Data Quadrant Awards 2019

Virtual Assistants & Chatbots


SoftwareReviews names Dialogflow, Drift, Amazon Lex, and Zendesk Chat as Virtual Assistants & Chatbots Data Quadrant Award Winners.


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Virtual Assistants & Chatbots

Data Quadrant

Data Quadrants are proudly founded in 100% user review data and are free of traditional "magical" components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.

The SoftwareReviews Data Quadrant evaluates and ranks products based on feedback from IT and business professionals. The placement of a software in the Data Quadrant indicates its relative ranking as well as its categorization.

Read The In-Depth Report

A thorough evaluation and ranking of all software in an individual category to compare software across every dimension.

  • user satisfaction rankings
  • |
  • vendor capability comparisons
  • |
  • business value scores
  • |
  • individual feature evaluations
  • |
  • emotional connection to products
Buyer's Guide View Preview
Virtual Assistants & Chatbots Data Quadrant

Note The axes ranges are dynamically adjusted based on minimum and maximum values in the dataset

Evaluate the Complete

Software Experience

When distilled down, the software experience is shaped by both the experience with the software and the relationship with the vendor. Evaluating enterprise software along these two dimensions provides a comprehensive understanding of the product and helps identify vendors that can deliver on both.

Product Features and Satisfaction

The satisfaction is captured in the overall satisfaction score, which is driven by the likelihood of users to recommend the software, combined with user satisfaction across top product features.

Vendor Experience and Capabilities

The vendor relationship is calculated in a weighted average of the satisfaction scores tied to vendor capabilities (e.g. software implementation, training, customer support, product roadmap) as well as emotional response ratings toward the vendor (e.g. trustworthy, respectful, fair).

Gold Medalists


Dialogflow

Dialogflow

Give users new ways to interact with your product by building engaging voice and text-based conversational interfaces, such as voice apps and chatbots, powered by AI.

8.3

Composite
Score

Composite
Score

+94

Emotional
Footprint

Emotional
Footprint

78%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
16Reviews

Drift

Drift

With Drift any conversation can be a conversion. Instead of traditional marketing and sales platforms that rely on forms and follow ups, Drift connects your business with the best leads in real-time.

8.2

Composite
Score

Composite
Score

+89

Emotional
Footprint

Emotional
Footprint

80%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
10Reviews

Amazon.com

Amazon Lex

Amazon Lex is a service for building conversational interfaces into any application using voice and text. Amazon Lex provides the advanced deep learning functionalities of automatic speech recognition (ASR) for converting speech to text, and natural language understanding (NLU) to recognize the intent of the text, to enable you to build applications with highly engaging user experiences and lifelike conversational interactions.

8.0

Composite
Score

Composite
Score

+82

Emotional
Footprint

Emotional
Footprint

83%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
54Reviews

Zendesk

Zendesk Chat

Live chat and messaging create a personal connection with customers looking for support. It’s a fast and effective way to offer help—without interrupting their experience.

7.9

Composite
Score

Composite
Score

+85

Emotional
Footprint

Emotional
Footprint

78%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
25Reviews

Vendor Capability Awards


Availability and Quality of Training

Drift

Badge Winner

Breadth of Features

LiveChat

Badge Winner

Business Value Created

Dialogflow

Badge Winner

Ease of Customization

Watson

Badge Winner

Ease of Data Integration

Amazon Lex

Badge Winner

Ease of IT Administration

Drift

Badge Winner

Ease of Implementation

Drift

Badge Winner

Product Strategy and Rate of Improvement

Drift

Badge Winner

Quality of Features

Dialogflow

Badge Winner

Usability and Intuitiveness

Zendesk Chat

Badge Winner

Vendor Support

LivePerson LiveEngage

Badge Winner

Vendor Capability Awards


Availability and Quality of Training

Drift


Breadth of Features

LiveChat


Business Value Created

Dialogflow


Ease of Customization

Watson


Ease of Data Integration

Amazon Lex


Ease of IT Administration

Drift


Ease of Implementation

Drift


Product Strategy and Rate of Improvement

Drift


Quality of Features

Dialogflow


Usability and Intuitiveness

Zendesk Chat


Vendor Support

LivePerson LiveEngage


Other Evaluated Vendors


LiveChat

LiveChat

LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat.

7.8

Composite
Score

Composite
Score

+79

Emotional
Footprint

Emotional
Footprint

80%

Likeliness to
Recommend

Likeliness
to Recommend

69Reviews

IBM

Watson

Watson lets you learn more with less data. You can integrate AI into your most important business processes, informed by IBM’s rich industry expertise.

7.8

Composite
Score

Composite
Score

+74

Emotional
Footprint

Emotional
Footprint

84%

Likeliness to
Recommend

Likeliness
to Recommend

17Reviews

LivePerson

LivePerson LiveEngage

Our product, LiveEngage®, now lets you message consumers through the channel of their choice. Whether on your website, app, or mobile web, engagements can be set up anywhere and customized however you want. Consumers can contact you or, more importantly, continue a conversation with you — starting off wherever it’s most convenient for them.

7.8

Composite
Score

Composite
Score

+85

Emotional
Footprint

Emotional
Footprint

81%

Likeliness to
Recommend

Likeliness
to Recommend

13Reviews

Nuance Communications

Nina

Nina, the Nuance Intelligent Virtual Assistant, designed to deliver an intuitive, automated experience for all your digital channels by engaging your customers in natural conversations using voice or text.

7.5

Composite
Score

Composite
Score

+78

Emotional
Footprint

Emotional
Footprint

76%

Likeliness to
Recommend

Likeliness
to Recommend

11Reviews

IPsoft

Amelia

Amelia helps deliver business value, while also creating new lines of revenue and new customer experiences. She turns every customer-facing touchpoint into a more enjoyable experience.

7.3

Composite
Score

Composite
Score

+72

Emotional
Footprint

Emotional
Footprint

70%

Likeliness to
Recommend

Likeliness
to Recommend

15Reviews

For the full press release, click here. For the full list of vendors in this space, click here.

About Gold Medal Awards and Software Reports

SoftwareReviews Gold Medal Awards recognize outstanding vendors in the technology marketplace as evaluated by their users. Gold Medals are the capstone of an in-depth software evaluation report, and awarded using a proprietary, transparent methodology based on a composite satisfaction score that averages four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The Net Emotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair). The top 5 vendors in a software category are eligible for awards pending composite scores achieve a sufficiently high satisfaction threshold.

Software Reports present comprehensive evaluations of software vendors on the above elements. Software buyers can use this data to make more informed, data-driven software purchasing and renewal decisions.

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