Contact-Center-as-a-Service Software Users Review Vendors, Top Three Revealed By SoftwareReviews
Five9 Virtual Contact Center, Genesys Cloud, and Twilio Flex are named the 2020 Data Quadrant Award gold medalists.
TORONTO, Apr. 30, 2020
, a division of world-class IT research and consulting firm Info-Tech Research Group
, has published its 2020 Contact-Center-as-a-Service Data Quadrant Awards, naming three gold medalists based on excellent user reviews. The following vendors are leaders according to software users’ answers to questions focused on user satisfaction with capabilities and features. The software review survey was carefully crafted by seasoned IT industry analysts, and backed by 22 years of IT research.
· Five9 Virtual Contact Center
· Genesys Cloud
· Twilio Flex
What makes the SoftwareReviews Data Quadrant different? Inclusion of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation create a powerful indicator of overall user feeling toward the vendor and its product from the software users’ point of view. SoftwareReviews calls this insight the Net Emotional Footprint.
Five9 Virtual Contact Center, with a Net Emotional Footprint score of +89, scored consistently high throughout the entire survey, earned top product in many areas, and did particularly well with users for its breadth of features and ticket management. Genesys Cloud earned top-product status in many areas, including call recording, and received a Net Emotional Footprint Score of +80. Twilio Flex, with a Net Emotional Footprint score of +83, received top product in two areas, with the highest score for contact-center analysis.
Overall, CCaaS users gave highest scores for usability and intuitiveness, screen prompts, and call recording, while they expressed the least satisfaction with ease of customization.
About SoftwareReviews Data Quadrant Awards and Software Reports
SoftwareReviews Data Quadrant Awards recognize outstanding vendors in the technology marketplace as evaluated by their users annually. Top vendors in a software category are eligible to receive Data Quadrant Gold Medals, provided their net-promoter scores meet the threshold for sufficiently high user satisfaction across four areas of evaluation: vendor capabilities, product features, likeliness to recommend, and vendor experience. In-depth product evaluation reports are available at www.softwarereviews.com
is a division of Info-Tech Research Group
, a world-class IT research and analyst firm established in 1997. Backed by two decades of IT research and advisory experience, SoftwareReviews is a leading source of expertise and insight into the enterprise software landscape and client-vendor relationships.
By collecting data from real IT and business professionals, the SoftwareReviews methodology produces the most detailed and authentic insights into the experience of evaluating and purchasing enterprise software.
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