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