Emotional Footprint Awards 2024
Contact Center as a Service - Midmarket
SoftwareReviews names UJET CCaaS, Nextiva Contact Center, CloudTalk, and Evolve IP CCaaS as Contact Center as a Service - Midmarket Emotional Footprint Award Winners.
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Contact Center as a Service - Midmarket
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
Ujet Inc
UJET CCaaS
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers
8.6
CX Score
CX
Score
+94
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
CloudTalk
CloudTalk
With CloudTalk, you can deliver exceptional customer support to your clients. Whether you employ several busy agents or handle phone calls rather rarely, CloudTalk will fully adapt to your needs and size of your business. The only thing you need is internet access. Integration into your existing helpdesk, e-commerce or CRM solutions, international phone numbers and many other features of a first-class call center will make your work more efficient and boost satisfaction of your clients.
8.5
CX Score
CX
Score
+91
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
Evolve IP
Evolve IP CCaaS
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!
8.4
CX Score
CX
Score
+94
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
Nextiva Inc
Nextiva Contact Center
Integrated with Nextiva Phone System and the latest generative AI technology, Nextiva Contact Center enables organizations to engage with customers across channels and gives agents the nimble collaboration tools they need to increase first call resolution and improve customer satisfaction.
8.3
CX Score
CX
Score
+88
Net Emotional Footprint
Net Emotional
Footprint
92
Value Index
VALUE INDEX
Other Evaluated Vendors
ComputerTalk incorporated
ice Contact Center
Save time by efficiently handling different methods of communication on one platform including voice, email, web chat, IM, SMS, video, and social media. Users no longer have to manage inquiries from different channels on multiple pieces of software. More importantly, customers can contact you using their preferred communication channel.
8.2
CX Score
CX
Score
+96
Net Emotional Footprint
Net Emotional
Footprint
87
Value Index
VALUE INDEX
Dialpad
Dialpad Ai Contact Center
Dialpad Ai Contact Center is the inbound call center that enables agents to deliver personalized support at scale. With real-time coaching that offers up answers on demand plus native integrations to help desks and ticketing systems, your agents have a single place to focus, troubleshoot, and resolve.
7.9
CX Score
CX
Score
+87
Net Emotional Footprint
Net Emotional
Footprint
84
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.
7.8
CX Score
CX
Score
+88
Net Emotional Footprint
Net Emotional
Footprint
79
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.
7.7
CX Score
CX
Score
+90
Net Emotional Footprint
Net Emotional
Footprint
82
Value Index
VALUE INDEX
Aircall Inc
Aircall
Call center software made for modern teams. No technical consultants or complex gadgets required. A computer, a headset, and an internet connection are all you need to start talking today.
7.6
CX Score
CX
Score
+83
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
RingCentral, Inc
RingCentral Contact Center
RingCentral, Inc. is an award-winning global provider of cloud unified communications and collaboration solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral solutions empower today’s mobile and distributed workforces to be connected anywhere and on any device through voice, video, team messaging, collaboration, SMS, conferencing, online meetings, contact center, and fax. RingCentral provides an open platform that integrates with today’s leading business apps while giving customers the flexibility to customize their own workflows.
7.5
CX Score
CX
Score
+84
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
8x8
Experience Communications Platform
Put the customer at the center of everything you do without breaking a sweat—anywhere in the world. Our powerful cloud-based call center software is extremely flexible, quick to deploy and simple to use.
7.4
CX Score
CX
Score
+80
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
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