Data Quadrant Awards 2022
Contact Center as a Service - Enterprise
SoftwareReviews names Five9 Virtual Contact Center, Avaya OneCloud, Genesys Cloud CX, and NICE as Contact Center as a Service - Enterprise Data Quadrant Award Winners.
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Contact Center as a Service - Enterprise
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.
8.3
Composite
Score
Composite
Score
+90
Emotional
Footprint
Emotional
Footprint
83%
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.
8.2
Composite
Score
Composite
Score
+87
Emotional
Footprint
Emotional
Footprint
82%
Likeliness to
Recommend
Likeliness
to Recommend
Genesys
Genesys Cloud CX
Unify customer experiences across phone, email, chat, text and social channels. Keep agents productive and engaged, no matter where they are. The Genesys Cloud CX™ platform does it all.
8.2
Composite
Score
Composite
Score
+80
Emotional
Footprint
Emotional
Footprint
87%
Likeliness to
Recommend
Likeliness
to Recommend
NICE Ltd
NICE
NICE 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 effective, and can be done quickly with a cloud solution. Companies only pay for what they need, when they need it.
8.2
Composite
Score
Composite
Score
+76
Emotional
Footprint
Emotional
Footprint
89%
Likeliness to
Recommend
Likeliness
to Recommend
Vendor Capability Awards
Availability and Quality of Training
Genesys Cloud CX
Breadth of Features
NICE
Business Value Created
Genesys Cloud CX
Ease of Customization
Five9 Virtual Contact Center
Ease of Data Integration
Talkdesk CX Cloud
Ease of IT Administration
Genesys Cloud CX
Ease of Implementation
Genesys Cloud CX
Product Strategy and Rate of Improvement
Genesys Cloud CX
Quality of Features
Talkdesk CX Cloud
Usability and Intuitiveness
Zendesk Talk
Vendor Support
Five9 Virtual Contact Center
Vendor Capability Awards
Availability and Quality of Training
Genesys Cloud CX
Breadth of Features
NICE
Business Value Created
Genesys Cloud CX
Ease of Customization
Five9 Virtual Contact Center
Ease of Data Integration
Talkdesk CX Cloud
Ease of IT Administration
Genesys Cloud CX
Ease of Implementation
Genesys Cloud CX
Product Strategy and Rate of Improvement
Genesys Cloud CX
Quality of Features
Talkdesk CX Cloud
Usability and Intuitiveness
Zendesk Talk
Vendor Support
Five9 Virtual Contact Center
Other Evaluated Vendors
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.
7.8
Composite
Score
Composite
Score
+75
Emotional
Footprint
Emotional
Footprint
77%
Likeliness to
Recommend
Likeliness
to Recommend
Cisco Systems
Cisco Webex Contact Center
Webex Contact Center lets your customers connect through their preferred channel – chat, text, social, email, or call. AI-powered voice and chat virtual agents give customers options for natural, fast, and easy 24/7 self-service – with a seamless baton pass to a live agent when desired. Customer contact history at the agent’s fingertips ensures customers never have to repeat themselves, and agents are context- aware for every interaction. Webex Experience Management surveys provide insight into sentiment and a consistent pulse on customer experience.
7.8
Composite
Score
Composite
Score
+80
Emotional
Footprint
Emotional
Footprint
79%
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.
7.6
Composite
Score
Composite
Score
+72
Emotional
Footprint
Emotional
Footprint
76%
Likeliness to
Recommend
Likeliness
to Recommend
RingCentral, Inc
RingCentral Contact Center
RingCentral, Inc. is an award-winning global provider of cloud unified communications and collaboration solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral solutions empower today’s mobile and distributed workforces to be connected anywhere and on any device through voice, video, team messaging, collaboration, SMS, conferencing, online meetings, contact center, and fax. RingCentral provides an open platform that integrates with today’s leading business apps while giving customers the flexibility to customize their own workflows.
7.4
Composite
Score
Composite
Score
+70
Emotional
Footprint
Emotional
Footprint
76%
Likeliness to
Recommend
Likeliness
to Recommend
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.
