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.