Brand Embassy, Companies acquired and ContactEngine, GoMoxie, Key Acquisitions integrated into the VoiceZen Interactive Intelligence Mattersight, MindTouch, supplier's offering Satmetrix APAC: Melbourne, APAC: Mumbai, Seoul, Singapore, Sydney, Tokyo, Sydney, Tokyo Osaka Location of supplier's data EMEA: Dublin, Frankfurt, EMEA: Frankfurt, London, centers London Manchester, Munich APAC: Asia-Pacic Third Party: Sprinklr LATAM: Rio De Janeiro, LATAM: São Paulo leverage multiple cloud São Paulo Datacenter Locations EMEA: Europe, Middle partners for connectivity, NA: Culpeper, Dallas, Los East, Africa including AWS, Azure, NA: Canada, Ohio, Angeles, Miami, Montreal, GCP, and Twilio. Oregon, Virginia Toronto LATAM: Latin America UAE: Dubai Third-Party: Genesys is NA: North America hosted on AWS cloud and Africa: South Africa in leverages the AWS Cloud PROGRESS footprint in California, Oregon, Ohio and Virginia. India: in PROGRESS Can customer leverage Yes Yes third-party SIP trunk carrier for phone Additional NRC: No Additional NRC: No lines/numbers? Yes BYOC (Bring Your Own Additional MRC: Yes, once Additional MRC: Yes If so, is there an additional Additional NRC: Yes Carrier) BYOC minutes allotment NRC or MRC cost? is exceeded. Redundancy Strategy: Additional MRC: Yes Recommend leveraging If applicable, note Redundancy Strategy: diverse carriers to ensure recommended BYOC pending redundancy. redundancy strategy. Inbound Voice, Outbound Inbound Voice, Outbound Inbound Voice, Outbound Voice Options available voice channels Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Voice: Outbound Dialer Types of outbound dialers Compliant), Power, Compliant) (third-party), Compliant), Power, Options offered by vendor Predictive, Preview, Power, Predictive, Predictive, Preview, Progressive Preview, Progressive Progressive Chat (Agent), Co-browse, Chat (Agent), Co-browse, Email, Fax, Work Item Email, Fax, Generic Object, Routing (Generic Object), Chat (Agent), Co-browse, MMS (Inbound), MMS non-voice options for MMS (Inbound), MMS Email, SMS (Inbound), SMS Digital Channels (Outbound), Queue Call communication offered (Outbound), SMS (Outbound), Social Media, Back, SMS (Inbound), SMS (Inbound), SMS Video (Outbound), Social Media, (Outbound), Social Media, Video Video (third-party) Apple Business Chat, Apple Business Chat, Facebook, Instagram, Facebook, Instagram, Social media and related Facebook, LINE LinkedIn, X (Twitter), LinkedIn, Twitter, WeChat, Social Channels applications that vendor Messaging, Instagram, X WeChat, WhatsApp WhatsApp, YouTube can intelligently queue (Twitter), WhatsApp Full List Full List Does contact center solution include customer Native CRM Included Roadmap No Yes relationship management capabilities natively? Is solution provider participating in Microsoft Microsoft Teams Certied Teams Connected contact Roadmap Yes Yes center certication program?