CALL CENTER SOFTWARE - · PDF fileNOVEMER 2017 4 INTRODUCTION This FrontRunners analysis is...

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CALL CENTER SOFTWARENovember 2017

CONTENTS46

Introduction

Defining Call Center Software

The Quadrant

Call Center FrontRunners Index

Runners Up

Methodology Basics

78

3238

FRONTRUNNERS9 RingCentral

10 Five9VirtualContactCenter

11 3CX

12 VICIdial

13 VocalcomCloudContactCenter

14 8x8

15 CallRail

16 Talkdesk

17 AspectUnifiedIP

18 JiveContactCenter

19 NewVoiceMedia

20 NICEinContactCXone

21 BrightPatternCallCenter

22 NextivaCallCenter

23 XCALLY

24 VonageBusinessSolutions

25 Sharpen

26 ChaseDataCallCenter

27 StreamsUC

28 Ameyo

29 uContact

30 CallToolsPredictive

31 3CLogicCloudContactCenter

4N O V E M B E R 2 0 1 7

INTRODUCTION

This FrontRunners analysis is a data-driven assessment identifying products in the Call

Center software market that offer the best capability and value for small businesses. For a given market, products are evaluated and given a score for the capability (x-axis) and value (y-axis) they bring to users. FrontRunners then plots the top 25-30 products in a quadrant format.

In the Call Center FrontRunners infographic, the Capability axis starts at 3.40 and ends at 4.30, while the Value axis starts at 3.30 and ends at 4.60.

To be considered for the Call Center FrontRunners, a product needed a minimum of 10 user reviews, a minimum capability user rating score of 3.5 and a minimum value user rating score of 3.5. In most cases, we evaluate hundreds of products and feature 20-25 as FrontRunners; all products that qualify as FrontRunners are top performing products in their market.

https://www.softwareadvice.com/call-center/#top-products





I N T R O D U C T I O N

5N O V E M B E R 2 0 1 7

Each product falls within a designated quadrant based on their axis scores. Dependent on the specific needs of the software buyer, a product placed in any quadrant category could be a good fit.

QUADRANT CATEGORIES:

» UpperRight=Leaders:Leaders are all-around strong products. They offer the highest value and capability in that market.

» UpperLeft=Masters: Masters may have fewer capabilities, but end users value those capabilities highly. Depending on the functionality needed, a product positioned in the Masters quadrant might be a better option to consider than products positioned in other quadrants.

» LowerRight=Pacesetters: Pacesetters may offer a strong set of capabilities, but are not rated as high on value. For example, a Pacesetter might have a breadth of functionality at a higher price point.

» LowerLeft=Contenders: Contenders are strong-performing products that have not yet achieved the value and capability of the products in the other quadrants. For example, products in this quadrant may be more suited for companies that need more specialized functionality that comes at a price.

6N O V E M B E R 2 0 1 7

CallCentersoftware helps organizations manage inbound and outbound communications

with customers and prospects across a variety of channels (e.g., voice, live chat, social media). Software Advice’s FrontRunners quadrant is focused on the North American Call Center software market. We identify this set of core capabilities for the Call Center software category: automaticcalldistribution(ACD)withskills-basedrouting,computer-telephonyintegration(CTI),monitor/whisper/bargefunctionalities and callreporting(performancemanagementandanalytics), as well as at least one of the following: callscripting,callrecording,interactivevoiceresponse(IVR) and/or agentUI or desktop.

In addition, we identify several related features that organizations purchasing Call Center software may also need or wish to consider: campaign management, escalation management, voice recognition, knowledge base, live chat, predictive dialer and progressive dialer.

DEFINING CALL CENTER SOFTWARE

7N O V E M B E R 2 0 1 7

THE QUADRANT

All products that qualify as FrontRunners are top performing

products in their market.

8N O V E M B E R 2 0 1 7

CALL CENTER FRONTRUNNERS INDEX

9 RingCentral

10 Five9VirtualContactCenter

11 3CX

12 VICIdial

13 VocalcomCloudContactCenter

14 8x8

15 CallRail

16 Talkdesk

17 AspectUnifiedIP

18 JiveContactCenter

19 NewVoiceMedia

20 NICEinContactCXone

21 BrightPatternCallCenter

22 NextivaCallCenter

23 XCALLY

24 VonageBusinessSolutions

25 Sharpen

26 ChaseDataCallCenter

27 StreamsUC

28 Ameyo

29 uContact

30 CallToolsPredictive

31 3CLogicCloudContactCenter

9

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDRINGCENTRAL

QUADRANT PLACEMENT: LEADERS

4.28 4.53

4.31 4.20

3.95 4.87

3.10 4.90

4.80 5.00

4.53 5.00

4.90 4.70

4.90

4.10

4.20

10


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARD

FIVE9 VIRTUAL CONTACT CENTER


4.20 4.31

4.12 4.02

4.70 4.60

4.40 5.00

5.00 4.90

3.88 2.90

5.00 4.90

4.20

2.60

3.70

11


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARD3CX


4.02 4.38

4.64 4.67

3.00 4.08

4.00 4.20

2.00 4.40

3.78 3.70

4.20 4.00

3.00

2.90

5.00

12


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDVICIDIAL

QUADRANT PLACEMENT: MASTERS

3.73 4.59

4.76 4.92

2.75 4.27

2.60 4.30

2.90 4.60

2.68 3.80

4.30 4.30

1.30

2.50

2.60

13


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7


VOCALCOM CLOUD CONTACT CENTER


4.03 4.13

4.85 4.87

3.70 3.38

3.10 4.00

4.30 2.00

2.73 1.90

4.00 4.20

3.40

2.00

1.50

14


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARD8X8


3.99 4.15

4.01 4.04

3.85 4.27

4.00 4.10

3.70 4.30

4.08 4.90

4.10 4.10

4.30

3.50

4.40

15


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDCALLRAIL


4.04 4.09

4.77 4.86

2.65 3.32

1.20 3.20

4.10 3.40

3.95 4.70

3.20 2.70

3.10

4.60

4.90

16


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDTALKDESK


4.03 4.07

4.47 4.37

3.30 3.77

1.90 3.70

4.70 3.20

3.88 4.60

3.70 3.70

3.60

4.40

3.80

17


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDASPECT UNIFIED IP


3.82 4.25

3.95 4.11

4.20 4.38

4.00 4.70

4.40 2.70

3.20 4.20

4.70 5.00

4.70

1.50

1.90

18


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDJIVE CONTACT CENTER

QUADRANT PLACEMENT: PACESETTERS

4.15 3.92

4.53 4.59

3.80 3.25

4.00 3.40

3.60 4.80

3.73 1.90

3.40 3.00

4.00

3.40

4.10

19


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDNEWVOICEMEDIA


3.83 4.07

4.66 4.56

2.40 3.58

3.10 3.50

1.70 3.50

3.60 4.00

3.50 3.50

3.80

4.20

2.90

20


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDNICE INCONTACT CXONE


3.79 4.06

3.87 3.84

3.45 4.28

4.40 4.80

2.50 4.00

3.98 2.50

4.80 4.80

4.40

3.20

3.50

21


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7


BRIGHT PATTERN CALL CENTER


4.22 3.54

4.76 4.88

4.50 2.20

4.40 2.10

4.60 3.80

2.85 1.00

2.10 2.10

2.30

3.80

3.20

22


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDNEXTIVA CALL CENTER


3.75 3.97

4.57 4.55

2.15 3.40

2.60 3.00

1.70 4.20

3.70 4.80

3.00 2.70

4.10

3.70

4.00

23


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDXCALLY


3.94 3.60

4.81 4.84

3.00 2.37

3.10 2.30

2.90 2.90

3.15 1.70

2.30 2.50

2.00

4.90

3.40

24


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDVONAGE BUSINESS SOLUTIONS


3.49 3.98

3.79 3.76

2.45 4.20

1.50 4.60

3.40 4.10

3.93 3.10

4.60 4.40

4.60

1.90

4.60

25


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDSHARPEN

QUADRANT PLACEMENT: CONTENDERS

3.68 3.78

4.43 4.45

2.75 3.12

3.10 3.00

2.40 3.50

3.13 2.40

3.00 3.40

2.60

2.10

4.80

26


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDCHASEDATA CALL CENTER


3.75 3.62

4.80 4.80

3.20 2.43

4.40 1.90

2.00 4.70

2.18 2.30

1.90 1.90

1.30

2.90

2.60

27


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDSTREAMS UC


3.56 3.80

4.36 4.60

2.30 3.00

1.20 3.60

3.40 2.60

3.20 1.00

3.60 3.60

3.20

3.60

2.40

28


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDAMEYO


3.68 3.47

4.21 4.20

3.65 2.73

4.40 2.70

2.90 2.00

2.65 2.60

2.70 3.20

3.70

2.40

1.80

29


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDUCONTACT


3.47 3.63

4.81 4.96

1.65 2.30

2.30 2.40

1.00 1.40

2.60 3.00

2.40 2.30

1.90

3.10

3.00

30


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7

FRONTRUNNERS SCORECARDCALLTOOLS PREDICTIVE


3.69 3.39

4.84 4.89

3.55 1.88

2.90 1.00

4.20 3.10

1.55 3.60

1.00 1.30

1.70

1.00

2.50

31


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

N O V E M B E R 2 0 1 7


3CLOGIC CLOUD CONTACT CENTER


3.50 3.39

4.18 4.14

3.45 2.63

3.10 2.60

3.80 3.70

2.20 1.70

2.60 2.60

2.70

1.80

1.70

32N O V E M B E R 2 0 1 7

ProviderslistedasRunnersUpwere considered for inclusion in the quadrant, but were ultimately

not included for one or more reasons: they did not have enough reviews; they did not meet the reviews score minimum; they did not meet the ultimate Value and Capability minimum scores; or they did not meet our functionality requirements for the market.

RUNNERS UP

4PSAVoipNow

Aavaz

AbacusCloud

ActiveDEMAND

AddSource

AdobeConnect

Advisor

AgentDialer

Aircall

AireContact

Anywhere365forSkypeBusiness

AspectProphecy

AspectQualityManagement

AspectVia

AspectWorkforceManagement

AspectZipwire

Asterisk

AT&TConnect

AuguTech

Autodialer

Autom8Enterprise

AutomaticCallRecording

AvayaIPOffice

AVOXICore

BroadcastByPhone

BroadVoiceCloudPBX

BusinessVoiceEdge

BusinessVoIPSolutions

bxpsoftware

C-Zentrix

Cabertel

CalabrioCallRecording

CalabrioOneSuite

Calibre

CallAnalytics

33N O V E M B E R 2 0 1 7

RUNNERS UP

CallCenterbyEvolveIP

CallCenterDialer

CallLogic

CallLoop

CallSWEET!Worx

CallbackTracker

CallBlitzer

CallBridge

CallCabinet

Callcap

CallerInsight

CallFireHostedIVR

CallFireVoiceBroadcast

CallHippo

CallHub

Callmaker

CALLN

CallProCRM

CallScripterSynergy

CallShaper

CallTools

CallTrackingMetrics

CallView360

CASH+CallRecordingSoftware

Centcom

CincomSynchrony

CiscoCallCenter

CiscoUnifiedCommunicationsManager

ClarityConnect

Click2Coach

Clicktools

CloudPredictiveDialerby3CLogic

CloudPredictiveDialerbyLeadsRain

CloudPredictiveDialerbySafeSoftSolutions

Cloud-BasedPredictiveDialer

CloudCall

ConnectFirst

ContactProHostedDialler

contactSPACE

Convirza

CrankWheel

CrazyCall

CXM

CyCC

Denali

Desk.com

Dezide

Dialer360

DialersProPredictiveDialer

DialogTech

34N O V E M B E R 2 0 1 7

RUNNERS UP

DialogTechCallTracking

Dialpad

Dialshree

Dixa

DolphinPro

DubInterViewer

DynamicsTelephony

EasycallCloud

eTollFreePredictiveDialer

ETS

Eureka

ExelysisContactCenter

EzTexting

EZTalks

Fenero

FieldWorkMobility

FluentStream

FocusContactCenter

Fonality

FonebellAuto-Answer

FreeCall

Freshdesk

FreshOffice

FrontSpin

Fuze

GenesisCommunications

Genesys

GoogleVoice

Grasshopper

GreenlightCRM

HappyFox

HelloHunter

Helpshift

Highfive

HoduCC

HostedPredictiveDialer

HotProspector

IBMSametime

ICTBroadcast

inConcertAllegro

inContactIVRSoftware

iNexus

InGenius

InsideSales.com

Intellicon

InterCall

InterDialogUCCS

IntermediaHostedPBX

InTouch

Intulse

InVisionEnterpriseWFM

Invoca

IPPhoneSystem

ipbx-enterprisepbx

35N O V E M B E R 2 0 1 7

RUNNERS UP

Irene

itPBX

iuvoDeskHelpDesk

IVRStudio

JivePBX

JustCall

KANAExpress

KiteDesk

Kixie

KronoDesk

LiveAgent

LiveOps

LiveVox

LogMeInRescue

Marketing360

Megacall

MegaPath

MetaphorContactCenter

MiContactCenter

MicrosoftDynamicsCRM

MightyCall

Mikogo

MiVoice

MobisoWirelessExpenseManagement

MySalesDialer

MyOwnConference

nanoRep

NectarDesk

Nefsis

NetopLiveGuideChat

NetVanta7100

Newfies-Dialer

neXorce

NixxisContactSuite

NobleSystemsSuite

NodaContactCenter

Omni-ChannelContactCentrebyIFS

OneContactCC

OnSIPHostedVoIP

OomaOffice

OptifiNowSalesProcessAutomation

OracleContactCenterAnywhere

OracleCX

OracleRightNow

OrekaTR

OXON

PacificTimesheet

ParrotCloudCallCenter

PARTHCallCenterSuite

PBXMate

Phone.com

36N O V E M B E R 2 0 1 7

RUNNERS UP

PhoneBurner

PhoneCall

PhoneTag

PhoneWagon

PICS

PIMSDialer

Plum

PredictiveDialerbyInnitel

PredictiveDialerbyinterCloud9

PredictivedialerPBX

PredictiveDilaer

PrimoDialler

ProcedureFlow

ProfileWatchdog

PureCloud

QueueMetrics

ReadyTalk

RealPage

RECITE

RestaurantCallCenter

Ricochet

Ringio

Ringostat

RingSky

SalesExec

Salesforce

Salesforce.comServiceCloud

Scorebuddy

SendHub

Seratel

SessionCloud

ShoreTel

Sideline

simplyCTAll-in-OneVirtualCallCenter

Sip2Dialcloudcallcenter

Skype

SlingshotVoIP

SmartQueue

SmartActionSpeechIVRSystem

Smiddle

Snapforce

Solgari

SonicView

SpeechLogRecordingSystem

SpiceCSM

SpitFire

SpokePhone

Storacall

SureVoIP

Switchvox

SwyxWare

37N O V E M B E R 2 0 1 7

RUNNERS UP

SYNTHESYS

SysAid

T-MaxPredictiveDialer

Tackle

Talkdesk

Talkroute

TelaxHostedCallCenter

TelePacificHostedPBX

TenfoldSalesDialer

Textedly

ThinkingPhones

ThirdLane

Toky

TouchStarDialler

TrueERP

Ubicentrex

UniVoIP

Uno.imBusinessPhone

Upcall

VanillaSoftSalesCRMSoftware

VanillaSoftTelephonySolutions

VHTCallback

VirtualPBX

Vivocha

VoApps

VoiceBroadcasting

VoiceGuideIVR

VoiceOps

VoIPCallTracking

VOIPoHostedPBX

VoIPstudio

VoiptimeCloud

Vontio

VOXOXHostedPBX

VSLoggerCallRecorder

WhatConverts

Whisbi

WinBill

WindstreamVirtualPBXVoIP

WordStreamAdvisor

X-LITE

X5CloudContactCenter

XenCall

Xperience

XtremeLocator

Yonyx

ZeacomCommunicationsCenter

Zendesk

Zent.io

Zingtree

Zipwhip

ZohoSupport

Zoiper

ZultysMXSystem

38N O V E M B E R 2 0 1 7

The FrontRunnersmethodologyassessesandcalculates a score for products on two primary

dimensions: Capability on the x-axis and Value on the y-axis.

THE CAPABILITY SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING:

» End-user ratings of one to five stars on the product’s functionality.

» End-user ratings of one to five stars on the product’s ease of use.

» End-user ratings of one to five stars on the product’s customer support.

» A score, relative to other products in the market, for the product’s inclusion of key functionality for the software category.

» A score, relative to other products in the market, representing the number of other products that integrate with it.

METHODOLOGY BASICS

http://www.softwareadvice.com/frontrunners-methodology/

M E T H O D O L O G Y B A S I C S

39N O V E M B E R 2 0 1 7

THE VALUE SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING:

» End-user ratings of one to five stars on overall satisfaction with the product.

» End-user ratings of one to five stars on how valuable users consider the product to be relative to its price.

» End-user ratings of one to five stars on how likely they are to recommend the product to others.

» A score, relative to other products in the market, for the size of the product’s customer base.

» A score, relative to other products in the market, for the number of professionals in the market who have experience with the product (e.g., users, developers, administrators).

» A score, relative to other products in the market, representing the total number of user reviews across the three Gartner web properties.

» A score, relative to other products in the market, representing the average number of times per month internet users search for the product on Google.

M E T H O D O L O G Y B A S I C S

40N O V E M B E R 2 0 1 7

Markets are defined by a core set of functionality, and products considered for, and included in, FrontRunners must offer that core set of functionality. Additional related functionality can contribute to the capability score for a product. To qualify for consideration in a FrontRunners quadrant, a product must have a minimum number of unique, user-submitted product reviews across the three Gartner Digital Markets web properties: softwareadvice.com, capterra.com and getapp.com. The minimum number of reviews required per product may differ by category, but will generally be between 10 and 20 unique reviews.

https://www.softwareadvice.com/

https://www.softwareadvice.com/

https://www.capterra.com/

https://www.getapp.com/

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