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CCaaS Matrix Data Center Locations: North America (1/1) (1/1) (1/1) (1/1) (1/1) Digital Channels: Chat (Agent), Email, SMS (3/3) (3/3) (3/3) (3/3) (3/3) Cloud App Integration: Oracle (1/1) (1/1) (1/1) (0/1) (0/1) Articial Intelligence Offering: Agent Assist, Agent (4/4) (4/4) (4/4) (4/4) (4/4) Coaching (QA), Chat Bot, WFM Compliance: PCI (1/1) (1/1) (1/1) (1/1) (1/1) link to provider's Genesys Cloud Provider Five9 NICE CXone Dialpad Talkdesk Pathnder prole (PureCloud) HQ Supplier's headquarters San Ramon, CA Daly City, CA Sandy, UT San Francisco, CA San Francisco, CA number of in-house # Employees 2,000 5,000 6,500 1,000 2,000 employees Year supplier began 1st Year Offering CCaaS offering contact center 2001 2015 1997 2018 2015 services Privately owned or Public / Private Public: FIVN Private Public: NICE Private Private publicly traded Can the CCaaS solution be sold without bundling Sold Standalone? Yes Yes Yes Yes Yes UCaaS offering (if applicable)? # of seats or MRC Minimum Seat Count / minimum required to 3 seats 30 seats $2,000 MRC $165 MRC 5 seats MRC engage Ideal opportunities for the Sweet Spot 25-5,000 seats 25-5,000 seats 25-5,000 seats 10-1,000 seats 25-5,000 seats provider
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
Yes (preferred U.S. carriers are AT&T, Lumen, & Verizon) Yes (Xconnect - 50 seats Additional NRC: Yes min.) Can customer leverage Yes Yes third-party SIP trunk Additional MRC: Yes Additional NRC: Yes (12 carrier for phone Additional NRC: No Additional NRC: No add-on hours for pro. lines/numbers? Redundancy Strategy: services) BYOC (Bring Your Own Would require multiple Additional MRC: Yes, once Additional MRC: Yes If so, is there an additional n/a Carrier) SIP trunks between Five9 BYOC minutes allotment Additional MRC: pending NRC or MRC cost? and customer. is exceeded. Redundancy Strategy: Recommend leveraging Redundancy Strategy: If applicable, note All calls will have SIP Redundancy Strategy: diverse carriers to ensure Recommend SIP trunks to recommended BYOC trunked to and from the pending redundancy. both U.S. East and West redundancy strategy. Five9 platform to be for geographic processed. SIP trunks can redundancy. be over the Internet, Five9's MPLS, or customer's MPLS. Inbound Voice, Outbound Inbound Voice, Outbound Inbound Voice, Outbound Inbound Voice, Outbound Dialer (via Salesforce Inbound Voice, Outbound Voice Options available voice channels Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back integration), Queue Call Dialer, Queue Call Back Back Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Voice: Outbound Dialer Types of outbound dialers Compliant), Power, Compliant) (third-party), Compliant), Power, Manual (TCPA Compliant), Compliant), Power, Options offered by vendor Predictive, Preview, Power, Predictive, Predictive, Preview, Power, Progressive Predictive, Preview, Progressive Preview, Progressive Progressive Progressive (third-party) Chat (Agent), Co-browse, Email, Fax, Work Item Chat (Agent), Email, MMS Chat (Agent), Co-browse, Chat (Agent), Co-browse, Routing (Generic Object), Chat (Agent), Co-browse, (Inbound), MMS Email, SMS (Inbound), SMS non-voice options for Email, SMS (Inbound), SMS MMS (Inbound), MMS Email, SMS (Inbound), SMS (Outbound), SMS Digital Channels (Outbound), Social Media communication offered (Outbound), Social Media, (Outbound), SMS (Outbound), Social Media, (Inbound), SMS (roadmap), Video (third- Video (Inbound), SMS Video (Outbound), Social Media, party) (Outbound), Social Media, Video Video (third-party) Apple Business Chat, Apple Business Chat, Facebook, Instagram, Facebook, Instagram, Apple Business Chat, Social media and related Facebook, LINE LinkedIn, Slack, X (Twitter), LinkedIn (roadmap), Slack, Facebook, Instagram, Social Channels applications that vendor Messaging, Instagram, X WeChat, WhatsApp X (Twitter), WeChat Facebook, WhatsApp LinkedIn, Slack, X (Twitter), can intelligently queue (Twitter), WhatsApp (roadmap), WhatsApp WeChat, WhatsApp Full List Full List Does contact center solution include customer Native CRM Included No No Yes No Yes relationship management capabilities natively?
Is solution provider participating in Microsoft Microsoft Teams Certied Teams Connected contact Yes Yes Yes No Yes center certication program? Pre-built: Kustomer, Pre-built: eGain, Microsoft Dynamics, Freshdesk, HubSpot, Pre-built: Bullhorn, Pre-built: HubSpot, Microsoft Teams, Kustomer, Microsoft Microsoft Dynamics, Pre-built: EPIC, HubSpot, Kustomer, Microsoft NetSuite, Oracle, Dynamics, Microsoft NetSuite, Oracle, Kustomer, Microsoft Dynamics, Microsoft Salesforce, ServiceNow, Teams, Oracle, Salesforce, Salesforce, SAP, Dynamics, Microsoft Teams, Salesforce, Zendesk, Zoho SAP, ServiceNow, ServiceNow, Zendesk, Teams, Salesforce, ServiceNow, Zendesk, SugarCRM, Zendesk, Zoho more ServiceNow, Zendesk, Zoho 3rd-party SaaS solutions Integration to other Zoho Cloud App Integration the supplier has integrated systems may be possible Integration to other Integration to other Integration to other with via API but will require systems may be possible systems may be possible Integration to other systems may be possible additional scoping and via API but will require via API but will require systems may be possible via API but will require professional services fees additional scoping and additional scoping and via API but will require additional scoping and to implement. Examples professional services fees professional services fees additional scoping and professional services fees include EPIC (through to implement. Examples to implement. Examples professional services fees to implement. Examples SpinSci partnership), include EPIC (through include EPIC (through to implement. include Freshdesk Freshdesk, HubSpot, SAP, Acqueon partnership), Acqueon partnership) more More info Database of 3rd-party applications vendor can source and has established Enterprise App Store Yes Yes Yes Yes Yes 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, Analysis, Voice Bot (IVA) Voice Bot (IVA), WFM, Agent Assist, Agent (roadmap), WFM (third Workow Automation Coaching (QA), Chat Bot, party), Workow Agent Assist, Agent (RPA) Personality Routing, Real- Automation (RPA) Coaching (QA), Chat Bot, Agent Assist, Agent time Sentiment Analysis, Personality Routing, Real- Five9 Articial Intelligence Coaching (QA), Chat Bot, Voice Bot (IVA), WFM, Live Call Transcription, time Sentiment Analysis, (AI) includes Natural Personality Routing, Real- Articial Intelligence AI capabilities available Workow Automation Real Time Agent Assist Voice Bot (IVA), WFM, Language Processing time Sentiment Analysis, Offering through CCaaS vendor (RPA) Cards, Speech Pattern Workow Automation (NLP), Machine Learning Voice Bot (IVA), WFM, Coaching, Alerts and (RPA) (ML), Intelligent Virtual Workow Automation Genesys AI assists with Notications, Digital Self Assistants (IVA), and (RPA) forecasting to optimize the Service Chat Bot, AI CSAT, Voicebots powered by Chatbots through resources required to AI Call Recaps, Ai Call Google AI, more partnerships with Google meet service needs. Notes, AI Action Items, AI (CCAI), IBM Watson, Scorecards, Post Call 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 platform via third-party partnership? Workforce Optimization (WFO) includes Proprietary WFO; partner Proprietary WFO; partner Workforce Management Proprietary WFO; Partner with CSI, Envision, with Teleopti, Verint (WFM) - agent scheduling with Calabrio, Call Miner, Proprietary WFO; can Proprietary QM solution; Loxysoft, Observe.ai, Workforce Optimization (Monet), and others and forecasting - as well as NICE, Verint; can integrate integrate with any 3rd- Partner with Playvox PlayVox, Teleopti, Tethr, Offerings through AppFoundry; Quality Monitoring (QM) - with many 3rd-party party solution WFM Verint (Monet); can integration with 3rd-party recording analytics, solutions integrate with any 3rd- solutions customer surveys, party solution coaching tools. provider will sell WFO WFO Offered Standalone No No No No No standalone CCPA, GDPR, HIPAA, PCI, CCPA, CPNI, GDPR, FedRAMP, GDPR, HIPAA, Regulatory compliances CCPA, FedRAMP, GDPR, SOC 2, TCPA GDPR, HIPAA, PCI, SOC 2, Compliance HIPAA, PCI, SOC 2, SOX, HITRUST, ISO 27001, ISO the supplier meets HIPAA, PCI, SOC 2, TCPA TCPA SSAE-18, TCPA 27018, PCI, SOC 2, TCPA Full List Key customer wins Aac, Aviva, CVS, FedEx, Carmax, Empire Today, Motorola, T-Mobile, Notable Clients (references available upon Case Studies IBM, OpenTable, Peloton McKesson, Siemens LinkedIn, Valvoline WeWork request) Verticals in which supplier Automotive, Education, Finance, Healthcare, Energy/Utilities, Finance, Legal, Retail, Healthcare, Top Customer Verticals has historically had the Finance, Healthcare, Retail Finance, Professional Manufacturing Healthcare, Hospitality Financial Services most success Services, Retail On-Site Implementation / Does the supplier charge Yes (25+ seats) Yes Yes Yes Yes Training extra for these services? Implementation Description or link Available Upon Request Implementation Overview Available Upon Request Implementation Overview Available Upon Request Overview providing further detail does provider integrate with external Knowledge Base(s) or offer its own Integrated Integrated Integrated Knowledge Base for Knowledge Base Integrated Integrated customer to populate the Native Native Native CCaaS platform to reference in AI or Agent Assist situations?
Genesys Cloud CX platform is engineered to AppConnect marketplace deliver 100% availability Common call control and with pre-integrated free interface as Dialpad NPS of 90 for pro services trials (30-45 day) of All deployments use at UCaaS and NPS of 88 for Day 2 CCAAS tools like WFM, least three Amazon support in 2022 QM, Dialers and advanced availability zones in an Industry leader with Native voice Intelligence analytics active-active-active robust omni-channel and A.I. to give agents real- unique features of the Five9 Workforce Differentiators architecture, and are load- workforce optimization time sentiment analysis, provider Automation (WFA) Commissions are paid on balanced across multiple solutions, including speech transcription, and solution can streamline a AppConnect revenue AZs analytics and AI compliance adherence variety of tasks such as emailing an invoice or Global availability in over If issues are detected, the Built on Google Cloud's saving notes to a case. 100 countries with trafc is spread across the Platform using industry leading MOS remaining healthy microservices architecture score of 4.3 Genesys Cloud CX instances