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
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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


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

Badge Winner
18Reviews

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

Badge Winner
30Reviews

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

Badge Winner
14Reviews

Vendor Capability Awards


Availability and Quality of Training

Genesys Cloud

Badge Winner

Breadth of Features

Five9 Virtual Contact Center

Badge Winner

Business Value Created

Genesys Cloud

Badge Winner

Ease of Customization

Five9 Virtual Contact Center

Badge Winner

Ease of Data Integration

NICE inContact CXone

Badge Winner

Ease of IT Administration

NICE inContact CXone

Badge Winner

Ease of Implementation

Genesys Cloud

Badge Winner

Product Strategy and Rate of Improvement

Twilio Flex

Badge Winner

Quality of Features

Twilio Flex

Badge Winner

Usability and Intuitiveness

Zendesk Talk

Badge Winner

Vendor Support

Zendesk Talk

Badge Winner

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

15Reviews

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

124Reviews

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

27Reviews

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

18Reviews

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

10Reviews

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

16Reviews

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

26Reviews

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

25Reviews

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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