DMG Consulting uncovers the strengths and weaknesses of leading CBCCI providers as part of its: “Cloud-Based Contact Center Infrastructure Product and Market Report”.
In doing so, the independent research firm analyses the performance of each provider across 34 fields. These vary tremendously as DMG Consulting delves into product offerings, innovations, and professional services. Other crucial aspects of vendor performance – such as support and training – are also considered.
Scores range from one (not satisfied) to five (completely satisfied), with some vendors achieving an array of high scores, thanks in part to the many benefits of cloud migration.
As Donna Fluss, President of DMG Consulting, says:
“The cloud-based contact centre infrastructure vendors have hit their stride by giving enterprises what they want – the agility to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis.”
Perhaps most impressive was the performance of Five9. Fresh from the disappointment of the failed Zoom acquisition, the company has something to celebrate, receiving 33 perfect scores.
“At Five9, everything we do begins and ends with our customers, their needs and our joint vision,” says Genefa Murphy, Five9 CMO.
“Five9 thoroughly believes in partnering with our customers to successfully deploy technologies and maximise the value they get from their Five9 investment over time. We are committed to helping them succeed and reimagine their CX through the contact centre.”
NICE also received acclaim, achieving perfect scores for its omnichannel capabilities and virtual agent self-service – garnering further praise in the overall “product” category, again attaining full marks.
To tally these scores, DMG consulting surveyed five end-users of each solution. Across each of the 34 fields, participants rated the infrastructure from one to five. Each of the scores within the report is an average of the results.
However, as DMG Consulting recommends within their report: “Prospects [will ideally] conduct their own satisfaction analysis by contacting at least five customers of their preferred vendor before making an investment.”
Doing so is crucial to maximising the chances of CBCCI success. After all, there are a whole host of vendors. It is not only Five9 and NICE that prove popular with their clientele. For example, 8×8 secured super scores for its innovation, while Puzzel earned praise for ease of business.
Every business has its priorities. Engaging in conversations with various vendors and their customers, in regards to these, will enable enterprises to choose a solution that delivers on their expectations.
