The Top CCaaS Providers in 2024

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