Data Quadrant Awards 2021
Contact Center as a Service (CCaaS)
SoftwareReviews names Five9 Virtual Contact Center, Genesys Cloud, and Twilio Flex as Contact Center as a Service (CCaaS) Data Quadrant Award Winners.
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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
30+ pages
Note Software product placement is based on the scores provided by users, recency of the reviews, and review volume. Axes are dynamically adjusted based on the minimum and maximum values in the data set.
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
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
80%
Likeliness to
Recommend
Likeliness
to Recommend
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.
8.0
Composite
Score
Composite
Score
+79
Emotional
Footprint
Emotional
Footprint
86%
Likeliness to
Recommend
Likeliness
to Recommend
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.
8.0
Composite
Score
Composite
Score
+84
Emotional
Footprint
Emotional
Footprint
79%
Likeliness to
Recommend
Likeliness
to Recommend
Vendor Capability Awards
Availability and Quality of Training
Genesys Cloud
Breadth of Features
Five9 Virtual Contact Center
Business Value Created
Genesys Cloud
Ease of Customization
Five9 Virtual Contact Center
Ease of Data Integration
NICE inContact CXone
Ease of IT Administration
NICE inContact CXone
Ease of Implementation
Genesys Cloud
Product Strategy and Rate of Improvement
Twilio Flex
Quality of Features
Twilio Flex
Usability and Intuitiveness
Zendesk Talk
Vendor Support
Zendesk Talk
Vendor Capability Awards
Availability and Quality of Training
Genesys Cloud
Breadth of Features
Five9 Virtual Contact Center
Business Value Created
Genesys Cloud
Ease of Customization
Five9 Virtual Contact Center
Ease of Data Integration
NICE inContact CXone
Ease of IT Administration
NICE inContact CXone
Ease of Implementation
Genesys Cloud
Product Strategy and Rate of Improvement
Twilio Flex
Quality of Features
Twilio Flex
Usability and Intuitiveness
Zendesk Talk
Vendor Support
Zendesk Talk
Other Evaluated Vendors
NICE Systems
NICE inContact CXone
inContact cloud contact center gives companies of any size flexibility and scalability with their agents, so that their team can be anywhere at any time. Deploying agents is easy and cost effect and can be done quickly with a cloud solution. Companies only pay for what they need, when they need it.
7.8
Composite
Score
Composite
Score
+79
Emotional
Footprint
Emotional
Footprint
78%
Likeliness to
Recommend
Likeliness
to Recommend
Cisco Systems
Cisco Webex Contact Center
Unified Contact Center Enterprise helps you provide contextual, continuous, and high-capability experiences. Fault tolerance helps ensure uninterrupted operation. Comprehensive reporting gives you the business intelligence you need to optimize your contact center.
7.7
Composite
Score
Composite
Score
+79
Emotional
Footprint
Emotional
Footprint
78%
Likeliness to
Recommend
Likeliness
to Recommend
Avaya
Avaya OneCloud
Avaya provides the most complete portfolio of software and services for multi-touch contact center and unified communications offered on premises, in the cloud, or a hybrid. Today’s digital world centers on communications enablement, and no other company is better positioned to do this than Avaya.
7.7
Composite
Score
Composite
Score
+80
Emotional
Footprint
Emotional
Footprint
77%
Likeliness to
Recommend
Likeliness
to Recommend
Zendesk
Zendesk Talk
Even in the age of emails, texts, and DMs, sometimes a problem is best solved by talking to a real human. Zendesk Talk connects a voice channel into Zendesk’s omnichannel solution—allowing agents to easily pick up the conversation from any channel and resolve complex issues faster. Businesses of all sizes can quickly deploy a voice solution tailored to their needs and easily adapt as their customer needs evolve.
7.7
Composite
Score
Composite
Score
+77
Emotional
Footprint
Emotional
Footprint
75%
Likeliness to
Recommend
Likeliness
to Recommend
Vonage
Vonage Contact Center
Transform communications inside and outside your organization with Vonage contact centers. For companies using Salesforce, our Salesforce contact center solution (formerly NewVoiceMedia) provides full integration for great customer and agent experiences. We've also got other cloud contact center options for any business size or need.
7.5
Composite
Score
Composite
Score
+84
Emotional
Footprint
Emotional
Footprint
69%
Likeliness to
Recommend
Likeliness
to Recommend
Evolve IP, LLC.
Evolve IP Contact Center as a Service
Provide a ‘WOW!’ customer experience with Evolve IP’s omnichannel contact center solution. Our integrated communications and contact center platform will be Purpose-Built® for your business with all of the features you need to run a world-class call center!
7.1
Composite
Score
Composite
Score
+73
Emotional
Footprint
Emotional
Footprint
64%
Likeliness to
Recommend
Likeliness
to Recommend
Aspect Software Inc
Aspect Via Cloud Contact Center
Aspect's cloud contact center and workforce optimization solutions simplify and enhance the customer and agent experience. The contact center suite applications support both automated and live inbound and outbound communications across voice, SMS, email, chat, and mobile interactions. The workforce optimization suite applications support both workforce productivity and employee engagement strategies with best of breed workforce, performance, and quality management solutions.
7.0
Composite
Score
Composite
Score
+73
Emotional
Footprint
Emotional
Footprint
62%
Likeliness to
Recommend
Likeliness
to Recommend
Talkdesk, Inc
Talkdesk CX Cloud
With enterprise-class performance and consumer-like experience, Talkdesk allows you to adapt your contact center to the evolving needs of your customers and teams, resulting in increased productivity, customer satisfaction and cost savings.
6.3
Composite
Score
Composite
Score
+51
Emotional
Footprint
Emotional
Footprint
62%
Likeliness to
Recommend
Likeliness
to Recommend
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).
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.
