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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
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30+ pages

Contact Center as a Service - Enterprise 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.

8.3

Composite
Score

Composite
Score

+90

Emotional
Footprint

Emotional
Footprint

83%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
20Reviews

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

Badge Winner
40Reviews

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

Badge Winner
32Reviews

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

Badge Winner
43Reviews

Vendor Capability Awards


Availability and Quality of Training

Genesys Cloud CX

Badge Winner

Breadth of Features

NICE

Badge Winner

Business Value Created

Genesys Cloud CX

Badge Winner

Ease of Customization

Five9 Virtual Contact Center

Badge Winner

Ease of Data Integration

Talkdesk CX Cloud

Badge Winner

Ease of IT Administration

Genesys Cloud CX

Badge Winner

Ease of Implementation

Genesys Cloud CX

Badge Winner

Product Strategy and Rate of Improvement

Genesys Cloud CX

Badge Winner

Quality of Features

Talkdesk CX Cloud

Badge Winner

Usability and Intuitiveness

Zendesk Talk

Badge Winner

Vendor Support

Five9 Virtual Contact Center

Badge Winner

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

30Reviews

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

127Reviews

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

20Reviews

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

11Reviews

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.

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