G2 is a prominent, verified review platform for tech decision-makers.
The comparison site harnesses those reviews to generate reports across 630+ software categories.
Perhaps the most popular of those reports are its quarterly Grid studies – and the firm has now released its Summer 2023 Enterprise Grid for Cloud Contact Center platforms.
To feature, each CCaaS vendor must have at least ten reviews – submitted by May 2023.
G2 then uses an algorithm to place vendors on the Grid. This factors in the recency of each review, the amount of feedback, the reviewer’s role, community engagement, and more.
In addition, it considers data from the web and social networks.
In doing so, G2 creates cumulative customer satisfaction and market presence ratings for each vendor. It then divides them into four categories: Leaders, Contenders, High Performers, and Niche Products – as highlighted below.
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The G2 Enterprise Grid Report for Contact Center, Summer 2023[/caption]
Yet, the supporting study also hosts many insights into each vendor and its offerings.
So, let’s consider the leaders individually after whittling through some top takeaways.
Headline Takeaways
Talkdesk, Genesys, and NICE placed best, as the vendors did in the most recent Gartner Magic Quadrant for CCaaS.
Through the lens of customer satisfaction alone, Talkdesk leads by some distance, scoring 98 out of 100. To put that in perspective, its closest rival – UJET – scored 84.
Meanwhile, Genesys recorded the best market presence ratings, ahead of NICE and Salesforce.
While many consider Salesforce’s Service Cloud a CRM platform, its convergence with CCaaS represents a larger market trend.
With that platform, Salesforce crept into the leader segment alongside AWS, Five9, and Ameyo.
While Ameyo’s score fell behind its fellow leaders, securing a place in the top-right quadrant – amongst these industry stalwarts – is a significant coup.
Elsewhere, UJET may feel somewhat aggrieved not to make the leader quadrant. Delve deeper into the satisfaction ratings, and it boasts the highest NPS score across all vendors, with its customers the most like to recommend the brand.
Yet, while its market presence is not quite there – as per the G2 report – its tight-nit partnership with Google is starting to change that.
One day it may even match Avaya, which performed particularly well in terms of market presence. Once again, this highlights the fierce loyalty of its customers despite the vendor’s financial woes.
Finally, it’s critical to note that the scores of 3CX, CloudTalk, and Vonage are somewhat hampered by G2’s failure to gain a complete set of data points.
Insights Into the Market Leaders
Delve deeper into the results from the G2 Enterprise Grid Report for Contact Center by scouring the following insights into the market leaders.
Talkdesk
Talkdesk achieved a 90+ percent score across each of the six core elements G2 measures as part of its customer satisfaction rating. These elements include:
- Quality of Support
- Ease of Use
- Meets Requirements
- Ease of Admin
- Ease of Doing Business With
- Ease of Setup
In doing so, Talkdesk surpassed the industry average across each of these criteria and achieved the highest CSAT score across all providers.
2,128 reviews contributed to these findings, which also reveal that the vendor’s highest-rated features include its auto-dialler, agent scheduling capabilities, and voice platform.
Live chat proved its lowest-rated feature, scoring 92 percent. Nevertheless, that is still higher than the industry average for the solution, which is 89 percent.
Genesys
According to G2, Genesys has the biggest market presence of all CCaaS providers worldwide.
The vendor also scored highly in customer satisfaction, with 94 percent of users giving the vendor an overall rating of four or five stars.
Digging deeper into the six core elements of CSAT (as highlighted above), Genesys scores best for “ease of use” – recording an 89 percent rating.
However, it trails the market average of 87 percent in “quality of support” – scoring 78 percent.