(PRWEB) February 06, 2016
GetApp continues to update its expanding list of rankings aimed at small and medium-sized businesses looking for the best cloud-based solutions for their company, this time with a newly updated ranking for call center solutions.
The Q1 2016 GetRank of call center solutions sees Vocalcom Contact Center Software coming in at the top. Talkdesk came in second followed closely by Avaya Aura Call Center Elite, while 3CLogic and MightyCall came in fourth and fifth, respectively.
To calculate the score, the ranking for call center is based on five unique data points. Security, mobile app availability, media presence, integrations and user reviews make up the data points and are each scored out of 20 for a maximum score of 100.
Vocalcom came in first with strong showings in each data point for a total score of 81. Second place Talkdesk scored highly with a perfect 20 for integrations, while 8x8 Virtual Contact Center took the lead for its crowd-pleasing iOS and Android apps with a score of 20. Mitel lead the pack with a strong media presence for another score of 20, while 13th and 14th place contenders Magnetic North and New Voice Media came in with the highest security scores at 19 a piece.
“It comes as no surprise that the top four apps have a strong showing when it comes to integrations– having the option to integrate and sync a cell center solution with other software is especially important for organizing customer and client concerns, especially when it comes to omnichannel solutions,” says Suzie Blaszkiewcz, researcher and project manager for GetRank. “Moving forward, I think we’ll see integrations continue to play a crucial role in call center software.”
The integrations data point is calculated using the number of integrations with other apps listed on GetApp, while the mobile score is calculated using data– average rating and compatibility with iOS/Android– pulled from the Apple App Store and Google Play. Security is calculated using data from a vendor-completed security survey based on the Cloud Security Alliance’s Self-Assessment Form, and the reviews score is calculated using the number of reviews an app has and its corresponding ratings. Lastly, media presence is calculated using the number of Twitter followers and Facebook fans that an app has.
Click through to see the entire Q1 2016 GetRank of top call center solutions, as well as our report, Customer Success in the Cloud, with key trends and expert commentary on trends in the Call Center industry.
More about GetApp: GetApp, a Gartner company, is the leading premium business app discovery platform on the web. Headquartered in Barcelona (Spain), GetApp serves as a platform for user-generated and editorial reviews of software and apps for businesses.