Emotional Footprint Awards 2020

Contact Center as a Service (CCaaS)


SoftwareReviews names Five9 Virtual Contact Center, Genesys Cloud, and Avaya OneCloud as Contact Center as a Service (CCaaS) Emotional Footprint Award Winners.

Contact Center as a Service (CCaaS)

Emotional Footprint Awards

SoftwareReviews Emotional Footprint Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Using our Emotional Footprint methodology, we aggregate emotional footprint scores across 26 dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.

Emotional Footprint Awards 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.

Read The In-Depth Report

See how each vendor stacks up across each of the 26 dimensions and our thorough evaluation of vendor capabilities, product features, and overall satisfaction.

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Measuring Emotional Footprint

Emotional Footprint is scored using our “Net Emotional Footprint” Index. This index tracks responses across 26 dimensions of emotional footprint that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. Then, the following calculation is done across this index:

% of Positive Reviews - % of Negative Reviews

For clarity, the total percentage of positive, neutral, and negative ratings is shown for each vendor as well.

Emotional Footprint Leaders


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.

8.4

CX Score

CX
Score

+89

Net Emotional Footprint

Net Emotional
Footprint

78

Value Index

VALUE INDEX

1% Negative 91% Positive
EMOTIONAL FOOTPRINT EMOTIONAL FOOTPRINT 2020
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.

8.2

CX Score

CX
Score

+79

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

4% Negative 83% Positive
EMOTIONAL FOOTPRINT EMOTIONAL FOOTPRINT 2020
30Reviews

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.

8.1

CX Score

CX
Score

+81

Net Emotional Footprint

Net Emotional
Footprint

80

Value Index

VALUE INDEX

6% Negative 86% Positive