8/9/2019 VoIPNews Call Center Comparison Jan08[1]

http://slidepdf.com/reader/full/voipnews-call-center-comparison-jan081 1/2

8/9/2019 VoIPNews Call Center Comparison Jan08[1]

http://slidepdf.com/reader/full/voipnews-call-center-comparison-jan081 2/2

VoIP Call-Center Comparison Guide

Five9 Inc.Genesys

TelecommunicationsInteractive

IntelligenceOracle Corp. Verizon Business

Call Center Suite Dynamic Contact Center Customer Interaction

Center

Siebel Contact Center IP Enabled Contact Center

Hosted Hosted/Hybrid Premise/Hosted Premise/Hosted/Hybrid Premise/Hosted/Hybrid Target organization size SMB Medium business SMB Large enterprise Medium business

Features

 Toll-free numbers Yes No No Yes Yes

ACD and routing Yes Yes Yes Yes Yes

Auto attendant Yes Yes Yes Yes Yes

Computer Integration Yes Optional Yes Yes Yes

IVR (Integrated Voice

Response)Yes Yes Yes Yes Yes

Multichannels Chat Email/chat/video/SMS/Web Email/Web/chat/fax Email/fax/Web SMS/email/fax

CRM integration Yes Yes Yes With Oracle Siebel CRM No

Cross-sell opportunities No No Yes Yes No

Quality monitoring

Multichannel   No No Yes No No

Agent scoring   Yes No Yes No Yes

Satisfaction surveys   No No Yes No No

Interaction tracking   No No Yes Yes Yes

Work force management   No Yes Yes Yes Yes

Real-time monitoring

Whisper/Barge No No Yes No No

Email tracking No No Yes No No

SMS alerts No No Yes No No

Knowledge database No No No No No

Outbound campaigns

Predictive dialer Yes Yes No No NoCampaign reporting Yes Yes No No No