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CALL CENTER SOFTWAREM AY 2 0 1 9Powered byMethodology
CONTENTS3 Introduction5 Defining Call CenterSoftware6 FrontRunners(Small Vendors)8 FrontRunners(Enterprise Vendors)10 Runners Up14 Methodology Basics2
INTRODUCTIONThis FrontRunners analysisgraphic had a minimum qualifyingis a data-driven assessmentscore of 3.76 for Usability and 3.61identifying products in the Callfor User Recommended, whileCenter software market that offerthe Small Vendor graphic had athe best capability and value forminimum qualifying score of 3.72small businesses. For a givenfor Usability and 3.57 for Usermarket, products are evaluated andRecommended.given a score for Usability (x-axis)and User Recommended (y-axis).FrontRunners then plots 10-15products each on a Small Vendorand an Enterprise Vendor graphic,based on vendor business size, perTo be considered for the Call CenterFrontRunners, a product neededa minimum of 20 user reviewspublished within 18 months of theevaluation period. Products neededcategory.a minimum user rating score ofIn the Call Center FrontRunnersRecommended in both the Smallinfographic, the Enterprise Vendorand Enterprise graphics.3.0 for both Usability and User3
IntroductionThe minimum score cutoff to be included inthe FrontRunners graphic varies by category,depending on the range of scores in each category.No product with a score less than 3.0 in eitherdimension is included in any FrontRunners graphic.For products included, the Usability and UserRecommended scores determine their positions onthe FrontRunners graphic.4
DEFINING CALLC E N T E R S O F T WA R ECall Center software helpswhisper/barge functionalities,organizations manage inboundand call reporting (performanceand outbound communicationsmanagement and analytics), as wellwith customers and prospectsas at least one of the following: callacross a variety of channels (e.g.,scripting, call recording, interactivevoice, live chat, social media).voice response (IVR), and/or agentUI or desktop.Software Advice’s FrontRunnersis focused on the North AmericanCall Center software market.We identify this set of corecapabilities for the Call Centersoftware category: automatic calldistribution (ACD) with skills-basedrouting, computer-telephonyintegration (CTI), monitor/5
FRONTRUNNERS(SMALL VENDORS)F R O NTR U NNE RS FO R CA LL C E NT E R,MAY 2 0 1 9For each individual rating in both the Usability andUser Recommended criteria, the methodologyweighs recent reviews more heavily.6
FRONTRUNNERSSCORES(SMALL VENDORS)TOTALSCOREUSABILITYSCOREUS E RR E CO M M E N DEDS CO R m9.264.754.506VCC Live9.194.604.607eTollFree Tech8.984.614.3710Connect First8.974.624.3511VICIdial8.904.344.5612Bright 3.733.8515CallHippo7.313.733.587
FRONTRUNNERS(ENTERPRISE VENDORS)F R O NTR U NNE RS FO R CA LL C E NT E R,MAY 2 0 1 9For each individual rating in both the Usability andUser Recommended criteria, the methodologyweighs recent reviews more heavily.8
FRONTRUNNERSSCORES(ENTERPRISE VENDORS)TOTALSCOREUSABILITYSCOREUS E RR E CO M M E NDEDS CO R E1Nextiva9.154.554.602Talkdesk9.144.694.453Jive Contact Center9.074.574.504CallRail9.064.554.515Avaya Aura ContactCenter8.824.334.496Twilio Flex8.804.344.467Zendesk talk8.574.314.268Dialpad8.534.394.149Aspect Unified 4.164.1412NICE inContact CXone8.264.184.0813Vonage ll7.613.993.629
RUNNERS UP3CLogic - Call Center SolutionCallFinder8x8 Virtual Contact CenterCallFireAavazCALLNAmeyoCallPro CRMAnywhere365 for Skype BusinessCallShaperAspect ProphecyCallsquadAspect Quality ManagementCallTakerAspect ViaCallTrackingMetricsAspect ZipwireCastel DetectAvatar DiallerCC-OneBaltoCisco Call Centerbpm’onlineClarity ConnectBroadcastByPhoneClicktoolsbxp softwareClientCallPlusCalabrio One SuiteCloud Predictive Dialer by 3CLogicCall BoxCloud Predictive Dialer by SafeSoftSolutionsCall Center by Evolve IPCallBlitzerCloudCallComapi10
Contact Center Compliance SuiteFreshOfficeContaqueFrontSpinContivio Contact CenterGreenlight CRMCrazy CallHelpshiftCXM Recording and ing Innovations Call CenterApplication SuiteHosted Predictive DialerHyperion PlatformICTBroadcastImpact360 Workforce ManagementinConcert AllegroDialogTechiNexusDixaInfinity Call TrackingEasyconferenceInfinity ECMeasyinboundInfoServEducationFolderInTouch by TopdownEnghouse Interactive Contact is Contact CenterJivoChatFeneroJustCallFocalScopeKMS LighthouseFreshcallerLiveVox11
MegacallParakeetMetaphor IVR Parrot Cloud Call CenterMiContact CenterPARTHMonet Live WFOPBXMySalesDialerPro FieldWorkMobilityPhoneCallnanoRepPICSNAVIS SuitePIMS DialerNectar DeskPipkins Vantage PointNetHelpDeskPlayVoxNetop Live Guide ChatPlum by The Plum GroupNewfies-DialerPredictive Dialer by InnitelNewVoiceMediaPrimoDiallerNoble Systems SuiteProcedureFlowOne Call NowProScheduler WFMOpenText CEM SuitePulsarOptifiNow Sales Process AutomationQEvalOracle Contact Center AnywhereQueueMetricsOracle CXQuiq MessagingOracle Right NowQwikDialOXONRealPagePamelaRetreaverPanTerra Unified Cloud ServicesRicochet by Speed to Contact12
RingioTrack UniVoIPSayintUpcallScorebuddyUSU Knowledge CenterSharpen (previously Fathom Voice)VBVoiceShelfVersatureSip2Dial cloud call centerVivochaSmartAction Speech IVR SystemVoAppsSnapforceVocalcomSnowflyVodia PBXSpitFireVoiceLogSteamVoIPstudioT-Max Predictive DialerVoxco IVRTalkieVozytalvalaWix Answerstcnp 3XenCallTelax Cloud Contact CenterYtel Contact CenterTelax Hosted Call CenterZaiConversationsTelTelthinQ LCRTotalWebArt13
METHODOLOGYBASICSThe FrontRunners methodologyassesses and calculates ascore for products on two primarydimensions: Usability on the x-axisand User Recommended on they-axis.The Usability score is a weightedaverage of user ratings including: End-user ratings of one to fivestars on how valuable usersconsider the product to berelative to its price. End-user ratings of one to fivestars on how likely they areto recommend the product toothers.There are up to two FrontRunners End-user ratings of one to fivestars on the product’s ease of use.graphics for each market, one End-user ratings of one tofive stars on the product’sfunctionality.Vendors graphic. The Small VendorsThe User Recommended score isan overall weighted average ofscores including:Small Vendors and one Enterprisegraphic highlights qualifiers fromsmaller (by employee size) vendors,while the Enterprise Vendorsgraphic displays qualifiers for larger(by employee size) vendors.14
M ethodology BasicsMarkets are defined by a core set of functionality,and to be eligible for FrontRunners, productsmust offer that core set of functionality. Corefunctionality required is determined by ourresearch analysts, who provide coverage for andhave familiarity with products in that market.Additionally, a product must have at least 20unique user-submitted product reviews publishedwithin 18 months of the start of the analysis periodacross the three Gartner Digital Markets webproperties: softwareadvice.com, capterra.com, andgetapp.com.Inclusion in the Small Vendor or EnterpriseVendor FrontRunners graphics is based on vendoremployee count. Vendors eligible for the EnterpriseVendor graphic must have more than the medianemployee count for all vendors in the market, or100 employees—whichever is greater. Vendorswhose employee counts do not meet either ofthose thresholds qualify for the Small Vendorgraphic.In the event fewer than 10 products qualify for either a SmallVendors or Enterprise Vendors FrontRunners graphic, the vendorsthat do qualify will be combined into a single graphic.115
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UI or desktop. DEFINING CALL CENTER SOFTWARE. 6 . 13 Vonage Business 7.97 4.00 3.97 14 PureCloud 7.76 3.77 3.99 15 Aircall 7.61 3.99 3.62 . T-Max Predictive Dialer Talkie talvala tcnp 3 Telax Cloud Contact Center Telax Hosted Call Center TelTel thinQ LCR TotalWebArt Track PM
