Le Lézard
Classified in: Science and technology

SoftwareReviews Announces Best 2021 Contact Center as a Service Vendors

TORONTO, Oct. 28, 2021 /PRNewswire-PRWeb/ -- SoftwareReviews, a division of IT research and advisory firm Info-Tech Research Group, has published its 2021 Contact Center as a Service Emotional Footprint Awards, naming three vendors as Champions. Contact Center as a Service (CCaaS) vendors offer a cloud-based customer experience solution for customer support or inbound inquiries in a subscription-based model.

The following CCaaS vendors are the 2021 champions according to the feedback provided by their users via SoftwareReviews' comprehensive online survey:

SoftwareReviews' Net Emotional Footprint measures high-level user sentiment. It aggregates emotional ratings from 26 provocative questions, creating a powerful indicator of the overall user feeling toward the vendor and the product.

Five9 Virtual Contact Center, with a Net Emotional Footprint of +90, ranked strongly on being generous during contract management. Twilio Flex received a Net Emotional Footprint of +87 and is loved by their users for being respectful. With a Net Emotional Footprint of +80, Genesys Cloud performed well overall for being transparent during contract revision and negotiation.

In general, CCaaS users were most satisfied with the vendors' remarkable service experiences. However, users would like to see more clarity and transparency in negotiation processes.

What Is the Emotional Footprint Diamond?
The Emotional Footprint Diamond illustrates the customer experience with software vendors and a complex relationship spanning procurement, implementation, service, and support. The Net Emotional Footprint of a vendor is a result of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation, creating a powerful indicator of overall user feeling toward the vendor and its product from the software user's point of view. The data published in the Emotional Footprint Diamond is collected from real end-users through authentic software review surveys and meticulously verified. The survey uses standard net promoter scoring (positive percentage minus negative percentage) to arrive at the Net Emotional Footprint score. These skillfully crafted survey questions are informed by two decades of IT research and advisory. Vendors with top user scores receive the Emotional Footprint Award.

The Emotional Footprint Awards, an initiative proudly founded in 100% user-review data, is free of traditional components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.

To learn more about SoftwareReviews and the Net Emotional Footprint surveys, visit here.

About SoftwareReviews:
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.

For more information, please contact:
Sufyan Al-Hassan
Senior PR Coordinator

Media Contact

Sufyan Al-Hassan, Info-Tech Research Group, 1 (888) 670-8889 x2418, salhassan@infotech.com


SOURCE SoftwareReviews

These press releases may also interest you

at 08:10
Financial technology leader FIS® announced that Cadence Bank and FIS have agreed to transition its on-premises core banking platform to a FIS-hosted solution as the bank accelerates its modernization efforts. Tupelo, Mississippi-based Cadence was...

at 08:10
Ness, a Full-Lifecycle Digital Services Transformation company, announced today that is has achieved Premier Partner status in the Amazon Web Services (AWS) Partner Network (APN). Achieving APN Premier Partner status differentiates Ness as an AWS...

at 08:10
As retirements swelled in 2021, financial advisors using LifeYield Social Security+ have uncovered more than $10 billion in additional, unanticipated income for their clients, or an average of $151,129 per client household over their benefit...

at 08:10
Doma Holdings, Inc. , a leading force for disruptive change in the real estate industry, announced that it will be featured at the KBW Innovation in Finance Conference. Doma's Chief Executive Officer Max Simkoff will join other leading PropTech CEOs...

at 08:10
Reltio, the first cloud-native, software-as-a-service (SaaS) data platform that accelerates data value for businesses, today announced that it has been named a leader in "The Forrester Wavetm: Master Data Management, Q4 2021" report by Forrester...

at 08:10
Agilysys, Inc. , a leading global provider of next-generation SaaS and on-premise hospitality software solutions and services, announced it will host its annual user conference, Inspire 2022, from February 28 through March 2 in Las Vegas. The 2022...

News published on 28 october 2021 at 10:30 and distributed by: