August 12, 2021
SoftwareReviews names Chorus.ai, Gong, and ExecVision among Conversation Intelligence Data Quadrant Award Winners.
Best Conversation Intelligence Software Revealed by Users Through SoftwareReviews
SoftwareReviews, a division of IT research and advisory firm Info-Tech Research Group, has published its 2021 Conversation Intelligence Data Quadrant Awards, naming three vendors as gold medalists. The following vendors are winners 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:
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.
With a Net Emotional Footprint of +92, Chorus.ai ranked strongly for ease of implementation. Gong received a Net Emotional Footprint of +89 and exceeded user expectations in providing excellent inbound and outbound call recording. ExecVision received a Net Emotional Footprint of +92 with a high score in providing outstanding vendor support.
Conversation Intelligence users were most satisfied with high-quality call recordings which can be captured and retained in the platform to be appended with relevant metadata such as callers, date/time, or subject. However, users were most dissatisfied with the lack of customization capabilities.
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 https://www.softwarereviews.com.
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.
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