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Emotional Footprint Awards 2021

Contact Center as a Service


SoftwareReviews names Twilio Flex, Five9 Virtual Contact Center, and Genesys Cloud as Contact Center as a Service Emotional Footprint Award Winners.


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Contact Center as a Service

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.

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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

+90

Net Emotional Footprint

Net Emotional
Footprint

78

Value Index

VALUE INDEX

1% Negative 91% Positive
Badge Winner
19Reviews

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.

8.3

CX Score

CX
Score

+87

Net Emotional Footprint

Net Emotional
Footprint

80

Value Index

VALUE INDEX

2% Negative 88% Positive
Badge Winner
16Reviews

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

+80

Net Emotional Footprint

Net Emotional
Footprint

85

Value Index

VALUE INDEX

4% Negative 84% Positive
Badge Winner
31Reviews

Other Evaluated Vendors


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.

8.0

CX Score

CX
Score

+80

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

6% Negative 86% Positive
27Reviews

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.

8.0

CX Score

CX
Score

+79

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

6% Negative 86% Positive
19Reviews

Cisco Systems

Cisco Webex Contact Center

Unified Contact Center Enterprise helps you provide contextual, continuous, and high-capability experiences. Fault tolerance helps ensure uninterrupted operation. Comprehensive reporting gives you the business intelligence you need to optimize your contact center.

7.9

CX Score

CX
Score

+79

Net Emotional Footprint

Net Emotional
Footprint

79

Value Index

VALUE INDEX

5% Negative 84% Positive
126Reviews

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.

7.9

CX Score

CX
Score

+84

Net Emotional Footprint

Net Emotional
Footprint

74

Value Index

VALUE INDEX

1% Negative 85% Positive
10Reviews

NICE Ltd

NICE inContact CXone

inContact 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 effect and can be done quickly with a cloud solution. Companies only pay for what they need, when they need it.

7.6

CX Score

CX
Score

+76

Net Emotional Footprint

Net Emotional
Footprint

77

Value Index

VALUE INDEX

6% Negative 82% Positive
16Reviews

Aspect Software Inc

Alvaria Cloud (formerly Aspect)

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.

7.3

CX Score

CX
Score

+74

Net Emotional Footprint

Net Emotional
Footprint

72

Value Index

VALUE INDEX

4% Negative 78% Positive
27Reviews

Evolve IP, LLC.

Evolve IP Contact Center as a Service

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!

7.2

CX Score

CX
Score

+73

Net Emotional Footprint

Net Emotional
Footprint

71

Value Index

VALUE INDEX

5% Negative 78% Positive
16Reviews

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.

6.1

CX Score

CX
Score

+53

Net Emotional Footprint

Net Emotional
Footprint

68

Value Index

VALUE INDEX

13% Negative 66% Positive
26Reviews

For the full press release, click here. For the full list of vendors in this space, click here.

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