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.