Workforce Optimization (WFO) includes Proprietary WFO; partner Proprietary WFO; partner Pro Workforce Management Proprietary WFO; Partner with CSI, Envision, with Teleopti, Verint w (WFM) - agent scheduling with Calabrio, Call Miner, Proprietary WFO; can Loxysoft, Observe.ai, Proprietary (roadmap); Workforce Optimization (Monet), and others Partner with Community NIC and forecasting - as well as NICE, Verint; can integrate integrate with any 3rd- PlayVox, Teleopti, Tethr, can integrate with third- Offerings through AppFoundry; WFM Su Quality Monitoring (QM) - with many 3rd-party party solution Verint (Monet); can party solutions integration with 3rd-party can recording analytics, solutions integrate with any 3rd- solutions customer surveys, party solution coaching tools. provider will sell WFO WFO Offered Standalone No No No No No Yes standalone GDPR, HIPAA, HITRUST, HIPAA (BAA), SOC 2, CCPA, CPNI, GDPR, ISO 27001, ISO 27018, GD Regulatory compliances CCPA, FedRAMP, GDPR, GDPR, HIPAA, PCI, SOC 2, TCPA CCPA, GDPR, HIPAA, PCI, Compliance HIPAA, PCI, SOC 2, SOX, PCI, SOC 2, TCPA the supplier meets HIPAA, PCI, SOC 2, TCPA TCPA SOC 2, TCPA SSAE-18, TCPA R Roadmap: PCI Roadmap: FedRAMP Key customer wins Aac, Aviva, CVS, FedEx, Carmax, Empire Today, Go Notable Clients (references available upon Case Studies IBM, OpenTable, Peloton Available Upon Request Available Upon Request McKesson, Siemens LinkedIn, Valvoline request) Verticals in which supplier Education, Healthcare, Finance, Healthcare, Energy/Utilities, Finance, Legal, Retail, Healthcare, Finance, Healthcare, F Top Customer Verticals has historically had the Finance, Healthcare, Retail Retail, Wealth Manufacturing Healthcare, Hospitality Financial Services Insurance H most success Management On-Site Implementation / Does the supplier charge Yes (25+ seats) Yes Yes Yes Yes No Training extra for these services? Implementation Description or link Available Upon Request Implementation Overview Available Upon Request Available Upon Request Implementation Overview Available Upon Request Av Overview providing further detail does provider integrate with external Knowledge Base(s) or offer its own Integrated Knowledge Base for Knowledge Base Integrated Native Native Native (roadmap) Native customer to populate the Native CCaaS platform to reference in AI or Agent Assist situations? Na N top cre C age Up do Wh app red Genesys Cloud CX platform is engineered to AppConnect marketplace Single application/user deliver 100% availability Ma with pre-integrated free experience for UCaaS and by NPS of 90 for pro services trials (30-45 day) of CCaaS, including one All deployments use at and NPS of 88 for Day 2 CCAAS tools like WFM, management portal Outbound capabilities least three Amazon pu support in 2022 QM, Dialers and advanced availability zones in an Industry leader with G analytics Video-rst strategy (Full Compliance controls active-active-active robust omni-channel and wh unique features of the Five9 Workforce inbound video feature set) Differentiators architecture, and are load- workforce optimization provider Automation (WFA) Commissions are paid on All-In-one with own tools balanced across multiple solutions, including speech solution can streamline a AppConnect revenue Omnichannel and AI AZs analytics and AI variety of tasks such as capabilities à la carte modules - land emailing an invoice or Global availability in over without ACD If issues are detected, the saving notes to a case. 100 countries with Pace of Innovation: trafc is spread across the industry leading MOS Monthly releases of remaining healthy in score of 4.3 critical features Genesys Cloud CX pho instances and Cu 10 202 ou as t c mor in 2 thu t sat