Zoom Contact Center
Zoom Contact Center versus market leaders.
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
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)
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.
LLM: Anthropic, OpenAI, LLM: OpenAI Zoom Verticals: CPG, Education, Verticals: Retail, LLM: Available Upon Energy/Utilities, Financial Technology Request Services, Government, Insurance, Healthcare, BYO AI: yes Verticals: n/a Hospitality/Travel, LLM: HuggingFace; others Manufacturing, LLM(s) leveraged by LLM: NICE CXone Expert OpenAI Integration: BYO AI: yes Pharmaceuticals, Real provider's platform Verticals: none pre- Zoom’s unique federated Estate, Retail, Technology, trained; can be congured Verticals: Financial approach to generative AI LLM: DialpadGPT OpenAI Integration: Five9 Telecommunications, verticals where LLM pre- for additional cost Services, Healthcare, is designed to deliver high Studio provides pre-built Transportation trained with industry- Hospitality, Retail, quality results by Verticals: n/a tasks for FAQs. Answers BYO AI: yes specic information is BYO AI: yes Telecommunication, Travel dynamically incorporating Large Language Model can be stored in Studio available Zoom’s articial BYO AI: no datastores. Question can OpenAI Integration: have OpenAI Integration: can BYO AI: yes intelligence model as well either be identied by NLU ofcial partnership with ability to support BYO AI use open APIs to connect as third-party articial OpenAI Integration: n/a application or by OpenAI & using their OpenAI directly to OpenAI Integration: intelligence models leveraging built-in enterprise API. options for using Open AI Genesys Cloud CX, deploys OpenAI in the provided by integration in solution primarily through Web NICE private cloud subprocessors, such as with OpenAI. OpenAI inte Based on the use case & Messenger. OpenAI and Anthropic. gration requires API key to complexity of the task, With this approach, AI be provided by customer. Sprinklr AI team evaluates Companion can SLAs with OpenAI are different models to best incorporate innovations in managed by customer. use across Sprinklr articial intelligence capabilities based on models while getting the performance, latency, & benets of improved efciency. quality and performance. Attribute / Skill-based Attribute / Skill-based Attribute / Skill-based Routing, Bullseye Routing, Attribute / Skill-based Routing, Omni-Channel Routing, Bullseye Routing, Omni-Channel Queues, Routing, Bullseye Routing, Attribute / Skill-based Attribute / Skill-based Queues, Priority Routing Omni-Channel Queues, Predictive Routing, Omni-Channel Queues, Routing, Omni-Channel Routing, Bullseye Routing, supported call routing Routing Options Personality Routing, Preferred Agent Routing, Personality Routing, Queues, Predictive Omni-Channel Queues, models Additional Capabilities: Predictive Routing, Priority Routing Predictive Routing, Routing, Preferred Agent Preferred Agent Routing, Longest Idle, Preferred Agent Routing, Preferred Agent Routing, Routing, Priority Routing Priority Routing Simultaneous, Sequential Priority Routing Additional Capabilities: Priority Routing Read more here and here Proprietary Proprietary Proprietary Proprietary Third-Party (Assembled, Third-Party (Playvox) Proprietary Third-Party (Calabrio, Calabrio, CallMiner, Third-Party (Verint) Third-Party (Full List) Playvox, Verint) Community WFM, Eleveo, WEM solution features, Features Include: Features Include: Verint) Workforce Engagement whether proprietary or Gamication, Performance Features Include: Features Include: Gamication, Performance Features Include: (WEM) Offering enabled by strategic 3rd- Management, Quality Gamication, Performance Gamication, Performance Management, Quality Gamication, Performance Features Include: party partners Management (QM), Management, Quality Management, Quality Management (QM), Management, Quality Gamication, Performance Workforce Management Management (QM), Management (QM), Workforce Management Management (QM), Management, Quality (WFM) Workforce Management Workforce Management (WFM) Workforce Management Management (QM), (WFM) (WFM) (WFM) Workforce Management (WFM) CCPA, CPNI, FedRAMP, CCPA, CPNI, CSA, CCPA, CPNI, CSA, GDPR, FINRA, GDPR, HIPAA, CPNI, CSA, FINRA, GDPR, FedRAMP, FINRA, GDPR, HIPAA, ISO 27001, PCI, HITRUST, ISO 27001, PCI, CSA, GDPR, HIPAA, ISO HIPAA, HITRUST, ISO CCPA, CPNI, CSA, GDPR, HIPAA, HITRUST, ISO Regulatory compliances SOC 2, SOX SOC 2, SOX 27001, PCI, SOC 2 27001, SOC 2, SOX Compliance HIPAA, ISO 27001, PCI, 27001, PCI, SOC 2, SOX the supplier meets SOC 2, SOX Additional Compliances: Additional Compliances: Compliance Page Additional Compliances: Additional Compliances: Full List AGID, ENS, HDS, IRAMP, Full List Full List ISO 27018,Full List link to provider's case Case Studies Case Studies Case Studies Case Studies Case Studies Case Studies Case Studies studies page Verticals in which supplier Automotive, Education, Education, Healthcare, Finance, Healthcare, Energy/Utilities, Finance, Legal, Retail, Healthcare, Top Customer Verticals has historically had the Finance, Professional Finance, Healthcare, Retail Retail, Wealth Manufacturing Healthcare, Hospitality Financial Services most success Services, Retail Management On-Site Implementation / Does the supplier charge Yes Yes (25+ seats) Yes Yes Yes Yes Training extra for these services? Implementation Description or link Implementation Overview Available Upon Request Implementation Overview Available Upon Request Available Upon Request Implementation Overview Overview providing further detail does provider integrate with external Knowledge Base(s) or offer its own Integrated Integrated Knowledge Base for Knowledge Base Integrated Integrated Native Native customer to populate the Native Native CCaaS platform to reference in AI or Agent Assist situations? Collection of reports Downdetector offering real-time status Downdetector Downdetector Downdetector Downdetector Downdetector Downdetector and outage information
NPS of 80+ for pro Google gives Dialpad an services and Day 2 support exception partner status - Genesys is one of the in 2023. meaning they are not in biggest privately held tech AppConnect marketplace the Google Marketplace companies in the world with pre-integrated free Inference IVA (Interactive but will still retire a with an annual R&D trials (30-45 day) of Virtual Agent) solution is a customer's Google spend investment of over CCAAS tools like WFM, Only provider with one great land & expand requirements. $300M. QM, Dialers and advanced client for video meetings, standalone solution that Industry leader with analytics webinars, events, phone, can overlay any existing robust omni-channel and unique features of the Native voice Intelligence We have over 7,500 chat, mail, calendar, omni- Differentiators ACD platform. workforce optimization technology A.I. to give agents real- customers, over 30 years’ Commissions are paid on channel CX suite, WFM, solutions, including speech time sentiment analysis, experience, and over 1,500 AppConnect revenue QM, HR, whiteboarding, Five9 Workforce analytics and AI transcription, and partners earned by deeply recording, notes, docs, all Automation (WFA) compliance adherence. understanding the needs Global availability in over with AI Companion. solution can streamline a of our customers. 100 countries with variety of tasks such as Built on Google Cloud's industry leading MOS emailing an invoice or Platform using We own over 1,500 active score of 4.3 saving notes to a case microservices patents. without requiring human architecture. intervention. Legend - Glossary of Terms