Yes (preferred U.S. carriers are AT&T, Lumen, & Verizon) Yes (Xconnect - 50 seats Additional NRC: Yes min.) Can customer leverage Yes A Yes Yes third-party SIP trunk (min Additional MRC: Yes Additional NRC: Yes (12 carrier for phone Additional NRC: ICB Additional NRC: No Additional NRC: No add-on hours for pro. lines/numbers? Yes Redundancy Strategy: services) Additional MRC: ICB R BYOC (Bring Your Own Would require multiple Additional MRC: Yes, once Additional MRC: Yes If so, is there an additional Additional NRC: No Su Carrier) SIP trunks between Five9 BYOC minutes allotment Additional MRC: pending NRC or MRC cost? Redundancy Strategy: and customer. is exceeded. Redundancy Strategy: Additional MRC: No LiveVox has 14 carriers in P Recommend leveraging Redundancy Strategy: If applicable, note its own pool and Active- bes All calls will have SIP Redundancy Strategy: diverse carriers to ensure Recommend SIP trunks to recommended BYOC Active data centers with inc trunked to and from the pending redundancy. both U.S. East and West redundancy strategy. AWS num Five9 platform to be for geographic lo processed. SIP trunks can redundancy. ca be over the Internet, lay 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 Inb 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 D Call Back Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Manual (TCPA Compliant) Agentless, Manual (TCPA Ag Voice: Outbound Dialer Types of outbound dialers Compliant), Power, Compliant) (third-party), Compliant), Power, Compliant), Power, (roadmap), Power Compliant), Power, 202 Options offered by vendor Predictive, Preview, Power, Predictive, Predictive, Preview, Predictive, Preview, (roadmap), Preview Predictive, Preview, Progressive Preview, Progressive Progressive Progressive (third-party) (roadmap) Progressive Chat (Agent), Co-browse, Chat (Agent), MMS Chat (Agent), Co-browse, Email, Fax, Generic Object Ch Chat (Agent), Co-browse, (inbound), MMS Email, MMS (Inbound), Chat (Agent), Co-browse, (roadmap), MMS Chat (Agent), Co-browse, Em Email, SMS (Inbound), SMS (Outbound), SMS MMS (Outbound),SMS non-voice options for Email, SMS (Inbound), SMS (Inbound), MMS Email, SMS (Inbound), SMS Digital Channels (Outbound), Social Media (Inbound), SMS (Inbound), SMS communication offered (Outbound), Social Media, (Outbound), SMS (Outbound), Social Media, (roadmap), Video (third- (Outbound), Video (Outbound), Social Media Video (Inbound), SMS Video party) (Outbound), Social Media, (O Roadmap: Email Roadmap: Video Video (third-party) Apple Business Chat, Facebook, LINE Facebook, Instagram, Apple Business Chat, Apple Business Chat, Messaging, LinkedIn LinkedIn, Slack, Twitter, Facebook, Instagram Social media and related Facebook, Instagram WhatsApp (third-party), Twitter, WeChat, WhatsApp, (roadmap), LinkedIn Social Channels applications that vendor (roadmap), LinkedIn, Slack, n/a WeChat (third-party), YouTube (roadmap), Slack, Twitter, can intelligently queue Twitter, WeChat, Roadmap: Facebook WhatsApp, YouTube WeChat (roadmap), WhatsApp (third-party) WhatsApp Full List Does contact center solution include customer Native CRM Included No No Yes Yes Yes (address book only) Yes relationship management capabilities natively? Is solution provider participating in Microsoft Microsoft Teams Certied Teams Connected contact Yes Yes Yes Yes No No center certication program? F K Pre-built: Kustomer, Pre-built: Kustomer, Pre-built: Bullhorn, Microsoft Dynamics, Microsoft Dynamics, Microsoft Dynamics, Sa Microsoft Teams, Microsoft Teams, Pre-built: Oracle NetSuite, Oracle, NetSuite, Oracle, Salesforce, Zendesk Pre-built: EPIC, Kustomer, Salesforce, SAP, 3rd-party SaaS solutions Salesforce, ServiceNow, Microsoft Dynamics, Pre-built: Salesforce, Via custom API: Bullhorn, Cloud App Integration ServiceNow, Zendesk, Via with which the supplier Zendesk, Zoho Via custom API: EPIC Microsoft Teams, Microsoft Dynamics, Freshdesk, HubSpot, (Pre-built) more has pre-built integrations (through NovelVox CTI Salesforce, ServiceNow, ServiceNow, Zendesk Microsoft Dynamics, Via custom API: EPIC Connector), Freshdesk, Zendesk, Zoho ServiceNow, Zendesk, Via custom API: EPIC (through SpinSci HubSpot, NetSuite, Zoho (through Acqueon A partnership), Freshdesk, Oracle, SAP, ServiceNow, partnership) Cle HubSpot, SAP, more Zoho, more Ku O Database of 3rd-party applications vendor can source and has established Enterprise App Store Yes Yes Yes Yes Yes n/a pre-built integrations with to augment native functionality Agent Assist, Agent Coaching (QA), Chat Bot, Personality Routing, Real- time Sentiment Analysis, Nat Voice Bot (IVA), WFM, Agent Assist, Agent Bo Workow Automation Coaching (QA), Chat Bot, Agent Assist, Agent Agent Assist, Agent An (RPA) Personality Routing, Real- Coaching (QA), Chat Bot, Coaching (QA), Chat Bot Agent Coaching (QA), Chat Agent Assist, Agent time Sentiment Analysis, Personality Routing, Real- Bot, Personality Routing, Five9 Articial Intelligence Coaching (QA), Chat Bot, Voice Bot (IVA), WFM, time Sentiment Analysis, Via 3rd party: Personality Voice Bot (IVA), WFM, Coa (AI) includes Natural Personality Routing, Real- Articial Intelligence AI capabilities available Workow Automation Voice Bot (IVA), WFM, Routing, Real-time Workow Automation Rou Language Processing time Sentiment Analysis, Offering through CCaaS vendor (RPA) Workow Automation Sentiment Analysis, Voice (NLP), Machine Learning Voice Bot (IVA), WFM, (RPA) Bot (IVA), WFM, Workow Roadmap: Agent Assist, (ML), Intelligent Virtual Workow Automation Genesys AI assists with Automation (RPA) Real-time Sentiment Con Assistants (IVA), and (RPA) forecasting to optimize the Voicebots powered by Analysis as c Chatbots through resources required to Google AI, more Zoom Virtual Agent partnerships with Google meet service needs. (CCAI), IBM Watson, Microsoft Cognitive Services, and Salesforce Einstein AI (Amazon) applications. Does provider leverage a proprietary/native Platform platform or leverage a Native Native Native Native Native Native platform via third-party partnership?