The Top CCaaS Providers in 2024

a detailed comparison of NICE, Talkdesk, Five9, and Genesys.

CCaaS Matrix link to provider's Genesys Cloud Provider Avaya Five9 NICE CXone Sprinklr Talkdesk Pathnder prole (PureCloud) HQ Supplier's headquarters Durham, NC San Ramon, CA Daly City, CA Sandy, UT New York City, New York San Francisco, CA number of in-house # Employees 7,900 2,000 5,000 6,500 3,000 2,000 employees Year supplier began 1st Year Offering CCaaS offering contact center 2020 2001 2015 1997 2021 2015 services Privately owned or Public / Private Public: AVYA Public: FIVN Private Public: NICE Public: CXM Private publicly traded Does provider leverage a proprietary/native Native (voice connectivity Platform platform or leverage a Native Native Native Native Native provided via third party) platform via third-party partnership? Can the CCaaS solution be sold without bundling Sold Standalone? Yes Yes Yes Yes Yes Yes UCaaS offering (if applicable)? # of seats or MRC Minimum Seat Count / minimum required to 5 seats 3 seats 30 seats $2,000 MRC 10 seats 5 seats MRC engage Ideal opportunities for the Sweet Spot 5-5,000 seats 25-5,000 seats 25-5,000 seats 25-5,000 seats 50+ seats 25-5,000 seats provider Named (one for every agent) Concurrent Concurrent (shared Concurrent Concurrent Concurrent (ICB) Available Pricing Models between agents, i.e. Concurrent Named Concurrent working in shifts) 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 bill in 6 second increments minute usage minute minute # of concurrent call paths Ports / Call Paths 2 ports 3 ports unlimited 3 ports n/a 1 port per agent license Does the supplier have a Proprietary Cloud PBX telephony solution for Yes No Yes No Yes No Option Available back ofce (non-agent) personas? Fusion Connect, Lingo, UCaaS providers who can AT&T, CallTower, CBTS, Momentum Telecom, UCaaS Resellers No 8x8, Lumen, Verizon No Lumen, Momentum resell the CCaaS solution net2phone, Nextiva RingCentral, Verizon Telecom, Windstream Brand Embassy, Companies acquired and ContactEngine, GoMoxie, Key Acquisitions integrated into the Spoken Communications Virtual Observer (CSI) Interactive Intelligence VoiceZen n/a Mattersight, MindTouch, supplier's offering Satmetrix APAC: Melbourne, Tokyo, APAC: Melbourne, APAC: Mumbai, Seoul, Sydney Singapore, Sydney, Tokyo, Sydney, Tokyo Osaka EMEA: Amsterdam, APAC: Japan, Singapore Location of supplier's data EMEA: Dublin, Frankfurt, EMEA: Dublin, Frankfurt, EMEA: Frankfurt, London, Dublin, Frankfurt, Slough centers London London Manchester, Munich EMEA: Germany, Ireland LATAM: São Paulo APAC: Asia-Pacic LATAM: Brazil LATAM: Rio De Janeiro, Third Party: Sprinklr LATAM: São Paulo LATAM: Brazil São Paulo leverage multiple cloud NA: Ashburn (VA), Atlanta, Datacenter Locations EMEA: Europe, Middle NA: Oregon, VIrginia NA: Culpeper, Dallas, Los partners for connectivity, Chicago, Montreal, Santa NA: Oregon, Virginia East, Africa NA: Canada, Ohio, Angeles, Miami, Montreal, including AWS, Azure, Clara, Toronto Third Party: Avaya CCaaS Oregon, Virginia Toronto GCP, and Twilio. Third-Party: Talkdesk is LATAM: Latin America is hosted on Azure cloud Third-Party: Five9 is hosted on AWS cloud and UAE: Dubai and leverages the global Third-Party: Genesys is partially hosted on Google leverages the global AWS NA: North America Azure Cloud footprint. hosted on AWS cloud and GCP and leverages the Cloud footprint. Africa: South Africa in leverages the AWS Cloud global GCP footprint in PROGRESS footprint in California, Australia, Brazil, Canada, Oregon, Ohio and Virginia. India: in PROGRESS Ireland, and Japan

Yes (preferred U.S. carriers are AT&T, Lumen, & Verizon) Yes Yes (Xconnect - 50 seats Additional NRC: Yes min.) Can customer leverage Additional NRC: Yes (if Yes Yes third-party SIP trunk carrier is not already Additional MRC: Yes Additional NRC: Yes (12 carrier for phone certied by Avaya) Additional NRC: No Additional NRC: No add-on hours for pro. lines/numbers? Yes Redundancy Strategy: services) Additional MRC: Yes BYOC (Bring Your Own Would require multiple Additional MRC: Yes, once Additional MRC: Yes If so, is there an additional ($0.008/minute) Additional NRC: Yes Carrier) SIP trunks between Five9 BYOC minutes allotment Additional MRC: pending NRC or MRC cost? and customer. is exceeded. Redundancy Strategy: Redundancy Strategy: Additional MRC: Yes Recommend leveraging Redundancy Strategy: If applicable, note Avaya supports redundant All calls will have SIP Redundancy Strategy: diverse carriers to ensure Recommend SIP trunks to recommended BYOC SIP trunks from the BYOC trunked to and from the pending redundancy. both U.S. East and West redundancy strategy. and can support Five9 platform to be for geographic redundant SBCs on the processed. SIP trunks can redundancy. carrier side be over the Internet, Five9's MPLS, or customer's MPLS. Inbound Voice, Outbound 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 Dialer, Queue Call Back Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Voice: Outbound Dialer Types of outbound dialers Power, Preview, Compliant), Power, Compliant) (third-party), Compliant), Power, Compliant), Power, Compliant), Power, Options offered by vendor Progressive Predictive, Preview, Power, Predictive, Predictive, Preview, Predictive, Preview, Predictive, Preview, Progressive Preview, Progressive Progressive Progressive Progressive (third-party) Chat (Agent), Co-browse, Chat (Agent), Co-browse, Email, Fax, Work Item Chat (Agent), Email, Email, Fax, Generic Object, Chat (Agent), Email, SMS Chat (Agent), Co-browse, Routing (Generic Object), Chat (Agent), Co-browse, Generic Object, SMS MMS (Inbound), MMS (Inbound), SMS non-voice options for Email, SMS (Inbound), SMS MMS (Inbound), MMS Email, SMS (Inbound), SMS Digital Channels (Inbound), SMS (Outbound), Queue Call (Outbound), Social Media communication offered (Outbound), Social Media, (Outbound), SMS (Outbound), Social Media, (Outbound), Social Media, Back, SMS (Inbound), SMS (roadmap), Video (third- Video (Inbound), SMS Video Video (Outbound), Social Media, party) (Outbound), Social Media, Video Video (third-party) Apple Business Chat, Apple Business Chat, Facebook, Instagram, Apple Business Chat, Facebook, Instagram, Social media and related Facebook, LINE LinkedIn, X (Twitter), Apple Business Chat, Facebook, Instagram, LinkedIn, Twitter, WeChat, Social Channels applications that vendor Messaging, Instagram, X WeChat, WhatsApp Facebook, WhatsApp Facebook, WhatsApp LinkedIn, X (Twitter), WhatsApp, YouTube can intelligently queue (Twitter), WhatsApp WeChat, WhatsApp Full List Full List Does contact center solution include customer Native CRM Included Yes No Yes No Roadmap Yes relationship management capabilities natively? Is solution provider participating in Microsoft Microsoft Teams Certied Teams Connected contact Yes Yes Yes Yes Roadmap Yes center certication program? Pre-built: Kustomer, Pre-built: eGain, Microsoft Dynamics, Freshdesk, HubSpot, Pre-built: Bullhorn, Microsoft Teams, Kustomer, Microsoft Microsoft Dynamics, Pre-built: EPIC, HubSpot, Pre-built: Freshdesk, Pre-built: Microsoft NetSuite, Oracle, Dynamics, Microsoft NetSuite, Oracle, Kustomer, Microsoft Microsoft Dynamics, Dynamics, Microsoft Salesforce, ServiceNow, Teams, Oracle, Salesforce, Salesforce, SAP, Dynamics, Microsoft Microsoft Teams, Oracle, Teams, Salesforce, Zendesk, Zoho SAP, ServiceNow, ServiceNow, Slack, Teams, Salesforce, Salesforce, ServiceNow, ServiceNow, Slack SugarCRM, Zendesk, Zoho Zendesk, more ServiceNow, Zendesk, Slack, Zendesk, more 3rd-party SaaS solutions Integration to other Zoho Cloud App Integration the supplier has integrated Integration to other systems may be possible Integration to other Integration to other Integration to other with systems may be possible via API but will require systems may be possible systems may be possible Integration to other systems may be possible via API but will require additional scoping and via API but will require via API but will require systems may be possible via API but will require additional scoping and professional services fees additional scoping and additional scoping and via API but will require additional scoping and professional services fees to implement. Examples professional services fees professional services fees additional scoping and professional services fees to implement. include EPIC (through to implement. Examples to implement. Examples professional services fees to implement. SpinSci partnership), include EPIC (through include EPIC (through to implement. Freshdesk, HubSpot, SAP, Acqueon partnership), Acqueon partnership) more More info Database of 3rd-party applications vendor can source and has established Enterprise App Store n/a Yes Yes Yes n/a Yes pre-built integrations with to augment native functionality Agent Assist, Agent Coaching (QA), Chat Bot, Personality Routing, Real- time Sentiment Analysis, Agent Assist, Agent Agent Assist, Agent Voice Bot (IVA), WFM, Coaching (QA), Chat Bot, Coaching (QA), Chat Bot, Agent Assist, Agent Workow Automation Personality Routing, Real- Personality Routing, Real- Coaching (QA), Chat Bot, Agent Assist, Agent (RPA) time Sentiment Analysis, time Sentiment Analysis, Personality Routing, Real- Coaching (QA), Chat Bot, Agent Assist, Agent Voice Bot (IVA), WFM, Voice Bot (IVA), WFM, time Sentiment Analysis, Personality Routing, Real- Five9 Articial Intelligence Coaching (QA), Chat Bot, Workow Automation Workow Automation Voice Bot (IVA), WFM, time Sentiment Analysis, (AI) includes Natural Personality Routing, Real- (RPA) Articial Intelligence AI capabilities available (RPA) Workow Automation Voice Bot (IVA), WFM, Language Processing time Sentiment Analysis, Offering through CCaaS vendor (RPA) Workow Automation (NLP), Machine Learning Voice Bot (IVA), WFM, Conversational AI, Virtual assistants, IVR with (RPA) (ML), Intelligent Virtual Workow Automation Conversational Analytics, natural language Genesys AI assists with Assistants (IVA), and (RPA) AI+ (Sprinklr + OpenAI's processing, real-time forecasting to optimize the Voicebots powered by Chatbots through Generative AI), Product speech transcription with resources required to Google AI, more partnerships with Google Insights AI, Location intent analysis and meet service needs. (CCAI), IBM Watson, Insights AI, Intuition trending Microsoft Cognitive Moderation AI Services, and Salesforce Einstein AI (Amazon) applications.

Workforce Optimization (WFO) includes Proprietary WFO; partner Proprietary WFO; partner Workforce Management Proprietary WFO; Partner with CSI, Envision, with Teleopti, Verint (WFM) - agent scheduling with Calabrio, Call Miner, Proprietary WFO; can Loxysoft, Observe.ai, Workforce Optimization Avaya Workforce (Monet), and others and forecasting - as well as NICE, Verint; can integrate integrate with any 3rd- Proprietary PlayVox, Teleopti, Tethr, Offerings Engagement Suite through AppFoundry; Quality Monitoring (QM) - with many 3rd-party party solution Verint (Monet); can integration with 3rd-party recording analytics, solutions integrate with any 3rd- solutions customer surveys, party solution coaching tools. provider will sell WFO WFO Offered Standalone No No No No No No standalone CCPA, CPNI, GDPR, FedRAMP, GDPR, HIPAA, Regulatory compliances CCPA, FedRAMP, GDPR, GDPR, HIPAA, PCI, SOC 2, Compliance GDPR, HIPAA, PCI HIPAA, PCI, SOC 2, SOX, HITRUST, ISO 27001, ISO CCPA, GDPR, PCI, SOC 2 the supplier meets HIPAA, PCI, SOC 2, TCPA TCPA SSAE-18, TCPA 27018, PCI, SOC 2, TCPA Verticals in which supplier BPO, Healthcare, Higher Finance, Healthcare, Energy/Utilities, Finance, Legal, Retail, Healthcare, Top Customer Verticals has historically had the Finance, Healthcare, Retail Media, Retail, Technology Education Manufacturing Healthcare, Hospitality Financial Services most success On-Site Implementation / Does the supplier charge Yes Yes (25+ seats) Yes Yes Yes Yes Training extra for these services? Implementation Description or link Available Upon Request 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 Integrated Integrated Integrated Knowledge Base for Knowledge Base Integrated Integrated customer to populate the Native Native Native Native CCaaS platform to reference in AI or Agent Assist situations? Genesys Cloud CX Ability to add Avaya CPaaS platform is engineered to AppConnect marketplace communications-enabled deliver 100% availability with pre-integrated free business applications, NPS of 90 for pro services trials (30-45 day) of including AI virtual agents, All deployments use at and NPS of 88 for Day 2 CCAAS tools like WFM, social media hub, least three Amazon support in 2022 QM, Dialers and advanced knowledge management, availability zones in an Industry leader with analytics voice biometrics, multi- active-active-active robust omni-channel and unique features of the Five9 Workforce Differentiators factor authentication, and architecture, and are load- workforce optimization pending provider Automation (WFA) Commissions are paid on language translations balanced across multiple solutions, including speech solution can streamline a AppConnect revenue AZs analytics and AI variety of tasks such as Native AI agent assist can emailing an invoice or Global availability in over deliver screen prompts to If issues are detected, the saving notes to a case. 100 countries with employees based on trafc is spread across the industry leading MOS keywords/phrases spoken remaining healthy score of 4.3 by customers Genesys Cloud CX instances