Pre-built: eGain, Freshdesk, HubSpot, Pre-built: Bullhorn, Kustomer, Microsoft Microsoft Dynamics, Pre-built: Freshdesk, Dynamics, Microsoft NetSuite, Oracle, Microsoft Dynamics, Teams, Oracle, Salesforce, Salesforce, SAP, Microsoft Teams, Oracle, SAP, ServiceNow, ServiceNow, Slack, Salesforce, ServiceNow, SugarCRM, Zendesk, Zoho Zendesk, more Slack, Zendesk, more 3rd-party SaaS solutions Cloud App Integration the supplier has integrated Integration to other Integration to other Integration to other with systems may be possible systems may be possible systems may be possible via API but will require via API but will require via API but will require additional scoping and additional scoping and additional scoping and professional services fees professional services fees professional services fees to implement. Examples to implement. Examples to implement. include EPIC (through include EPIC (through Acqueon partnership), Acqueon partnership) More info Database of 3rd-party applications vendor can source and has established Enterprise App Store n/a Yes Yes pre-built integrations with to augment native functionality Agent Assist, Agent Coaching (QA), Chat Bot, Agent Assist, Agent Personality Routing, Real- Coaching (QA), Chat Bot, time Sentiment Analysis, Personality Routing, Real- Voice Bot (IVA), WFM, Agent Assist, Agent time Sentiment Analysis, Workow Automation Coaching (QA), Chat Bot, Voice Bot (IVA), WFM, (RPA) Personality Routing, Real- Articial Intelligence AI capabilities available Workow Automation time Sentiment Analysis, Offering through CCaaS vendor (RPA) Conversational AI, Voice Bot (IVA), WFM, Conversational Analytics, Workow Automation Genesys AI assists with AI+ (Sprinklr + OpenAI's (RPA) forecasting to optimize the Generative AI), Product resources required to Insights AI, Location meet service needs. Insights AI, Intuition Moderation AI Does provider leverage a proprietary/native Native (voice connectivity Platform platform or leverage a Native Native provided via third party) platform via third-party partnership? Workforce Optimization (WFO) includes Proprietary WFO; partner Workforce Management with Teleopti, Verint (WFM) - agent scheduling Proprietary WFO; can Workforce Optimization (Monet), and others and forecasting - as well as Proprietary integrate with any 3rd- Offerings through AppFoundry; Quality Monitoring (QM) - party solution integration with 3rd-party recording analytics, solutions customer surveys, coaching tools. provider will sell WFO WFO Offered Standalone No No No standalone FedRAMP, GDPR, HIPAA, Regulatory compliances CCPA, FedRAMP, GDPR, Compliance CCPA, GDPR, PCI, SOC 2 HITRUST, ISO 27001, ISO the supplier meets HIPAA, PCI, SOC 2, TCPA 27018, PCI, SOC 2, TCPA Key customer wins Carmax, Empire Today, Notable Clients (references available upon Available Upon Request Case Studies LinkedIn, Valvoline request)