Gartner Peer Insights is a review platform for enterprise technology decision-makers.
After an 18-month period – ending in November 2022 – the platform published 1,099 reviews of various CCaaS vendors.
Using this insight, Gartner created a "voice of the customer" report to compare and contrast the top 11 most reviewed providers.
Reviews involve customers answering a series of questions on a scale from one to five, which Gartner has averaged to surface insight into the software and services of each vendor.
Most notably, it has created the voice of the customer graphic below, grouping vendors into various cohorts. These include: Customers’ Choice, Established, Strong Performer, and Aspiring.
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Gartner Peer Insights “Voice of the Customer” for CCaaS 2023[/caption]
Yet, within the report, there are also a host of other insights into each vendor. So, let’s consider them individually after running through the headline takeaways.
Headline Takeaways
NICE, AWS, and Talkdesk received a customers' choice vendor accolade while also scoring highest in their customers' willingness to recommend them.
Indeed, 90 percent of NICE customers would recommend the CCaaS provider. Meanwhile, for AWS and Talkdesk, the figure drops slightly to 89 and 87 percent, respectively.
Dialpad also achieved an 87 percent score. Meanwhile, Genesys and Odigo performed well too, enjoying an 86 percent recommendation rating.
At the other end of the spectrum, Cisco and Vonage lag on willingness to recommend, scoring 74 and 76 percent, respectively.
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Gartner Peer Insights “Voice of the Customer” for CCaaS 2023: Willingness to Recommend[/caption]
NICE, AWS, and Talkdesk again took home the mantle as customers' choice vendors when Gartner investigated the midsize enterprise (50M - 1B USD) segment specifically.
Yet, NICE proved the standalone leader in North America, with Gartner pinpointing the CCaaS provider as the only customers’ choice vendor in the region.
Insights Into Each of the 11 Vendors
Delve deeper into the results from Gartner Peer Insights "Voice of the Customer" report with some vendor-specific insights.
8x8
59 percent of 8x8 customers have given the vendor a five-star for CCaaS. Many particularly enjoyed the sales experience, which – on average – scored a 4.6 out of five.
8x8 thrives in the mid-market space, as 95 percent of its business seemingly comes from enterprises with a market valuation of between $50MN and $1BN.
However, the provider appears to trail its rivals in its market presence outside of North America and EMEA, with no reviews coming from APAC or LATAM.
AWS
AWS is one of the three customers' choice vendors, with 95 percent of those customers giving it a four- or five-star rating.
Moreover, AWS had no two- or one-star ratings despite aligning itself with many large enterprises that often have complex contact center needs.
Indeed, 12 percent of its CCaaS customers are valued at 10BN+, while the provider serves many industries and geographies.
Cisco
Cisco has an extensive legacy base to leverage for CCaaS migrations. As such, it handles global deployments across many industries.
The vendor also caters to businesses of all shapes and sizes. Indeed, it has many enterprise customers migrating from on-premise, while it also works with SMBs that wish to extend their Webex UC platform.
Unfortunately, with a willingness to recommend score of 74 percent, it scored the lowest of all 11 vendors, as it did for "deployment experience".
CloudTalk
None of the CloudTalk CCaaS reviews in the study gave the vendor a one- or two-star rating. Instead, most (58 percent) gave it a four-star score.
Despite being based in central Europe, much of CloudTalk’s business stems from APAC – alongside North America and EMEA. Yet, it seemingly lacks a robust presence in LATAM.
Finally, CloudTalk received respectable scores for its product capabilities, sales experience, and support experience. However, like Cisco, the vendor fell back in its deployment experience.
Dialpad
Dialpad, which differentiates itself by doing contact center AI differently, performed particularly well in ratings for its sales and deployment experiences.