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