Press Release

April 20, 2021

SoftwareReviews names Five9 Virtual Contact Center, Genesys Cloud, and Twilio Flex among Contact Center as a Service (CCaaS) Data Quadrant Award Winners.

Best Contact Center as a Service (CCaaS) Software Revealed by Users Through SoftwareReviews 
Five9 Virtual Contact Center, Genesys Cloud, and Twilio Flex are the 2021 Contact Center as a Service Data Quadrant Gold Medalists. 
TORONTO – April 20, 2021 – SoftwareReviews, a division of IT research and advisory firm Info-Tech Research Group, has published its2021 Contact Center as a Service Data Quadrant Awards, naming three vendors as gold medalists. The following vendors are leaders according to the feedback provided by their end users via SoftwareReviews’ comprehensive online survey. Vendors are rated on product features, vendor capabilities, and the relationship with their software partner:  
  • Five9 Virtual Contact Center 
  • Genesys Cloud 
  • Twilio Flex 
What makes the SoftwareReviews Data Quadrant different?   
The study involves gathering intelligence on user satisfaction with both product features and the experience with the vendor. Aggregated emotional response ratings are included in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation to create a powerful indicator of overall user feeling toward the vendor and its product – all from the software users’ point of view. SoftwareReviews calls this insight the Net Emotional Footprint.  
Five9 Virtual Contact Center, with a Net Emotional Footprint of +89, ranked strongly on talent management. Genesys Cloud, with a Net Emotional Footprint of +79, scored top product in many areas, exceeding user expectations in multi channel queue management. Twilio Flex, with a Net Emotional Footprint of +84, excelled in call recording.  
In general, Contact Center as a Service software users were most satisfied with usability and intuitiveness focussing on end users learning curves-- and were most dissatisfied with the lack of availability and quality of training. 
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  
About SoftwareReviews: 
SoftwareReviews is a division of Info-Tech Research Group, an IT research and advisory 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 real data from IT and business professionals, the SoftwareReviews methodology produces detailed and authentic insights into the experience of evaluating and purchasing enterprise software.  
For more information, please contact:  
Indrani Ray  
Vice President, Communications and Brand 

Press Contact

David Piazza