Contact Center as a Service (CCaaS)
Contact Center as a Service (CCaaS) is a cloud-based customer experience solution that allows organizations to utilize a provider’s software to administer incoming support, or inquiries from consumers in a hosted, subscription model.
The Data Quadrant is a thorough evaluation and ranking of all software in an individual category to compare platforms across multiple dimensions.
These include:
- User Satisfaction Rankings
- Business Value Scores
- Vendor Capability Comparisons
- Product Feature Evaluations
The Emotional Footprint is a powerful indicator of overall user sentiment toward the relationship with the vendor, capturing data across five dimensions.
These include:
- Strategy and Innovation
- Service Experience
- Conflict Resolution
- Product Impact
- Negotiation and Contract
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Latest Research
Exploring the vendor landscape for contact center solutions is complicated, with a variety of metrics to consider within a service level agreement. This note helps narrow down which key requirements and key metrics you need to consider when choosing a contact center.
In this fourth brief of four on Cisco’s January launch of upcoming collaboration solutions in 2020, I look at Cisco’s new additions for its Webex Contact Center portfolio.
Avaya has announced a new partnership with Afiniti: Avaya AI Routing with Afiniti AiRo. The partnership will bring AI technology to Avaya’s contact center as a service (CCaaS) platform, due to be released in mid-2020.
Contact Center as a Service (CCaaS) Products
Data QuadrantReport
A thorough evaluation and ranking of all software to compare software across every dimension.
Emotional FootprintReport
A detailed and unique report that captures a powerful indicator of overall user feeling toward the vendor and product.
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.
8.1
Composite Score
8.2
CX Score
+80
Emotional Footprint
85%
Likeliness to Recommend
30
Reviews
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.
8.1
Composite Score
8.4
CX Score
+89
Emotional Footprint
80%
Likeliness to Recommend
17
Reviews
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.
7.9
Composite Score
7.8
CX Score
+83
Emotional Footprint
78%
Likeliness to Recommend
13
Reviews
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.
7.7
Composite Score
7.9
CX Score
+79
Emotional Footprint
78%
Likeliness to Recommend
122
Reviews
Avaya
Avaya IX Contact Center
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.
7.6
Composite Score
8.0
CX Score
+80
Emotional Footprint
76%
Likeliness to Recommend
26
Reviews
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
7.2
CX Score
+73
Emotional Footprint
64%
Likeliness to Recommend
16
Reviews
Aspect Software
Aspect Cloud Contact Center
Aspect's 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.
7.0
Composite Score
7.2
CX Score
+74
Emotional Footprint
60%
Likeliness to Recommend
23
Reviews
Talkdesk
Talkdesk Contact Center Software
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.
6.8
Composite Score
6.7
CX Score
+63
Emotional Footprint
65%
Likeliness to Recommend
21
Reviews
Computer Talk Technology Inc.
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.
8.6
Composite Score
8.8
CX Score
+88
Emotional Footprint
85%
Likeliness to Recommend
6
Reviews
Chase Data Corp
Call Center Software
ChaseData Call Center Software is the call center software of choice to get calls where they need to go. Productivity is at your fingertips with hundreds of apps integrated through Zappier, connecting you to the tools your call center needs. You’ll notice upticks in customer satisfaction, retention, and in your staff’s morale, too. Robust analytics help management to keep their fingers on the pulse of the call center.
8.2
Composite Score
8.4
CX Score
+92
Emotional Footprint
76%
Likeliness to Recommend
7
Reviews
Vonage
NewVoiceMedia Cloud Contact Center
NewVoiceMedia Cloud ContactWorld is a multi-tenant Contact Center Cloud solution designed for sales and service teams focused on customer experience. The platform enables organizations to have more successful conversations with customers. ContactWorld is based on an intelligent communications platform that integrates real time communications & customer back-office data with an engagement engine that maximizes customer relationships. The platform also includes a built-in speech analytics engine, Conversation Analyzer, that allows customer calls to be transcribed, classified, and annotated with the ability to push analytics results into another BI repository.
7.8
Composite Score
8.1
CX Score
+84
Emotional Footprint
76%
Likeliness to Recommend
9
Reviews
RingCentral, Inc
Collaborative 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.
6.8
Composite Score
6.9
CX Score
+59
Emotional Footprint
65%
Likeliness to Recommend
6
Reviews
NICE Systems
Cloud Contact Center
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.
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Composite Score
--
CX Score
--
Emotional Footprint
--
Likeliness to Recommend
0
Reviews