Which CCaaS vendor has the best ChatGPT, AI, and Self-Service for Contact Centers

ChatGPT, AI, and Self-Service

Which CCaaS vendor has the best ChatGPT, AI, and Self-Service solution for Contact Center

CCaaS Matrix Articial Intelligence Offering: Agent Assist, Agent Coaching (QA), Chat Bot, Personality Routing, Real-time (6/6) (6/6) (6/6) (6/6) (6/6) (6/6) Sentiment Analysis, Voice Bot (IVA) Microsoft Teams Certied: Yes (1/1) (1/1) (1/1) (1/1)  (0/1)  (0/1) link to provider's Genesys Cloud Provider Five9 NICE CXone Talkdesk Zoom LiveVox Pathnder prole (PureCloud) HQ Supplier's headquarters San Ramon, CA Daly City, CA Sandy, UT San Francisco, CA San Jose, CA San Francisco, CA number of in-house # Employees 2,000 5,000 6,500 2,000 7,000 700 employees Year supplier began 1st Year Offering CCaaS offering contact center 2001 2015 1997 2015 2022 1999 services Privately owned or Public / Private Public: FIVN Private Public: NICE Private Public: ZM Public: LVOX publicly traded Can the CCaaS solution be sold without bundling Sold Standalone? Yes Yes Yes Yes Yes Yes UCaaS offering (if applicable)? # of seats or MRC Minimum Seat Count / minimum required to 3 seats 30 seats $2,000 MRC 5 seats no minimum $5,000 MRC MRC engage Ideal opportunities for the Sweet Spot 25-8,000 seats 30-1,000 seats 25-5,000+ seats 5-10,000 seats under 1,000 seats 50+ seats provider Named (one for every agent) Concurrent Concurrent (shared Concurrent Concurrent Concurrent (ICB) Concurrent (roadmap) Named Available Pricing Models between agents, i.e. Named working in shifts) Named Named Named Named Usage-Based 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 bill in 6 second increments r Usage Billing bill in 6 second increments bill in 6 second increments bill in 6 second increments minute usage minute minute (min. 12 seconds) # of concurrent call paths Ports / Call Paths 3 ports unlimited 3 ports 1 port per call path unlimited per agent license Does the supplier offer an in-house UCaaS Native UCaaS Offering experience (i.e. same No Yes No Yes Yes Yes manufacturer / UX / pane of glass)? UCaaS providers who can AT&T, CallTower, CBTS, GoTo, Momentum, UCaaS Resellers No No No No resell the CCaaS solution net2phone RingCentral Brand Embassy, Companies acquired and ContactEngine, GoMoxie, Key Acquisitions integrated into the Virtual Observer (CSI) Interactive Intelligence n/a Solvvy (Conversational AI) Business Phone, SpeechiQ Mattersight, MindTouch, supplier's offering Satmetrix APAC: Melbourne, Tokyo, NA: Denver, Newark, New APAC: Melbourne, Sydney York City, San Jose, Singapore, Sydney, Tokyo, APAC: Mumbai, Seoul, Toronto, Vancouver, AP Osaka EMEA: Amsterdam, Sydney, Tokyo APAC: Japan, Singapore Virginia Location of supplier's data EMEA: Frankfurt, London, Dublin, Frankfurt, Slough centers Manchester, Munich EMEA: Dublin, Frankfurt, EMEA: Germany, Ireland EMEA: Amsterdam, EM LATAM: São Paulo London Frankfurt APAC: Asia-Pacic LATAM: São Paulo LATAM: Brazil Third-Party: LiveVox is NA: Ashburn (VA), Atlanta, NA: Canada, Ohio, APAC: Hong Kong, hosted on AWS cloud and Datacenter Locations EMEA: Europe, Middle NA: Culpeper, Dallas, Los Chicago, Montreal, Santa Oregon, Virginia NA: Oregon, Virginia Hyderabad, Melbourne, leverages the AWS Cloud NA East, Africa Angeles, Miami, Montreal, Clara, Toronto Mumbai, Osaka, footprint. Toronto Third-Party: Genesys is Third-Party: Talkdesk is Singapore, Sydney, Tianjin, T LATAM: Latin America Third-Party: Five9 is hosted on AWS cloud and hosted on AWS cloud and Tokyo hos UAE: Dubai partially hosted on Google leverages the AWS Cloud leverages the global AWS G NA: North America GCP and leverages the footprint in California, Cloud footprint. LATAM: Queretaro g Africa: South Africa in global GCP footprint in Oregon, Ohio and Virginia. (Mexico), São Paulo PROGRESS Australia, Brazil, Canada, India: in PROGRESS Ireland, and Japan Third Party: AWS