Top AI Features for Contact Centers For a Better Customer Experience
What contact center vendors offer what AI features to improve customer experience in your contact center?
AI for Contact Centers
A detailed comparison matrix for the top AI enabled contact center solutions.
CCaaS Matrix Articial Intelligence Offering: Agent Assist, Agent Coaching (QA), Chat Bot, Personality Routing, Real-time (8/8) (8/8) (8/8) (8/8) (8/8) (7/8) (4/8) Sentiment Analysis, Voice Bot (IVA), WFM, Workow Automation (RPA) link to provider's Genesys Cloud Provider Avaya Five9 NICE CXone Talkdesk Dialpad Zoom Pathnder prole (PureCloud) HQ Supplier's headquarters Durham, NC San Ramon, CA Daly City, CA Sandy, UT San Francisco, CA San Francisco, CA San Jose, CA number of in-house # Employees 7,900 2,000 5,000 6,500 2,000 1,000 7,000 employees Year supplier began 1st Year Offering CCaaS offering contact center 2020 2001 2015 1997 2015 2018 2022 services Privately owned or Public / Private Public: AVYA Public: FIVN Private Public: NICE Private Private Public: ZM publicly traded Can the CCaaS solution be sold without bundling Sold Standalone? Yes Yes Yes Yes Yes Yes Yes UCaaS offering (if applicable)? no minimum for named user with Zoom dial-tone # of seats or MRC Minimum Seat Count / 50-agent minimum for minimum required to 5 seats 3 seats 30 seats $2,000 MRC 5 seats $165 MRC MRC named user with BYOC engage 500-agent minimum for concurrent licensing Ideal opportunities for the Sweet Spot 5-5,000 seats 25-5,000 seats 25-5,000 seats 25-5,000 seats 25-5,000 seats 10-1,000 seats under 1,000 seats provider Named (one for every agent) Concurrent Concurrent (shared Concurrent Concurrent Concurrent (ICB) Concurrent Available Pricing Models between agents, i.e. Concurrent Named 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 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 minute # of concurrent call paths Ports / Call Paths 2 ports 3 ports unlimited 3 ports 1 port unlimited unlimited per agent license
Does the supplier have a Proprietary Cloud PBX telephony solution for Yes No Yes No No Yes Yes Option Available back ofce (non-agent) personas? UCaaS providers who can AT&T, CallTower, CBTS, GoTo, Momentum, UCaaS Resellers No No No No No resell the CCaaS solution net2phone RingCentral Brand Embassy, Companies acquired and ContactEngine, GoMoxie, Highve, Kare, Koopid, Key Acquisitions integrated into the Spoken Communications Virtual Observer (CSI) Interactive Intelligence n/a Solvvy (Conversational AI) Mattersight, MindTouch, TalkIQ 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 APAC: Hong Kong, Osaka, NA: Colorado, Northern centers London London Manchester, Munich EMEA: Germany, Ireland Tokyo, Sydney California LATAM: São Paulo APAC: Asia-Pacic LATAM: Brazil LATAM: Rio De Janeiro, LATAM: São Paulo LATAM: Brazil EMEA: Amsterdam, EMEA: Amsterdam, São Paulo NA: Ashburn (VA), Atlanta, London, Johannesburg Frankfurt Datacenter Locations EMEA: Europe, Middle NA: Oregon, VIrginia NA: Culpeper, Dallas, Los Chicago, Montreal, Santa NA: Oregon, Virginia East, Africa NA: Canada, Ohio, Angeles, Miami, Montreal, Clara, Toronto LATAM: São Paulo APAC: Melbourne, Osaka, Third Party: Avaya CCaaS Oregon, Virginia Toronto Third-Party: Talkdesk is Sydney, Tokyo LATAM: Latin America is hosted on Azure cloud Third-Party: Five9 is hosted on AWS cloud and NA: Chicago, Dallas, New UAE: Dubai and leverages the global Third-Party: Genesys is partially hosted on Google leverages the global AWS Jersey, San Jose Third Party: 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) Yes Additional NRC: No Additional NRC: No add-on hours for pro. lines/numbers? Redundancy Strategy: services) Additional MRC: Yes Additional NRC: No BYOC (Bring Your Own Would require multiple Additional MRC: Yes, once Additional MRC: Yes If so, is there an additional ($0.008/minute) n/a Carrier) SIP trunks between Five9 BYOC minutes allotment Additional MRC: pending NRC or MRC cost? Additional MRC: No and customer. is exceeded. Redundancy Strategy: Redundancy Strategy: Recommend leveraging Redundancy Strategy: If applicable, note Avaya supports redundant 50 agents minimum 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 Inbound Voice, Outbound Dialer (via Salesforce Voice Options available voice channels Dialer (roadmap), Queue Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back integration), Queue Call Call Back Back Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Manual (TCPA Compliant, Voice: Outbound Dialer Types of outbound dialers Power, Preview, Compliant), Power, Compliant) (third-party), Compliant), Power, Compliant), Power, Manual (TCPA Compliant), roadmap), Power Options offered by vendor Progressive Predictive, Preview, Power, Predictive, Predictive, Preview, Predictive, Preview, Power, Progressive (roadmap), Preview Progressive Preview, Progressive Progressive Progressive (third-party) (roadmap) Chat (Agent), Co-browse, Chat (Agent), MMS Email, Fax, Work Item Chat (Agent), Email, MMS (inbound), MMS Chat (Agent), Email, Chat (Agent), Co-browse, Chat (Agent), Co-browse, Routing (Generic Object), Chat (Agent), Co-browse, (Inbound), MMS (Outbound), SMS Generic Object, SMS Email, SMS (Inbound), SMS non-voice options for Email, SMS (Inbound), SMS MMS (Inbound), MMS Email, SMS (Inbound), SMS (Outbound), SMS (Inbound), SMS Digital Channels (Inbound), SMS (Outbound), Social Media communication offered (Outbound), Social Media, (Outbound), SMS (Outbound), Social Media, (Inbound), SMS (Outbound), Video (Outbound), Social Media, (roadmap), Video (third- Video (Inbound), SMS Video (Outbound), Social Media, Video party) (Outbound), Social Media, Video Roadmap: Email, Social Video (third-party) Media
Apple Business Chat, Apple Business Chat, Apple Business Chat, Facebook, Instagram, Facebook, Instagram, Apple Business Chat, Facebook, Instagram Social media and related Apple Business Chat, Facebook, LINE LinkedIn, Slack, X (Twitter), LinkedIn (roadmap), Slack, Facebook, Instagram, (roadmap), LinkedIn Social Channels applications that vendor Facebook, Slack, Messaging, Instagram, X WeChat, WhatsApp X (Twitter), WeChat Facebook (roadmap) LinkedIn, Slack, X (Twitter), (roadmap), Slack, X can intelligently queue WhatsApp (Twitter), WhatsApp (roadmap), WhatsApp WeChat, WhatsApp (Twitter), WeChat (roadmap), WhatsApp Full List Full List Does contact center solution include customer Native CRM Included Yes No No Yes Yes No No relationship management capabilities natively? Is solution provider participating in Microsoft Microsoft Teams Certied Teams Connected contact No Yes Yes Yes Yes No No center certication program? Pre-built: Kustomer, Pre-built: eGain, Microsoft Dynamics, Freshdesk, HubSpot, Pre-built: Bullhorn, Pre-built: HubSpot, Microsoft Teams, Kustomer, Microsoft Microsoft Dynamics, Pre-built: EPIC, HubSpot, Kustomer, Microsoft Pre-built: Microsoft NetSuite, Oracle, Dynamics, Microsoft NetSuite, Oracle, Kustomer, Microsoft Dynamics, Microsoft Pre-built: Salesforce, Dynamics, Microsoft Salesforce, ServiceNow, Teams, Oracle, Salesforce, Salesforce, SAP, Dynamics, Microsoft Teams, Salesforce, Microsoft Dynamics, Teams, Salesforce, Zendesk, Zoho SAP, ServiceNow, ServiceNow, Zendesk, Teams, Salesforce, ServiceNow, Zendesk, ServiceNow, Zendesk ServiceNow SugarCRM, Zendesk, Zoho more ServiceNow, Zendesk, Zoho 3rd-party SaaS solutions Integration to other Zoho Integration to other Cloud App Integration the supplier has integrated Integration to other systems may be possible Integration to other Integration to other Integration to other systems may be possible 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 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 additional scoping and professional services fees additional scoping and additional scoping and via API but will require additional scoping and professional services fees professional services fees to implement. Examples professional services fees professional services fees additional scoping and professional services fees to implement. to implement. include EPIC (through to implement. Examples to implement. Examples professional services fees to implement. Examples SpinSci partnership), include EPIC (through include EPIC (through to implement. include Freshdesk 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 Yes Yes Yes pre-built integrations with to augment native functionality Agent Assist, Agent Agent Assist, Agent Coaching (QA), Chat Bot, Coaching (QA), Chat Bot, Personality Routing, Real- Real-time Sentiment time Sentiment Analysis, Agent Assist, Agent Analysis, Voice Bot (IVA) Voice Bot (IVA), WFM, Coaching (QA), Chat Bot, Agent Assist, Agent (roadmap), WFM (third Workow Automation Personality Routing, Real- Coaching (QA), Chat Bot, Agent Assist, Agent party), Workow (RPA) time Sentiment Analysis, Personality Routing, Real- Coaching (QA), Chat Bot, Automation (RPA) Agent Assist, Agent Voice Bot (IVA), WFM, time Sentiment Analysis, Personality Routing, Real- Agent Assist, Agent Five9 Articial Intelligence Coaching (QA), Chat Bot, Workow Automation Voice Bot (IVA), WFM, time Sentiment Analysis, Live Call Transcription, Coaching (QA), Chat Bot, (AI) includes Natural Personality Routing, Real- Articial Intelligence AI capabilities available (RPA) Workow Automation Voice Bot (IVA), WFM, Real Time Agent Assist Real-time Sentiment Language Processing time Sentiment Analysis, Offering through CCaaS vendor (RPA) Workow Automation Cards, Speech Pattern Analysis, (NLP), Machine Learning Voice Bot (IVA), WFM, Virtual assistants, IVR with (RPA) Coaching, Alerts and (ML), Intelligent Virtual Workow Automation natural language Genesys AI assists with Notications, Digital Self Zoom Virtual Agent Assistants (IVA), and (RPA) processing, real-time forecasting to optimize the Voicebots powered by Service Chat Bot, AI CSAT, Chatbots through speech transcription with resources required to Google AI, more AI Call Recaps, Ai Call partnerships with Google intent analysis and meet service needs. Notes, AI Action Items, AI (CCAI), IBM Watson, trending Scorecards, Post Call Microsoft Cognitive Analytics, AI Custom Services, and Salesforce Moments and Keyword Einstein AI (Amazon) Search applications. Does provider leverage a proprietary/native Platform platform or leverage a Native Native Native Native Native Native Native platform via third-party partnership?
Workforce Optimization (WFO) includes Proprietary WFO; partner Proprietary 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, Proprietary QM solution; Can also integrate with Workforce Optimization Avaya Workforce (Monet), and others and forecasting - as well as NICE, Verint; can integrate integrate with any 3rd- PlayVox, Teleopti, Tethr, Partner with Playvox third-party solutions such Offerings Engagement Suite through AppFoundry; Quality Monitoring (QM) - with many 3rd-party party solution Verint (Monet); can WFM as Calabrio, Verint, integration with 3rd-party recording analytics, solutions integrate with any 3rd- CallMiner, and solutions customer surveys, party solution SuccessKPI. coaching tools. provider will sell WFO WFO Offered Standalone No No No No No No No standalone CCPA, GDPR, HIPAA, PCI, CJIS, CSA-STAR, GDPR, CCPA, CPNI, GDPR, FedRAMP, GDPR, HIPAA, Regulatory compliances CCPA, FedRAMP, GDPR, GDPR, HIPAA, PCI, SOC 2, SOC 2, TCPA HIPAA, HITRUST, SOC 2 Compliance GDPR, HIPAA, PCI HIPAA, PCI, SOC 2, SOX, HITRUST, ISO 27001, ISO the supplier meets HIPAA, PCI, SOC 2, TCPA TCPA SSAE-18, TCPA 27018, PCI, SOC 2, TCPA Full List Full List Available Here Key customer wins Atento, Engagent Health, Aac, Aviva, CVS, FedEx, Carmax, Empire Today, Motorola, T-Mobile, Notable Clients (references available upon Case Studies IBM, OpenTable, Peloton Available Upon Request Hydro Ottawa McKesson, Siemens LinkedIn, Valvoline WeWork request) Verticals in which supplier Automotive, Education, Education, Healthcare, BPO, Healthcare, Higher Finance, Healthcare, Energy/Utilities, Finance, Legal, Retail, Healthcare, Top Customer Verticals has historically had the Finance, Healthcare, Retail Finance, Professional Retail, Wealth Education Manufacturing Healthcare, Hospitality Financial Services most success Services, Retail Management On-Site Implementation / Does the supplier charge Yes Yes (25+ seats) Yes 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 Implementation Overview Implementation Overview 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 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 Single application/user communications-enabled deliver 100% availability Common call control and with pre-integrated free experience for UCaaS and business applications, interface as Dialpad NPS of 90 for pro services trials (30-45 day) of CCaaS, including one including AI virtual agents, All deployments use at UCaaS and NPS of 88 for Day 2 CCAAS tools like WFM, management portal social media hub, least three Amazon support in 2022 QM, Dialers and advanced knowledge management, availability zones in an Industry leader with Native voice Intelligence analytics Video-rst strategy (Full voice biometrics, multi- active-active-active robust omni-channel and A.I. to give agents real- unique features of the Five9 Workforce inbound video feature set) Differentiators factor authentication, and architecture, and are load- workforce optimization time sentiment analysis, provider Automation (WFA) Commissions are paid on language translations balanced across multiple solutions, including speech transcription, and solution can streamline a AppConnect revenue Omnichannel and AI AZs analytics and AI compliance adherence variety of tasks such as capabilities Native AI agent assist can emailing an invoice or Global availability in over deliver screen prompts to If issues are detected, the Built on Google Cloud's saving notes to a case. 100 countries with Pace of Innovation: employees based on trafc is spread across the Platform using industry leading MOS Monthly releases of keywords/phrases spoken remaining healthy microservices architecture score of 4.3 critical features by customers Genesys Cloud CX instances