Data Quadrant Awards 2022
Contact Center as a Service - Midmarket
SoftwareReviews names ice Contact Center, Call Center Studio, Twilio Flex, and CloudTalk as Contact Center as a Service - Midmarket Data Quadrant Award Winners.
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Contact Center as a Service - Midmarket
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
ComputerTalk incorporated
ice Contact Center
Save time by efficiently handling different methods of communication on one platform including voice, email, web chat, IM, SMS, video, and social media. Users no longer have to manage inquiries from different channels on multiple pieces of software. More importantly, customers can contact you using their preferred communication channel.
8.8
Composite
Score
Composite
Score
+93
Emotional
Footprint
Emotional
Footprint
90%
Likeliness to
Recommend
Likeliness
to Recommend
Call Center Studio
Call Center Studio
CallCenterStudio is an advanced cloud-based call center SaaS with premium enterprise features, at an affordable price. Call Center Studio offers you a powerful multi-channel, scalable AI-powered software. It's designed to enrich the experience for both agents and customers.
8.4
Composite
Score
Composite
Score
+89
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.
8.2
Composite
Score
Composite
Score
+84
Emotional
Footprint
Emotional
Footprint
83%
Likeliness to
Recommend
Likeliness
to Recommend
CloudTalk
CloudTalk
With CloudTalk, you can deliver exceptional customer support to your clients. Whether you employ several busy agents or handle phone calls rather rarely, CloudTalk will fully adapt to your needs and size of your business. The only thing you need is internet access. Integration into your existing helpdesk, e-commerce or CRM solutions, international phone numbers and many other features of a first-class call center will make your work more efficient and boost satisfaction of your clients.
8.0
Composite
Score
Composite
Score
+82
Emotional
Footprint
Emotional
Footprint
80%
Likeliness to
Recommend
Likeliness
to Recommend
Vendor Capability Awards
Availability and Quality of Training
Call Center Studio
Breadth of Features
ice Contact Center
Business Value Created
CloudTalk
Ease of Customization
ice Contact Center
Ease of Data Integration
Call Center Studio
Ease of IT Administration
Call Center Studio
Ease of Implementation
CloudTalk
Product Strategy and Rate of Improvement
ice Contact Center
Quality of Features
ice Contact Center
Usability and Intuitiveness
Aircall
Vendor Support
Call Center Studio
Vendor Capability Awards
Availability and Quality of Training
Call Center Studio
Breadth of Features
ice Contact Center
Business Value Created
CloudTalk
Ease of Customization
ice Contact Center
Ease of Data Integration
Call Center Studio
Ease of IT Administration
Call Center Studio
Ease of Implementation
CloudTalk
Product Strategy and Rate of Improvement
ice Contact Center
Quality of Features
ice Contact Center
Usability and Intuitiveness
Aircall
Vendor Support
Call Center Studio
Other Evaluated Vendors
Aircall Inc
Aircall
Call center software made for modern teams. No technical consultants or complex gadgets required. A computer, a headset, and an internet connection are all you need to start talking today.
7.9
Composite
Score
Composite
Score
+75
Emotional
Footprint
Emotional
Footprint
86%
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.
7.4
Composite
Score
Composite
Score
+89
Emotional
Footprint
Emotional
Footprint
73%
Likeliness to
Recommend
Likeliness
to Recommend
Aspect Software Inc
Alvaria Cloud
Alvaria Cloud's (formerly Aspect Via 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.
7.4
Composite
Score
Composite
Score
+78
Emotional
Footprint
Emotional
Footprint
69%
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
Evolve IP, LLC.
Evolve IP CCaaS
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
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.
