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
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