|
 |
 |
 |
 |
 |
 |
 |
 |
Gartner Customer Rating |
4.5 |
4.0 |
4.2 |
N/A |
4.0 |
N/A |
N/A |
N/A |
Capterra Customer Ratings |
4.5 |
4 |
4 |
N/A |
4 |
3.5 |
4 |
4 |
G2 Customer Ratings |
4.9 |
3.8 |
3.5 |
3.1 |
3.9 |
3.9 |
3 |
4.3 |
Compliance |
HITRUST HIPAA PCI SOC 2 & 3 |
FISMA HIPAA PCI SSAE 16 SOC 2 |
HIPAA PCI SOC 2 |
HIPAA PCI SSAE 16 SOC 2 |
HIPAA PCI SOC 2 |
HIPAA PCI |
HIPAA PCI SOC 2 |
PCI |
Datacenters |
USA, UK, Netherlands,Australia |
USA, Canada, UK, Netherlands, Brazil, Singapore, Australia, Hong Kong |
USA, UK and Netherlands |
USA, Netherlands, Germany, UK, Brazil, Hong Kong, Sydney, Singapore |
USA, UK, Germany, Hong Kong, Philipines |
US, Canada, UK, Australia |
US, Canada, UK,Singapore, Brazil & Japan coming soon |
US & Canada |
Strengths |
25% less expensive than other contact center providers |
8x8 can provide both CCaaS and UCaaS functionality natively |
Five9 uses inContact's platform for contact center |
MPLS & QoS over its network |
Strong brand recognition |
Easy configuration and set-up |
Revenue growth of more than 30% |
User-friendly |
Weaknesses |
Evolve IP does not have a strong brand presence internationally |
UCaaS & CCaaS are poorly integrated, poor call quality & reliability |
According to Gartner, “Five9 has less experience in supporting large contact centers as compared to other vendors listed in the MQ" |
OTT only, Limited UC softphone capabilities and extremely high customer churn |
According to Gartner, customers are frustrated with inContact's Poor Account Management quality. Also,they are 30-40% higher than Evolve IP's per seat cost |
Mitel products are not interoperable with each other |
Poor QoS and Support documentation |
Intermittent outages and quality issues |
CRM Integrations |
MS Dynamics NetSuite Oracle Salesforce SugarCRM Zendesk |
MS Dynamics NetSuite Open CRM APIs Salesforce Zendesk |
Calabrio CSI MS Dynamics NetSuite NICE Oracle Salesforce SugarCRM Velocify Verint Zendesk |
MS Dynamics NetSuite NICE Oracle Salesforce SugarCRM Velocify Zendesk |
MS Dynamics NetSuite Open API Oracle Salesforce SugarCRM Zendesk |
Google Voice Property Voice MS Dynamics MS SfB Salesforce SugarCRM Zendesk |
MS Dynamics NetSuite Open API Oracle Salesforce SugarCRM Zendesk |
MS Dynamics NetSuite Oracle Salesforce SugarCRM Zendesk Zoho |
Gartner Magic Quadrant |
Included |
Included |
Included |
N/A |
Included |
N/A |
N/A |
N/A |
Platform |
Proprietary |
Proprietary |
Proprietary |
Proprietary & Third-party |
Proprietary |
Proprietary |
Third-party |
Third-party |
Company Type |
Mid-Market Small Enterprise Mid-Enterprise Large Enterprise |
Mid-Market Small Enterprise Mid-Enterprise |
Mid-Market Small Enterprise Mid-Enterprise Large Enterprise |
Mid-Market Small Enterprise Mid-Enterprise Large Enterprise |
Mid-Market Small Enterprise Mid-Enterprise Large Enterprise |
SMB Mid-Market Small Enterprise Mid-Enterprise Large Enterprise |
Mid-Market Small Enterprise Mid-Enterprise Large Enterprise |
Mid-Market Small Enterprise Mid-Enterprise Large Enterprise |
Average Customer Size |
100 - 2,000 seats |
150 seats |
100 seats |
50 seats |
200 seats |
N/A |
200 seats |
35 seats |
Industry Focus |
Healthcare Financial Insurance Veterinary Manufacturing Legal |
BPO Consumer Financial Services Healthcare Technology |
BPO Consumer/Retail Financial Services Healthcare Technology |
BPO Consumer Financial Services Healthcare Technology |
BPO Consumer/Retail Financial Services Healthcare Technology |
Healthcare Hospitality Manufactuting Property Manag. Sports/Media |
BPO Consumer/Retail Financial Services Healthcare Technology |
Consumer Financial Services Healthcare Retail Technology |
Locations |
NA Europe Asia/Pac |
NA Europe Asia/Pac |
NA LATAM Europe Middle East |
NA Europe |
NA LATAM EMEA Asia/Pac |
NA Europe Australia |
NA LATAM EMEA Asia/Pac |
NA Europe |
Other Cloud Solutions |
Unified Communications, IP Phone Systems, Disaster Recovery, Virtual Desktops, Networks, Infrastructure, Identity Management |
Unified Communications, IP Phone Systems |
Unified Communications, IP Phone Systems |
Unified Communications, IP Phone Systems |
Unified Communications, IP Phone Systems |
Unified Communications, IP Phone Systems |
Unified Communications, IP Phone Systems |
Unified Communications, IP Phone Systems |
Integrated UCaaS & CCaaS |
Yes |
Yes |
No |
No |
No |
No |
No |
No |