Independent analysis and ratings of 14 vendors providing applications and platform for omnichannel contact centers
BEND, OR, April 30, 2021 /24-7PressRelease/ — Ventana Research today released its 2021 Value Index on Contact Center in the Cloud, a quantified, research-based index evaluating technology providers and products. This Value Index assesses 14 vendors’ products using our Contact Center blueprint, evaluating software in seven key categories that are weighted based on our expertise and research to reflect buyers’ needs. The structure of the Value Index reflects our understanding that proper evaluation involves far more than just examining product features, potential revenue or customers gained. We believe it is important to take this comprehensive research-based approach, since making the wrong choice of technology can raise the total cost of ownership, lower return on investment and hamper an organization’s ability to reach its performance potential.
Using the Value Index, businesses can mitigate risk and reduce the time it takes to assess and select a cloud-based contact center platform. Ventana Research’s Value Indexes are the result of decades of experience and over 18 years of research and knowledge of the market for customer experience software. It provides an in-depth analysis of technology suppliers’ products working with mobile technology, evaluating their strengths and gaps compared to competitors’ products.
The Value Index for Contact Center in the Cloud is based on a comprehensive examination of 14 vendors’ products in seven evaluation categories, five that evaluate the products’ experience and the ability to support the breadth and depth of business and technology needs for contact centers and two that address customer experience and the supporting vendor validation and total cost of ownership/return on investment.
The 2021 Value Index for Contact Center in the Cloud identifies the companies that deliver the highest value based on an overall weighted evaluation and the rating of the vendor for product and customer experience. The Overall Value Index Leaders in the 2021 Value Index in ranked order are NICE, Talkdesk and Genesys. Companies that rank in the top three in any category earn the designation Value Index Leader. NICE has done so in all seven of the evaluation categories. Talkdesk has done so in five of the seven categories; Genesys has done so in four of the seven evaluation categories; Cisco and Content Guru are Value Index Leaders in two categories and Avaya is a leader in one category.
The Value Index, through the thorough assessment of product and customer experience, has categorized vendors into four classifications: Exemplary, Innovation, Assurance and Merit. We found four vendors rated as Exemplary: NICE, Talkdesk, Genesys and Content Guru; Innovative: Avaya, Cisco and Five9; Assurance: Aspect, 8×8 and Altitude Software; Merit: Vonage, RingCentral, AWS and Twilio. The Value Index leaders for product experience ranked across five categories are NICE, Talkdesk and Twilio. Leaders in customer experience ranked across two categories are NICE, Talkdesk and Content Guru. Criteria for inclusion in the Value Index include minimum annual revenue, countries of operations and product areas of support for analytics and data software, which are outlined in more detail within the report.
The Value Index is not just a listing of vendors or a selection of “cool” products; rather than evaluating a vendor primarily on its vision or market execution, the Value Index provides specific numerical ratings, both overall and for each of the seven components of the Value Index, for technology buyers to consider. Organizations can also use the Value Index as a guide to assess existing technology providers and determine if their provider best meets their needs today and in the future.
“The contact center industry is in the midst of a historic shift to utilizing cloud computing,” says Keith Dawson, Vice President and Research Director of Customer Experience. “Organizations and those in the contact center should know that cloud-based platforms represent the cutting edge of innovation and development. It should be easier than ever for organizations of any size and industry to assess and select the right vendor using this Value Index that assesses the fit for products at all levels of usage and the experience for which suppliers support customers across their entire journey.”
“Assessing vendors and products is more than looking at their vision, strategy and go-to-market efforts, but evaluating the actual products and examining its technological capability to support the specific requirements of an organization,” said Mark Smith, CEO and Chief Research Officer at Ventana Research. “In addition, the customer experience a vendor provides is essential to the successful relationship with an organization using their products. This Value Index, like all from Ventana Research, demonstrates the importance of assessing vendors on what matters for an organization performing an evaluation and assessment, and avoids analyst firm ratings that use a methodology that is less about their needs.”
The Contact Center in the Cloud Value Index is neither sponsored nor influenced by technology vendors and is conducted solely in pursuit of Ventana Research’s mission to provide value to business and IT through advisory services, benchmark assessments and workshops. Ventana Research’s goal is to help guide organizations to optimal efficiency in their use of technology investments for business and IT. To learn more and read the market report of the 2021 Value Index for Contact Center in the Cloud, please visit https://www.ventanaresearch.com/value_index/customer_experience/contact_center_in_the_cloud/market-report/2021.
About Ventana Research
Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk.
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