Contact Center as a Service (CCaaS)

The Data Quadrant is a thorough evaluation and ranking of all software in an individual category to compare platforms across multiple dimensions. These include:

• Individual Feature Evaluations
• User Satisfaction Rankings
• Vendor Capability Comparisons
• Likeliness to recommend the platform

Vendors are ranked by their Composite Score, based on these metrics.
Gold medalists are awarded to the leaders in each category that demonstrate balanced proficiency across these capabilities.

Contact Center as a Service (CCaaS)

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​