Data Quadrant Awards 2020

Contact Center as a Service (CCaaS)


SoftwareReviews names Genesys Cloud, Five9 Virtual Contact Center, and Twilio Flex as Contact Center as a Service (CCaaS) Data Quadrant Award Winners.

Contact Center as a Service (CCaaS)

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
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Contact Center as a Service (CCaaS) 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


Genesys

Genesys Cloud

Genesys Cloud creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Provide exceptional experiences for employees and customers and reap the benefits of speedy deployments, reduced complexity and simple administration — transforming your contact center into an experience center.

8.1

Composite
Score

Composite
Score

+80

Emotional
Footprint

Emotional
Footprint

86%

Likeliness to
Recommend

Likeliness
to Recommend

data-quadrant-awards-badge 2020
29Reviews

Five9

Five9 Virtual Contact Center

Five9 Contact Center Software enables agents to be more effective on the phone - so they can sell more and service better. Smart Dialers give agents more time with live prospects. Intelligent Routing gets calls to the right agent. On-Screen Caller Info puts customer information at their fingertips. And everything is automatically logged to your CRM.

8.1

Composite
Score

Composite
Score

+89

Emotional
Footprint

Emotional
Footprint

81%

Likeliness to
Recommend

Likeliness
to Recommend

data-quadrant-awards-badge 2020
17Reviews

Twilio

Twilio Flex

Flex delivers what you need to run an enterprise contact center out-of-the-box. Deploy and customize discrete components to match your exact business needs without deciding between build or buy.

7.9

Composite
Score

Composite
Score

+83

Emotional
Footprint

Emotional
Footprint

78%

Likeliness to
Recommend

Likeliness
to Recommend

data-quadrant-awards-badge 2020
13Reviews

Vendor Capability Awards


Availability and Quality of Training

Genesys Cloud