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Mid-market solution bundles

table

AI Agent Assistance
Smart Compose & Suggestions check
Real-time Coaching & Assistance: Hints check check
Real-time Coaching & Assistance: Checklists check
Auto Summarization check1 check check check check check
Auto Notetaking (Entity Recognition & Extraction) check check
Self-Serve Guided Workflows check check
Knowledge Base & Guided Workflows Search check check
Knowledge Assist (Generative) check check
Performance, Coaching, QA
Observability: Post Call Monitoring check check check check check check
Observability: Live Conversation Monitoring check check check check
Coaching Plans & Scorecards check check check check
Performance Insights check check check check
Assistance Insights check check
QA Workflows & Auto QA check check check check
Raise Hand + Live Assist (Voice Only) check
Insights and Trends
Customer Insights check check check check
Conversation Sentiment and Emotion check check check check
Outcome Insights check check check check
Topic Discovery check check check check
Trends & Anomalies check check check check
Platform
Bespoke Custom AI Behavior Model (4 Behaviors) check check check check
Pre-built Custom AI Behavior Model check check check check
Self-Service AI Rule Builder (Opera) check check check check
Personalization from Customer Record / Workflow Automation Based on Conversation Entities check check check check
Real-Time Processing and Transcription check check check check
PII Redaction check check check check check check
Major CCaaS Platform Integration check check check check check check
Platform Add-on Options (Additional Charges Apply)
Multi-Language Support check check check check check check
Additional Bespoke Custom AI Behaviors (4) check check check check check check
Additional Integration (CRM, CCaaS, etc) check check check check check check

* – Add-on
1 – Only available on Five9
2 – Chat only available for LivePerson (Q4 FY24) and Five9 (Q1 FY25)