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?