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