Zoom Contact Center

Zoom Contact Center

Zoom Contact Center, Zoom CCaaS.

CCaaS Matrix link to provider's Provider Dialpad Five9 Genesys NICE CXone Talkdesk Zoom Pathnder prole HQ Location of headquarters San Francisco, CA San Ramon, CA Menlo Park, CA Sandy, UT San Francisco, CA San Jose, CA # of Employees in-house staff 1,200 2,400 6,300 6,500 2,000 7,000 Year supplier began 1st Year Offering CCaaS offering contact center 2018 2001 2015 1997 2015 2022 services Privately owned or Public / Private Private Public: FIVN Private Public: NICE Private Public: ZM publicly traded Does provider leverage a proprietary/native Platform platform or leverage a Native Native Native Native Native Native platform via third-party partnership? Uptime standard stated in 99.99% (non-enterprise); Published Uptime SLA 99.999% 100% 99.99% 100% 99.999% service level agreement 100% (enterprise) 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 $165 MRC 3 seats 30 seats $2,000 MRC 5 seats no minimum MRC engage 10,000 seats. provider’s largest Largest Deployment Available Upon Request Additional information 30,000 seats Available Upon Request 3,000 seats 2,000 seats customer win available upon request Named (one for every agent) Concurrent Concurrent (ICB) Concurrent (shared Concurrent Concurrent Concurrent Available Pricing Models between agents, i.e. Named Named Named working in shifts) 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 round up to next full round up to next full Usage Billing bill in 6 second increments bill in 6 second increments minute usage minute minute minute minute # of concurrent call paths Ports / Call Paths unlimited 3 ports unlimited 3 ports unlimited unlimited per agent license Does the supplier have a yes Proprietary Cloud PBX telephony solution for yes yes yes no yes Option Available back ofce (non-agent) 1CX personas? Cox, Lumen, Fusion UCaaS providers who can AT&T, CallTower, CBTS, Momentum, RingCentral, UCaaS Resellers no no Connect, RapidScale, no resell the CCaaS solution net2phone, Nextiva Verizon Windstream Altocloud, Bold360, Brand Embassy, Companies acquired and Exceed.ai, Interactive HighFive, Kare, Koopid, Inference, Virtual ContactEngine, GoMoxie, Key Acquisitions integrated into the Intelligence, nGUVU, n/a Solvvy (Conversational AI) TalkIQ Observer (CSI), WhenDu Mattersight, MindTouch, supplier's offering Pointillist, Silver Lining Satmetrix Solutions