California, Australia, Brazil, Canada, Oregon, Ohio and Virginia. India: in PROGRESS Ireland, and Japan