Africa: Capetown (Voice PoP) APAC: Singapore (Voice PoP), Tokyo (Voice PoP) Australia: Sydney (Voice PoP) APAC: Singapore (Media PoP), Tokyo (Media PoP) APAC: Hong Kong, Osaka, APAC: Osaka, Seoul, Tokyo Canada: Montreal (core Singapore, Tokyo DC) Australia: Melbourne Australia: Sydney (Super PoP), Sydney Australia: Melbourne, Europe: Amsterdam (core (Super PoP) Sydney Canada: DC), Frankfurt (Voice PoP) Canada: Montreal, Canada: Toronto, Europe: Dublin, Frankfurt, Latin America: São Paulo Toronto Vancouver Zurich APAC: Sydney (Voice PoP) Europe: Germany, Ireland Europe: Frankfurt (Super China: Tianjin India: Mumbai Europe: Amsterdam United Kingdom: Slough PoP), Munich (Super PoP) Latin America: Brazil (core DC) Europe: Amsterdam, Latin America: São Paulo Location of supplier's core Latin America: São Paulo Latin America: São Paulo United States: Oregon, Frankfurt Primary Datacenters data centers (including United States: Atlanta (Media PoP) Virginia Middle East: United Arab media/PSTN PoPs) United Kingdom: London (core DC), Santa Clara India: Hyderabad, Mumbai Emirates (core DC) United Kingdom: London, Talkdesk is hosted on AWS United States: Chicago, Manchester cloud and leverages the Latin America: Queretaro United Kingdom: London Dallas, New Jersey, San Amazon and Google are global AWS Cloud (Mexico), São Paulo Jose used for Voice Pops as well United States: Culpeper Footprint United States: see below as to host Five9 load (VA) (FedRAMP), Dallas United States: Denver, (AWS) balancers, rewalls, and (Super PoP), Los Angeles Newark, New York City, SBCs. (Super PoP), Miami San Jose, Virginia Genesys is hosted on AWS (FedRAMP) cloud and leverages the Core data centers are in Zoom is hosted on AWS AWS Cloud Footprint in CoreSite and QTS NICE CXone is hosted on cloud and leverages the California, Ohio, Oregon, facilities. Core data AWS cloud and leverages global AWS Cloud and Virginia. centers host VCC server the global AWS Cloud Footprint clusters and customer Footprint databases. Montreal data center is a private instance of Five9 hosted in AWS, to satisfy Canadian data sovereignty requirements. link to list of locations International PSTN where voice services can Available Upon Request Available Upon Request Location List Available Upon Request Available Upon Request Location List Coverage Link be provided globally Yes (preferred US carriers are AT&T, Lumen, and Verizon) Yes (preferred US carriers Yes (Xconnect; 50 seats are AT&T, Lumen, and Additional NRC: Fair use min.) Verizon) policy Yes Additional NRC: Yes (12 Can customer leverage Additional NRC: Yes Additional MRC: Fair use add-on hours for pro. third-party SIP trunk Yes Additional NRC: No policy services) carrier for phone Additional MRC: Yes lines/numbers? Additional NRC: Yes Additional MRC: No Redundancy Strategy: Additional MRC: Yes BYOC (Bring Your Own Redundancy Strategy: Genesys Cloud supports ($12/month per seat; If so, is there an additional No Additional MRC: Yes Redundancy Strategy: If Carrier) Would require multiple three deployment models: includes 2,500 minutes, NRC or MRC cost? BYOC is unavailable, users SIP trunks between Five9 pooled or $0.13/minute Redundancy Strategy: SIP may still dial out via other and customer. All calls will Option 1: Cloud Deliver usage charge) If applicable, note trunk termination to both trunking. Additionally, have SIP trunked to and Model with Genesys Cloud recommended BYOC regional voice POPs. BYOC may allow inbound from the Five9 platform to Voice Redundancy Strategy: redundancy strategy. forwarding to alternate be processed. SIP trunks Option 2: Bring Your Own Recommend SIP trunks destination. can be over the Internet, Carrier Premises (BYOC point to both U.S. East and Five9's MPLS, or direct Premises) with Edge West for geographic connection. Appliances redundancy Option 3: Bring Your Own Carrier Cloud (BYOC Cloud) Agentless, Power, Predictive, Preview, Progressive Agentless, Power, TCPA Compliant Option Predictive, Preview, Available: Five9 provides a Progressive Manual Touch Mode, an Agentless, Power (requires industry-leading solution TCPA Compliant Option Salesforce), Predictive, for campaign lists that Available: Genesys Cloud Agentless, Power, Preview, Progressive Agentless, Power, require TCPA compliance. can provide important Predictive, Preview, (AppConnect partner) Predictive, Preview, Power, Predictive (3rd Types of outbound dialers compliance features for Progressive Progressive Outbound Dialer Options party), Progressive (3rd Manual Touch Mode offered by vendor Genesys Cloud Outbound TCPA Compliant Option party) places customers’ specic functionality to our US TCPA Compliant Option Available: If customer is TCPA Compliant Option contact lists customers. These Available: via LiveVox already compliant, Available: yes with TCPA requirements compliance tools position Talkdesk falls under on a separate system that our Genesys Cloud customer status does not have the offering as a safe option functionality of an for outbound contact automated telephone centers nationwide. dialing system (ATDS) and requires human intervention for each call to be placed. digital channels through which contact center can Digital Outreach / reach customers/visitors SMS (via API), MMS, Chat, SMS, MMS, RCS, Email, SMS, MMS, Email, Chat, SMS, RCS, Email, Chat, SMS, MMS, RCS, Email, SMS, MMS, Email, Chat Proactive Engagement Mobile App Chat, Mobile App Mobile App Mobile App Chat, Mobile App see glossary (link below) for more detail Local 10 Digit, Toll-Free, Local 10 Digit, Toll-Free, Local 10 Digit, Toll-Free, Local 10 Digit, Toll-Free, Local 10 Digit, Toll-Free, Local 10 Digit, Toll-Free, Local 10 Digit, Toll-Free, International Coverage SMS Codes Available Short Code; International Short Code, International Short Code, International Short Code, International International Coverage International Coverage (US/Canada only; others Coverage Coverage Coverage Coverage (US/Canada/Mexico only) ICB)