options for callers to avoid waiting on hold Agent First, Customer Agent First, Customer Agent First, Customer Agent First, Customer Agent First, Customer Hold Place in Queue, Queue Callback First, Hold Place in Queue, First, Hold Place in Queue, First, Hold Place in Queue, First, Hold Place in Queue, First, Hold Place in Queue, Scheduled Callback see glossary (link below) Scheduled Callback Scheduled Callback Scheduled Callback Scheduled Callback Scheduled Callback for more detail Agent Agent Agent Agent Agent and/or Supervisor Mobile App Available? Agent n/a version Supervisor Supervisor Supervisor Supervisor Chat (Agent), Email, Fax, Chat (Agent), Co-browse, Chat (Agent), Email, MMS, MMS, SMS, Social Media, Email, Fax, MMS, SMS, SMS, Social Media, Video, Chat (Agent), Co-browse, Chat (Agent), Co-browse, Work Item Routing Inbound Digital Channels options for communication Chat (Agent), Email, MMS, Work Item Routing Work Item Routing Email, SMS, Social Media, Email, Fax, SMS, Social (ServiceCloud Voice Only) / Features offered by CCaaS vendor SMS, Social Media, Video Video Media, Work Item Routing Third-Party: Social Media, Third-Party: Co-browse, Third-Party: Co-browse, Video Fax Video Inbound/Outbound: Apple Business Chat, Facebook, Inbound/Outbound: Inbound/Outbound: Apple Instagram, LinkedIn, X Facebook, Instagram, Business Chat, Facebook, (Twitter), WeChat, LINE, LinkedIn, X (Twitter), Google Business Inbound/Outbound: Apple Inbound/Outbound: Apple WhatsApp, YouTube Social media and related WeChat, WhatsApp, Messages, Instagram, Business Chat, Facebook, Business Chat, Facebook, Inbound/Outbound: Social Channels applications that vendor YouTube LINE, LinkedIn, Telegram, Instagram, LinkedIn, LinkedIn, X (Twitter), Full List available through Facebook, WhatsApp can intelligently queue Viber, X (Twitter), WeChat, WhatsApp WeChat, WhatsApp AppConnect partner. Social media support via WhatsApp, YouTube Genesys AppFoundry Native support for partner PureSocial. Full List Facebook Messenger and WhatsApp. Agent Scripts Agent Scripts Agent Scripts Agent Scripts Agent Scripts Agent Scripts Live Agent Barge/Take Live Agent Barge/Take Live Agent Barge/Take Live Agent Barge/Take Over Function Live Agent Barge/Take Live Agent Barge/Take Over Function Over Function Over Function Over Function Over Function Live Agent Live Agent Live Agent Live Agent Coaching/Whisper Live Agent Live Agent Coaching/Whisper miscellaneous capabilities Coaching/Whisper Coaching/Whisper Function Coaching/Whisper Coaching/Whisper Other Features Function of the CCaaS vendor Function Function Function Function Screen Recording Screen Recording (third Screen Recording Screen Recording Screen Recording Screen Recording party) Speech & Text Analytics Speech & Text Analytics Speech & Text Analytics Speech & Text Analytics Speech & Text Analytics Speech & Text Analytics Surveys / CSAT Surveys / CSAT Surveys / CSAT Surveys / CSAT Surveys / CSAT Surveys / CSAT Full List Does contact center solution include customer Native CRM Included No No Yes (limited functionality) No Yes Yes (limited functionality) relationship management capabilities natively? Is solution provider participating in Microsoft Microsoft Teams Certied Teams Connected contact No Yes Yes Yes Yes No center certication program? Native: Microsoft Native: Microsoft Native: Bullhorn, Dynamics, Microsoft Native: Bullhorn, Native: Athena Health, Dynamics, Microsoft Native: Microsoft HubSpot, Kustomer, Teams, NetSuite, Oracle, Kustomer, Microsoft Cerner, EPIC, Freshdesk, Teams, Salesforce, SAP, Dynamics, Salesforce, Microsoft Dynamics, Salesforce, ServiceNow, Dynamics, Microsoft HubSpot, Kustomer, ServiceNow, Zendesk ServiceNow, Zendesk Microsoft Teams, Zendesk, Zoho Teams, NetSuite, Oracle, Microsoft Dynamics, Salesforce, ServiceNow, Salesforce, SAP, Microsoft Teams, Oracle, Third Party: Cerner, EPIC, Third Party: Slack, Slack, Zendesk, Zoho Third Party: Cerner, EPIC, ServiceNow, Slack, Salesforce, ServiceNow, 3rd-party SaaS solutions Freshdesk, HubSpot, Jack SugarCRM, Zoho Line of Business App Freshdesk, HubSpot, Jack SugarCRM, Zendesk Slack, Zendesk, Zoho the supplier has integrated Henry, Kustomer, Integrations Third Party: Athena Henry, Kustomer, SAP, with NetSuite, Oracle, Custom: Athena Health, Health, Cerner, EPIC, Slack Third Party: Athena Third Party: Jack Henry SugarCRM, Zoho Bullhorn, Cerner, EPIC, Freshdesk, Halo CRM, Health, Cerner, EPIC, Freshdesk, HubSpot, Jack Jack Henry, NetSuite, Custom: Athena Health, Freshdesk, HubSpot, Jack Custom: NetSuite, SAP, Custom: Athena Health, Henry, Kustomer, Oracle, SAP, SugarCRM Bullhorn, Halo CRM, Henry, Zoho SugarCRM Bullhorn, Slack Microsoft Teams, SugarCRM NetSuite, Oracle, SAP Full List Full List Full List Full List Full List Database of 3rd-party applications vendor can source and has established Enterprise App Store Yes Yes Yes Yes Yes Yes pre-built integrations with to augment native functionality Native: AI-derived CSAT, Business Insights Native: AI-derived CSAT, (Conversation Chat Bot, Knowledge Trends/Keyword Retrieval, Next-Best Spotting/Topic Mining), Action, Post-Interaction Chat Bot, Next-Best AI-derived CSAT, Business Summarization, Quality Action, Post-Interaction Insights (Conversation Assurance Scoring, Real- Summarization, Quality Native: AI-derived CSAT, Native: Business Insights Trends/Keyword time Coaching, Sentiment Assurance Scoring, Real- Business Insights Business Insights, Chat (Conversation Spotting/Topic Mining), Analysis time Coaching, Sentiment (Conversation Bot, Next-Best Action, Trends/Keyword Chat Bot, Knowledge Analysis, Voice Bot (IVA) Trends/Keyword Quality Assurance Scoring, Spotting/Topic Mining), Retrieval, Next-Best Additional Capabilities: Spotting/Topic Mining), Real-time Coaching, Chat Bot, Knowledge Action, Post-Interaction Articial Intelligence AI capabilities available Live Call Transcription, Additional Capabilities: Chat Bot, Knowledge Sentiment Analysis, Voice Retrieval, Next-Best Summarization, Quality Offering through CCaaS vendor Real Time Agent Assist Five9 Articial Intelligence Retrieval, Next-Best Bot (IVA) Action, Post-Interaction Assurance Scoring, Real- Cards, Speech Pattern (AI) includes Natural Action, Post-Interaction Summarization, Quality time Coaching, Sentiment Coaching, Alerts and Language Processing Summarization, Quality Additional Capabilities: Assurance Scoring, Analysis Notications, Digital Self (NLP), Machine Learning Assurance Scoring, Real- Voice bots powered by Sentiment Analysis, Voice Service Chat Bot, AI CSAT, (ML), Intelligent Virtual time Coaching, Sentiment Google AI; Full List Bot (IVA) Additional Capabilities: AI Call Recaps, Ai Call Assistants (IVA), and Analysis, Voice Bot (IVA) Zoom Virtual Agent; Full Notes, AI Action Items, AI Chatbots through List Scorecards, Post Call partnerships with Google Analytics, AI Custom (CCAI), IBM Watson, Moments and Keyword Microsoft Cognitive Search Services, and Salesforce Einstein AI (Amazon) applications.