Data Quadrant Awards 2021
Virtual Assistants & Chatbots
SoftwareReviews names Intercom, Mindsay, Ada, and Birdeye Interactions 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
30+ pages
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
Intercom, Inc.
Intercom
Connecting with customers is more important than ever. We can help with scalable messaging for sales, marketing, and support.
9.2
Composite
Score
Composite
Score
+97
Emotional
Footprint
Emotional
Footprint
88%
Likeliness to
Recommend
Likeliness
to Recommend
Mindsay
Mindsay
Mindsay makes customer interactions simple and efficient using conversational automation. We help customer service teams overcome common challenges, allowing them to automate customer requests, eliminate time-consuming processes, and optimize their use of human resources. From basic FAQs to complex transactions, we help companies build their customer service automation strategy, allowing for maximum automation of customer interactions and lowest total cost of ownership.
9.0
Composite
Score
Composite
Score
+96
Emotional
Footprint
Emotional
Footprint
94%
Likeliness to
Recommend
Likeliness
to Recommend
BirdEye
Birdeye Interactions
The single customer interactions software for your team to connect with leads and customers through texting, live chat and bulk messaging.
8.9
Composite
Score
Composite
Score
+92
Emotional
Footprint
Emotional
Footprint
92%
Likeliness to
Recommend
Likeliness
to Recommend
Ada Support
Ada
Move beyond basic conversations and provide highly personalized interactions that help customers update information, upgrade their accounts, take advantage of targeted offers, make purchases on their own and so much more.
8.7
Composite
Score
Composite
Score
+94
Emotional
Footprint
Emotional
Footprint
92%
Likeliness to
Recommend
Likeliness
to Recommend
Vendor Capability Awards
Availability and Quality of Training
Intercom
Breadth of Features
Intercom
Business Value Created
Intercom
Ease of Customization
Intercom
Ease of Data Integration
Intercom
Ease of IT Administration
Intercom
Ease of Implementation
Intercom
Product Strategy and Rate of Improvement
Intercom
Quality of Features
Intercom
Usability and Intuitiveness
Intercom
Vendor Support
Mindsay
Vendor Capability Awards
Availability and Quality of Training
Intercom
Breadth of Features
Intercom
Business Value Created
Intercom
Ease of Customization
Intercom
Ease of Data Integration
Intercom
Ease of IT Administration
Intercom
Ease of Implementation
Intercom
Product Strategy and Rate of Improvement
Intercom
Quality of Features
Intercom
Usability and Intuitiveness
Intercom
Vendor Support
Mindsay
Other Evaluated Vendors
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.
8.4
Composite
Score
Composite
Score
+91
Emotional
Footprint
Emotional
Footprint
81%
Likeliness to
Recommend
Likeliness
to Recommend
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.
8.1
Composite
Score
Composite
Score
+85
Emotional
Footprint
Emotional
Footprint
80%
Likeliness to
Recommend
Likeliness
to Recommend
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.
7.9
Composite
Score
Composite
Score
+78
Emotional
Footprint
Emotional
Footprint
83%
Likeliness to
Recommend
Likeliness
to Recommend
IBM
IBM Watson Assistant
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.
7.9
Composite
Score
Composite
Score
+74
Emotional
Footprint
Emotional
Footprint
85%
Likeliness to
Recommend
Likeliness
to Recommend
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.
7.8
Composite
Score
Composite
Score
+85
Emotional
Footprint
Emotional
Footprint
77%
Likeliness to
Recommend
Likeliness
to Recommend
LiveChat Inc.
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.
7.7
Composite
Score
Composite
Score
+77
Emotional
Footprint
Emotional
Footprint
78%
Likeliness to
Recommend
Likeliness
to Recommend
Nuance Communications, Inc.
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.
7.6
Composite
Score
Composite
Score
+80
Emotional
Footprint
Emotional
Footprint
75%
Likeliness to
Recommend
Likeliness
to Recommend
IPsoft
Amelia
The Most Human AI™ for the Enterprise With a groundbreaking new avatar, Amelia delivers the best elements of human interaction – conversation, expression, emotion and understanding – to user experiences every day, driving deeper connections and greater business value. 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.
7.4
Composite
Score
Composite
Score
+73
Emotional
Footprint
Emotional
Footprint
71%
Likeliness to
Recommend
Likeliness
to Recommend
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.
7.3
Composite
Score
Composite
Score
+65
Emotional
Footprint
Emotional
Footprint
80%
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.
