Emotional Footprint Awards 2021
Contact Center as a Service
SoftwareReviews names Twilio Flex, Five9 Virtual Contact Center, and Genesys Cloud as Contact Center as a Service Emotional Footprint Award Winners.
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Contact Center as a Service
Emotional Footprint Awards
SoftwareReviews Emotional Footprint Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Using our Emotional Footprint methodology, we aggregate emotional footprint scores across 26 dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
Emotional Footprint Awards are proudly founded in 100% user review data and are free of traditional “magical” components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.
Read The In-Depth Report
See how each vendor stacks up across each of the 26 dimensions and our thorough evaluation of vendor capabilities, product features, and overall satisfaction.
30+ pages
Measuring Emotional Footprint
Emotional Footprint is scored using our “Net Emotional Footprint” Index. This index tracks responses across 26 dimensions of emotional footprint that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. Then, the following calculation is done across this index:
% of Positive Reviews - % of Negative Reviews
For clarity, the total percentage of positive, neutral, and negative ratings is shown for each vendor as well.
Emotional Footprint Leaders
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.
8.4
CX Score
CX
Score
+90
Net Emotional Footprint
Net Emotional
Footprint
78
Value Index
VALUE INDEX
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.
8.3
CX Score
CX
Score
+87
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
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.
8.2
CX Score
CX
Score
+80
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
Other Evaluated Vendors
Avaya
Avaya OneCloud
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.
8.0
CX Score
CX
Score
+80
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
Zendesk
Zendesk Talk
Even in the age of emails, texts, and DMs, sometimes a problem is best solved by talking to a real human. Zendesk Talk connects a voice channel into Zendesk’s omnichannel solution—allowing agents to easily pick up the conversation from any channel and resolve complex issues faster. Businesses of all sizes can quickly deploy a voice solution tailored to their needs and easily adapt as their customer needs evolve.
8.0
CX Score
CX
Score
+79
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
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.
7.9
CX Score
CX
Score
+79
Net Emotional Footprint
Net Emotional
Footprint
79
Value Index
VALUE INDEX
Vonage
Vonage Contact Center
Transform communications inside and outside your organization with Vonage contact centers. For companies using Salesforce, our Salesforce contact center solution (formerly NewVoiceMedia) provides full integration for great customer and agent experiences. We've also got other cloud contact center options for any business size or need.
7.9
CX Score
CX
Score
+84
Net Emotional Footprint
Net Emotional
Footprint
74
Value Index
VALUE INDEX
NICE Ltd
NICE inContact CXone
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.
7.6
CX Score
CX
Score
+76
Net Emotional Footprint
Net Emotional
Footprint
77
Value Index
VALUE INDEX
Aspect Software Inc
Alvaria Cloud (formerly Aspect)
Alvaria Cloud's (formerly Aspect Via 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.
7.3
CX Score
CX
Score
+74
Net Emotional Footprint
Net Emotional
Footprint
72
Value Index
VALUE INDEX
Evolve IP, LLC.
Evolve IP Contact Center as a Service
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!
7.2
CX Score
CX
Score
+73
Net Emotional Footprint
Net Emotional
Footprint
71
Value Index
VALUE INDEX
Talkdesk, Inc
Talkdesk CX Cloud
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.
6.1
CX Score
CX
Score
+53
Net Emotional Footprint
Net Emotional
Footprint
68
Value Index
VALUE INDEX
For the full press release, click here. For the full list of vendors in this space, click here.
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