The Top CCaaS Providers in 2023

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