Software Users Review Contact Center as a Service Vendors for Satisfaction, Revealing Top Three Through SoftwareReviews

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Five9 Virtual Contact Center, Genesys Cloud, Avaya IX Contact Center are named the 2020 Contact Center as Service Emotional Footprint Champions.

Contact Center as a Service Emotional Footprint reveals top three champions according to reviews by software users

In general, Contact Center as a Service software users were most satisfied with vendors being respectful – and were most dissatisfied with vendors overpromising.

SoftwareReviews, a division of world-class IT research and consulting firm Info-Tech Research Group, has published its 2020 Contact Center as a Service Awards, naming three vendors as champions. The following vendors are leaders according to the feedback provided by their end users via SoftwareReviews’ comprehensive online survey.

  • Five9 Virtual Contact Center
  • Genesys Cloud
  • Avaya IX Contact Center

What makes the SoftwareReviews Emotional Footprint different? Inclusion of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation. Together they create a powerful indicator of overall user feeling toward the vendor and its product 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, has scored top product in many categories, namely in being generous, trustworthy, and delivering product enhancements. Genesys Cloud, with a Net Emotional Footprint of +80, received top product in being altruistic and transparent. Avaya IX Contact Center, with a Net Emotional Footprint of +81, earned top product for overdelivering to their software users.

In general, Contact Center as a Service software users were most satisfied with vendors being respectful – and were most dissatisfied with vendors overpromising.

About SoftwareReviews Emotional Footprint Awards and Software Reports:
SoftwareReviews Emotional Footprint Awards recognize outstanding vendors in the technology marketplace as evaluated by their users annually. Top vendors in a software category are eligible to receive Emotional Footprint 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 http://www.softwarereviews.com.

About SoftwareReviews:
SoftwareReviews is a division of Info-Tech Research Group, a world-class IT research and consulting 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 the most detailed and authentic insights into the experience of evaluating and purchasing enterprise software.

For more information, please contact:

Carmi Levy
Director, Public Relations, Info-Tech Research Group
clevy@infotech.com
519.859.6458

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