The Top CCaaS Providers in 2023
Five9, NICE, Genesys, Talkdesk, Ujet
CCaaS Matrix link to provider's Genesys Cloud Provider Five9 NICE CXone Talkdesk UJET 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 2,000 210 employees Year supplier began 1st Year Offering CCaaS offering contact center 2001 2015 1997 2015 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 $2,000 MRC $2,000 MRC 5 seats 5 seats MRC engage Ideal opportunities for the Sweet Spot 25-8,000 seats 30-1,000 seats 25-5,000+ seats 5-10,000 seats 25-30,000 seats provider Named (one for every agent) Concurrent Concurrent (shared Concurrent Concurrent Concurrent (ICB) Concurrent Available Pricing Models between agents, i.e. 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 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 1 port unlimited per agent license Does the supplier offer an in-house UCaaS Native UCaaS Offering experience (i.e. same No Yes No Yes No manufacturer / UX / pane of glass)? UCaaS providers who can AT&T, CallTower, CBTS, GoTo, Momentum, UCaaS Resellers No No In process resell the CCaaS solution net2phone RingCentral Brand Embassy, Companies acquired and Inference, Virtual ContactEngine, GoMoxie, Key Acquisitions integrated into the Interactive Intelligence n/a n/a Observer (CSI), WhenDu Mattersight, MindTouch, supplier's offering Satmetrix, AtlasRTX APAC: Melbourne, Tokyo, APAC: Melbourne, Sydney Singapore, Sydney, Tokyo, APAC: Mumbai, Seoul, APAC: India, Singapore, Osaka EMEA: Amsterdam, Sydney, Tokyo APAC: Japan, Singapore Sydney, Tokyo Location of supplier's data EMEA: Frankfurt, London, Dublin, Frankfurt, Slough centers Manchester, Munich EMEA: Dublin, Frankfurt, EMEA: Germany, Ireland EMEA: Dublin, Frankfurt LATAM: São Paulo London APAC: Asia-Pacic LATAM: São Paulo LATAM: Brazil LATAM: São Paulo NA: Ashburn (VA), Atlanta, NA: Canada, Ohio, Datacenter Locations EMEA: Europe, Middle NA: Culpeper, Dallas, Los Chicago, Montreal, Santa Oregon, Virginia NA: Oregon, Virginia NA: San Francisco, Virginia East, Africa Angeles, Miami, Montreal, Clara, Toronto Toronto Third-Party: Genesys is Third-Party: Talkdesk is Third-Party: UJET is LATAM: Latin America Third-Party: Five9 is hosted on AWS cloud and hosted on AWS cloud and hosted on AWS cloud and UAE: Dubai partially hosted on Google leverages the AWS Cloud leverages the global AWS GCP and leverages the NA: North America GCP and leverages the footprint in California, Cloud footprint. global AWS Cloud and Africa: South Africa in global GCP footprint in Oregon, Ohio and Virginia. GCP Footprints. PROGRESS Australia, Brazil, Canada, India: in PROGRESS Ireland, and Japan
Yes (preferred U.S. carriers Yes are AT&T, Lumen, & Verizon) Additional NRC: No Yes (Xconnect - 50 seats Additional NRC: Yes min.) Can customer leverage Additional MRC: Yes Yes Yes third-party SIP trunk (minimal usage cost for the Additional MRC: Yes Additional NRC: Yes (12 carrier for phone agent leg) Additional NRC: No Additional NRC: No add-on hours for pro. lines/numbers? Redundancy Strategy: services) Redundancy Strategy: BYOC (Bring Your Own Would require multiple Additional MRC: Yes, once Additional MRC: Yes If so, is there an additional Support BYOC through a Carrier) SIP trunks between Five9 BYOC minutes allotment Additional MRC: pending NRC or MRC cost? SIP interconnect. and customer. is exceeded. Redundancy Strategy: Proprietary standard, Recommend leveraging Redundancy Strategy: If applicable, note best-in-class redundancy, All calls will have SIP Redundancy Strategy: diverse carriers to ensure Recommend SIP trunks to recommended BYOC including fallback phone trunked to and from the pending redundancy. both U.S. East and West redundancy strategy. number and carriers. Auto Five9 platform to be for geographic load balance the BYOC processed. SIP trunks can redundancy. calls through two media be over the Internet, layers for the agent VoIP Five9's MPLS, or leg. customer's MPLS. Inbound Voice, Outbound Inbound Voice, Outbound 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 Dialer, Queue Call Back Dialer, Queue Call 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, Compliant), Power, Predictive, Preview, Options offered by vendor Predictive, Preview, Power, Predictive, Predictive, Preview, Predictive, Preview, Progressive Progressive Preview, Progressive Progressive Progressive (third-party) Chat (Agent), Co-browse, Email, Fax, Generic Object Chat (Agent), Co-browse, Chat (Agent), Co-browse, Chat (Agent), Co-browse, (roadmap), MMS Chat (Agent), Co-browse, Email (third-party), MMS Email, SMS (Inbound), SMS non-voice options for Email, SMS (Inbound), SMS (Inbound), MMS Email, SMS (Inbound), SMS (Inbound), MMS Digital Channels (Outbound), Social Media communication offered (Outbound), Social Media, (Outbound), SMS (Outbound), Social Media, (Outbound), SMS (roadmap), Video (third- Video (Inbound), SMS Video (Inbound), SMS party) (Outbound), Social Media, (Outbound), Social Media Video (third-party) Apple Business Chat, Facebook, LINE Facebook, Instagram, Apple Business Chat, Apple Business Chat, Messaging, LinkedIn LinkedIn, Slack, Twitter, Facebook, Instagram Social media and related Facebook, Instagram (third-party), Twitter, WeChat, WhatsApp, (roadmap), LinkedIn Social Channels applications that vendor (roadmap), LinkedIn, Slack, WhatsApp WeChat (third-party), YouTube (roadmap), Slack, Twitter, can intelligently queue Twitter, WeChat, WhatsApp, YouTube WeChat (roadmap), WhatsApp (third-party) WhatsApp Full List Does contact center solution include customer Native CRM Included No No Yes Yes No relationship management capabilities natively? Is solution provider participating in Microsoft Microsoft Teams Certied Teams Connected contact Yes Yes Yes Yes No center certication program? Pre-built: Kustomer, Pre-built: Kustomer, Pre-built: Bullhorn, Microsoft Dynamics, Microsoft Dynamics, Pre-built: Authority, Microsoft Dynamics, Microsoft Teams, Microsoft Teams, Freshdesk, HubSpot, NetSuite, Oracle, NetSuite, Oracle, Salesforce, Zendesk Kustomer, Microsoft Salesforce, SAP, Pre-built: EPIC, Kustomer, 3rd-party SaaS solutions Salesforce, ServiceNow, Dynamics, Oracle, Cloud App Integration ServiceNow, Zendesk, Microsoft Dynamics, with which the supplier Zendesk, Zoho Via custom API: EPIC Salesforce, ServiceNow, (Pre-built) more Salesforce, ServiceNow, has pre-built integrations (through NovelVox CTI Zendesk Zendesk, Zoho Via custom API: EPIC Connector), Freshdesk, Via custom API: EPIC (through SpinSci HubSpot, NetSuite, Via custom API: NetSuite, (through Acqueon partnership), Freshdesk, Oracle, SAP, ServiceNow, SAP, Zoho partnership) HubSpot, SAP, more Zoho, more Database of 3rd-party applications vendor can source and has established Enterprise App Store Yes Yes Yes Yes n/a pre-built integrations with to augment native functionality Agent Assist, Agent Coaching (QA), Chat Bot, Personality Routing, Real- time Sentiment Analysis, Native: Agent Assist, Chat Voice Bot (IVA), WFM, Agent Assist, Agent Bot, Real-time Sentiment Workow Automation Coaching (QA), Chat Bot, Agent Assist, Agent Analysis, Voice Bot (IVA) (RPA) Personality Routing, Real- Coaching (QA), Chat Bot, Agent Assist, Agent time Sentiment Analysis, Personality Routing, Real- Third Party: Agent Five9 Articial Intelligence Coaching (QA), Chat Bot, Voice Bot (IVA), WFM, time Sentiment Analysis, Coaching (QA), Personality (AI) includes Natural Personality Routing, Real- Articial Intelligence AI capabilities available Workow Automation Voice Bot (IVA), WFM, Routing, WFM, Workow Language Processing time Sentiment Analysis, Offering through CCaaS vendor (RPA) Workow Automation Automation (RPA) (NLP), Machine Learning Voice Bot (IVA), WFM, (RPA) (ML), Intelligent Virtual Workow Automation Genesys AI assists with Conversational IVR as well Assistants (IVA), and (RPA) forecasting to optimize the Voicebots powered by as chat and voice enabled Chatbots through resources required to Google AI, more virtual agents partnerships with Google meet service needs. powered by (CCAI), IBM Watson, conversational AI Microsoft Cognitive Services, and Salesforce Einstein AI (Amazon) 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, Partner with Calabrio, with Teleopti, Verint (WFM) - agent scheduling with Calabrio, Call Miner, Proprietary WFO; can Loxysoft, Observe.ai, Observe.ai, Workforce Optimization (Monet), and others and forecasting - as well as NICE, Verint; can integrate integrate with any 3rd- PlayVox, Teleopti, Tethr, SuccessKPI, and Verint; Offerings through AppFoundry; Quality Monitoring (QM) - with many 3rd-party party solution Verint (Monet); can can integrate with any 3rd- integration with 3rd-party recording analytics, solutions integrate with any 3rd- party solution solutions customer surveys, party solution coaching tools. provider will sell WFO WFO Offered Standalone No No No No No standalone GDPR, HIPAA, PCI, SOC 2, ISO 27001, ISO 27018, GDPR, HIPAA, PCI, SOC 2 Regulatory compliances CCPA, FedRAMP, GDPR, Compliance GDPR, HIPAA, PCI, SOC 2 HITRUST GDPR, HIPAA, PCI, SOC 2 the supplier meets HIPAA, PCI, SOC 2 Roadmap: FedRAMP Roadmap: FedRAMP Key customer wins Aac, Aviva, CVS, FedEx, Carmax, Empire Today, Google Fitbit, Instacart, Notable Clients (references available upon Case Studies IBM, OpenTable, Peloton McKesson, Siemens LinkedIn, Valvoline Turo request) Verticals in which supplier Finance, Healthcare, Energy/Utilities, Finance, Legal, Retail, Healthcare, Finance, Healthcare, IoT, Top Customer Verticals has historically had the Finance, Healthcare, Retail Manufacturing Healthcare, Hospitality Financial Services Retail most success 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 Available Upon Request Available Upon Request Overview providing further detail does provider integrate with external Knowledge Base(s) or offer its own Integrated Knowledge Base for Knowledge Base Integrated Native Native Integrated customer to populate the Native CCaaS platform to reference in AI or Agent Assist situations? 11 Utility Patents around real-time smartphone and in-App actions, including Visual IVR and biometric user validation from a smart device (e.g.use your Genesys Cloud CX face or thumbprint to platform is engineered to authenticate yourself in AppConnect marketplace deliver 100% availability real-time) with pre-integrated free NPS of 90 for pro services trials (30-45 day) of All deployments use at Synchronous & and NPS of 88 for Day 2 CCAAS tools like WFM, least three Amazon asynchronous chat support in 2022 QM, Dialers and advanced availability zones in an Industry leader with inclusive of SMS/MMS, analytics active-active-active robust omni-channel and photo, video, screenshots, unique features of the Five9 Workforce Differentiators architecture, and are load- workforce optimization and push notications to a provider Automation (WFA) Commissions are paid on balanced across multiple solutions, including speech smart device. solution can streamline a AppConnect revenue AZs analytics and AI variety of tasks such as Chosen by Google as its emailing an invoice or Global availability in over If issues are detected, the CCaaS platform and can be saving notes to a case. 100 countries with trafc is spread across the purchased through the industry leading MOS remaining healthy Google marketplace, score of 4.3 Genesys Cloud CX which will retire Google instances licensing quota Email routing is handled by CRM as Ujet doesn't store any customer data. Ujet can provide a front-end web form