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CALL CENTER SOFTWAREMay 2017

CONTENTS46

Introduction

Defining Call Center Software

The Quadrant

Call Center FrontRunners Index

Runners Up

Methodology Basics

8

3540

7

FRONTRUNNERS9 Five9

10 RingCentral

11 ShoreTelConnect

12 VICIdial

13 VocalcomCloud

14 3CXPro

15 8x8

16 BrightPattern

17 Jive

18 inContact

19 Vonage

20 CallRail

21 ChaseData

22 ContactWorld

23 Nextiva

24 xCally

25 3CLogic

26 PanTerraStreamsUC

27 Ameyo

28 Sharpen

29 Snapforce

30 ParrotCloud

31 FluentStream

32 GreenlightCRM

33 uContact

34 Kixie

4M A Y 2 0 1 7

INTRODUCTION

This FrontRunners analysis is a data-driven assessment identifying products in the Call

Center market that offer the best capability and value for small businesses. For a given market, products are evaluated and given a score for the capability (x-axis) and value (y-axis) they bring to users. FrontRunners then plots the top 25-30 products in a quadrant format.

In the Call Center FrontRunners graphic, the Capability axis starts at 3.10 and ends at 4.30, while the Value axis starts at 2.90 and ends at 4.60. To be considered for the Call Center FrontRunners, a product needed a minimum of 10 user reviews, a minimum capability user rating score of 3.8 and a minimum value user rating score of 3.8. In most cases, we evaluate hundreds of products and feature 20-25 as FrontRunners; all products that qualify as FrontRunners are top performing products in their market.

I N T R O D U C T I O N

5M A Y 2 0 1 7

Each product falls within a designated quadrant based on their axis scores. Dependent on the specific needs of the software buyer, a product placed in any quadrant category could be a good fit.

QUADRANT CATEGORIES:

» UpperRight=Leaders: Leaders are all-around strong products. They offer a wide range of functionality to a wide range of customers. These products are considered highly valuable by customers.

» UpperLeft=Masters: Masters may focus more heavily on certain key features or market segments than Leaders do. If you need a more specialized set of functionality without bells and whistles, then a product in the Masters quadrant might be right for you.

» LowerRight=Pacesetters: Pacesetters may offer a strong set of features, but are not rated as highly on value. For example, a Pacesetter might offer greater functionality, but cost more.

» LowerLeft=Contenders: Contenders may focus on a more specialized set of capabilities that are priced at a higher point. This makes them ideal for companies willing to pay more for specific features that meet their unique needs.

6M A Y 2 0 1 7

CallCentersoftwarehelps organizations manage inbound and outbound communications

with customers and prospects across a variety of channels (voice, live chat, social media etc.). Software Advice’s FrontRunners quadrant is focused on the North American Call Center software market. We identify this set of core capabilities for the Call Center software category: automaticcalldistribution(ACD)withskills-basedrouting,computer-telephonyintegration(CTI),monitor/whisper/bargeandcallreporting(performancemanagementandanalytics),as well as at least one of the following: callscripting,callrecording,interactivevoiceresponse(IVR) and/or agentdesktop.

In addition, we identify several related features that organizations purchasing Call Center software may also need or wish to consider: campaign management, escalation management, voice recognition, knowledge base, live chat, predictive dialer and progressive dialer.

DEFINING CALL CENTER SOFTWARE

7M A Y 2 0 1 7

THE QUADRANT

Masters Leaders

Contenders PacesettersCapability Score

Valu

e Sc

ore

ShoreTelConnect

3CX Pro

8x8

Jive

VICIdial

Vocalcom Cloud

Five9

RingCentral

Bright Pattern

inContact Cloud

Vonage

Nextiva

ChaseData

CallRailContactWorld

3CLogicxCALLY

PanTerraStreamsUC

Sharpen

Kixie

uContact

FluentStream

Greenlight CRM

Parrot CloudCall Center

Snapforce

Ameyo

All products that qualify as FrontRunners are top performing

products in their market.

8M A Y 2 0 1 7

CALL CENTER FRONTRUNNERS INDEX

9 Five9

10 RingCentral

11 ShoreTelConnect

12 VICIdial

13 VocalcomCloud

14 3CXPro

15 8x8

16 BrightPattern

17 Jive

18 inContact

19 Vonage

20 CallRail

21 ChaseData

22 ContactWorld

23 Nextiva

24 xCally

25 3CLogic

26 PanTerraStreamsUC

27 Ameyo

28 Sharpen

29 Snapforce

30 ParrotCloud

31 FluentStream

32 GreenlightCRM

33 uContact

34 Kixie

9

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDFIVE9

QUADRANT PLACEMENT: LEADERS

4.24 4.45

4.15 4.09

4.70 4.82

4.70 4.90

4.70 4.90

3.98 4.40

4.90 4.90

4.30

3.10

3.60

10

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDRINGCENTRAL

QUADRANT PLACEMENT: LEADERS

4.22 4.47

4.31 4.24

4.55 4.70

4.10 4.40

5.00 5.00

3.73 5.00

4.40 4.70

5.00

3.50

2.00

11

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDSHORETEL CONNECT

QUADRANT PLACEMENT: LEADERS

3.91 4.58

4.28 4.25

3.20 4.92

4.10 5.00

2.30 4.60

3.88 4.90

5.00 5.00

4.90

2.50

3.10

12

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDVICIDIAL

QUADRANT PLACEMENT: LEADERS

4.03 4.45

4.76 4.92

3.30 3.98

3.50 3.90

3.10 4.40

3.30 3.10

3.90 4.30

1.90

2.70

4.70

13

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDVOCALCOM CLOUD

QUADRANT PLACEMENT: LEADERS

4.25 4.12

4.86 4.88

4.20 3.37

3.50 3.80

4.90 2.00

3.08 2.80

3.80 3.90

3.50

3.50

1.50

14

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARD3CX PRO

QUADRANT PLACEMENT: LEADERS

3.97 4.24

4.72 4.70

2.75 3.78

4.10 3.50

1.40 4.30

3.70 3.80

3.50 3.80

3.10

4.10

4.10

15

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARD8X8

QUADRANT PLACEMENT: LEADERS

4.14 4.05

4.15 4.14

3.90 3.97

3.50 4.10

4.30 2.80

4.38 4.60

4.10 4.10

4.40

4.40

4.60

16

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDBRIGHT PATTERN

QUADRANT PLACEMENT: LEADERS

4.12 3.98

4.73 4.89

3.35 3.07

4.70 4.60

2.00 3.60

3.68 1.00

4.60 2.30

2.50

4.30

3.30

17

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDJIVE

QUADRANT PLACEMENT: LEADERS

3.86 4.22

4.69 4.76

2.00 3.68

2.80 3.30

1.20 4.70

4.08 3.80

3.30 3.50

4.10

5.00

3.90

18

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDINCONTACT

QUADRANT PLACEMENT: MASTERS

3.55 4.10

3.87 3.83

2.55 4.37

2.80 4.30

2.30 4.10

3.90 4.70

4.30 4.40

4.70

2.80

3.80

19

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDVONAGE

QUADRANT PLACEMENT: MASTERS

3.56 4.08

3.92 3.86

2.15 4.30

1.20 4.70

3.10 3.10

4.25 4.10

4.70 4.60

4.60

4.70

3.00

20

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDCALLRAIL

QUADRANT PLACEMENT: PACESETTERS

3.74 3.74

4.81 4.86

2.10 2.62

1.20 2.80

3.00 2.50

3.25 1.00

2.80 3.30

3.00

2.30

4.90

21

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDCHASEDATA

QUADRANT PLACEMENT: PACESETTERS

3.89 3.59

4.71 4.74

3.30 2.45

4.70 3.60

1.90 3.30

2.83 2.20

3.60 1.00

1.40

3.80

2.50

22

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDCONTACTWORLD

QUADRANT PLACEMENT: PACESETTERS

3.71 3.62

4.58 4.34

2.25 2.90

2.80 3.10

1.70 3.00

3.43 1.00

3.10 3.60

3.80

4.60

2.20

23

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDNEXTIVA

QUADRANT PLACEMENT: MASTERS

3.46 3.80

4.41 4.39

1.80 3.20

2.20 2.70

1.40 3.50

3.20 4.10

2.70 3.10

3.90

3.90

2.30

24

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDXCALLY

QUADRANT PLACEMENT: PACESETTERS

3.72 3.46

4.81 4.80

3.30 2.12

3.50 2.00

3.10 2.50

1.98 2.20

2.00 2.00

2.20

1.00

2.70

25

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARD3CLOGIC

QUADRANT PLACEMENT: CONTENDERS

3.67 3.48

4.11 4.06

3.70 2.90

2.80 2.30

4.60 3.90

2.75 3.50

2.30 2.70

2.80

4.90

1.00

26

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDPANTERRA STREAMS UC

QUADRANT PLACEMENT: CONTENDERS

3.44 3.47

4.20 4.58

2.05 2.37

1.00 2.50

3.10 1.00

3.30 2.20

2.50 3.00

3.30

3.00

4.40

27

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDAMEYO

QUADRANT PLACEMENT: CONTENDERS

3.60 3.30

4.33 4.28

3.60 2.32

4.10 2.20

3.10 1.70

2.13 2.80

2.20 2.50

3.60

1.00

1.70

28

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDSHARPEN

QUADRANT PLACEMENT: CONTENDERS

3.37 3.41

4.48 4.48

2.10 2.35

2.20 1.00

2.00 3.60

2.43 3.10

1.00 2.70

2.70

1.00

5.00

29

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDSNAPFORCE

QUADRANT PLACEMENT: CONTENDERS

3.66 3.06

4.54 4.42

2.55 1.70

2.00 3.00

3.10 1.20

3.00 1.00

3.00 1.00

1.40

3.30

4.30

30

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARDPARROT CLOUD

QUADRANT PLACEMENT: CONTENDERS

3.38 3.30

4.73 4.74

2.25 1.87

2.20 1.00

2.30 2.30

1.80 3.50

1.00 1.70

1.70

1.00

3.50

31

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARD

QUADRANT PLACEMENT: CONTENDERS

3.38 3.28

4.64 4.70

2.50 1.87

2.20 1.90

2.80 2.00

1.75 1.00

1.90 2.20

2.20

1.00

1.90

FLUENTSTREAM

32

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARD

QUADRANT PLACEMENT: CONTENDERS

3.30 3.15

4.79 4.83

2.40 1.47

1.70 1.70

3.10 1.20

1.23 2.20

1.70 1.00

1.20

1.00

1.00

GREENLIGHT CRM

33

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARD

QUADRANT PLACEMENT: CONTENDERS

3.19 3.17

4.86 4.95

1.35 1.38

1.70 1.00

1.00 1.50

1.70 1.00

1.00 1.90

2.00

1.00

2.80

UCONTACT

34

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

M A Y 2 0 1 7

FRONTRUNNERS SCORECARD

QUADRANT PLACEMENT: CONTENDERS

3.22 2.98

4.57 4.81

2.75 1.15

1.20 1.00

4.30 1.90

1.00 1.00

1.00 1.00

1.00

1.00

1.00

KIXIE

35M A Y 2 0 1 7

ProviderslistedasRunnersUpwere considered for inclusion in the quadrant, but were ultimately

not included for one or more reasons: they did not have enough reviews; they did not meet the reviews score minimum; they did not meet the ultimate Value and Capability minimum scores; or they did not meet our functionality requirements for the market.

RUNNERS UP

Aavaz

ActiveDEMAND

AddSource

AdobeConnect

Advisor

AgentDialer

Aircall

AireContact

AspectZipwire

AT&TConnect

AuguTech

Autodialer

Autom8Enterprise

AutomaticCallRecording

AvatarDialler

BroadcastByPhone

BusinessVoice

BusinessVoiceEdge

bxpsoftware

C-ZentrixContactCenter

CalabrioCallRecording

CalabrioOneSuite

Calibre

CallCenterDialer

CallSWEET!Worx

Callcap

CallCenterNOW

CallFireCloudCallCenter

CallFireHostedIVR

CallFireVoiceBroadcast

CallHub

Callmaker

CALLN

CallProCRM

CallScripterSynergy

CallShaper

36M A Y 2 0 1 7

RUNNERS UP

CallTools

CallTrackingMetrics

CASH+CallRecordingSoftware

Centcom

CincomSynchrony

CiscoCallCenter

CiscoUnifiedCommunicationsManager

ClarityConnect

ClarityTelBusinessVoIPSolutions

Click2Coach

Clicktools

CloudPredictiveDialerby3CLogic

CloudPredictiveDialerbyLeadsRain

CloudPredictiveDialerbySafeSoftSolutions

Cloud-BasedPredictiveDialer

CloudCall

ConnectFirst

ContactProHostedDialler

contactSPACE

Convirza

CrazyCall

CXM

CyCC

Desk.com

Dezide

DialersProPredictiveDialer

DialogTech

DialogTechCallTracking

DigiumSwitchvox

DolphinPro

EasycallCloud

eTollFreePredictiveDialer

EvolveIPPhoneSystem

ExelysisContactCenter

EZTalks

Fenero

FocusContactCenter

Fonality

Freshdesk

FreshOffice

FrontSpin

Fuze

GenesisCommunications

Genesys

HelloHunter

Helpshift

Highfive

HoduCC

HostedPredictiveDialer

HotProspector

IBMSametime

37M A Y 2 0 1 7

ICTBroadcast

inConcertAllegro

inContactIVRSoftware

iNexus

Intellicon

InterDialogUCCS

InVisionEnterpriseWFM

Invoca

IPPhoneSystem

Irene

itPBX

iuvoDeskHelpDesk

IVRStudio

IVRwithSpeechRecognition

KANAExpress

KiteDesk

KPSKnowledgeManagementSoftware

KronoDesk

LiveAgent

LiveOps

LiveVox

LunarCRM

Marketing360

Megacall

MetaphorContactCenter

MiContactCenter

MicrosoftDynamicsCRM

MightyCall

Mikogo

MiVoice

MyOwnConference

nanoRep

NectarDesk

NetVanta7100

Newfies-Dialer

NewVoiceMedia

neXorce

NixxisContactSuite

NobleSolutionSuite

OneContactCC

OnSIPHostedVoIP

OomaOffice

OptifiNowSalesProcessAutomation

OracleContactCenterAnywhere

OracleRightNow

OracleServiceCloud

OrekaTR

OXON

PanTerraUnifiedCloudServices

PARTH

Phone.com

PhoneBurner

PhoneCall

RUNNERS UP

38M A Y 2 0 1 7

RUNNERS UP

PhoneWagon

PICS

PIMSDialer

Plum

PREDICTIVEDIALERbyFive9

PredictiveDialerbyInnitel

PredictiveDialerbyinterCloud9

PredictivedialerPBX

PredictiveDilaer

PrimoDialler

ProcedureFlow

ProfileWatchdog

PureCloudEngage

QueueMetrics

ReadyTalk

RECITE

RestaurantCallCenter

Ricochet

Ringio

Ringostat

SalesExec

Salesforce.comServiceCloud

Scorebuddy

SendHub

Sideline

simplyCTAll-in-OneVirtualCallCenter

Skype

SlingshotVoIP

Solgari

SonicView

SpeechLogRecordingSystem

SpiceCSM

SpitFire

Storacall

SYNTHESYS

SysAid

T-MaxPredictiveDialer

Talkdesk

TelePacificHostedPBX

TenfoldSalesDialer

TentacleCloud

ThinkingPhones

TouchStarDialler

TrueERP

Ubicentrex

UiPath

UniVoIP

UniVoIP-VoIP

Upcall

VanillaSoftSalesCRMSoftware

VanillaSoftTelephonySolutions

VHTCallback

VirtualOfficeby8x8VirtualContactCenter

VirtualPBX

39M A Y 2 0 1 7

Vivocha

VoApps

VoiceBroadcasting

VoiceGuideIVR

VoiptimeCloud

Vontio

VSLoggerCallRecorder

WhatConverts

Whisbi

WinBill

WindstreamVirtualPBXVoIP

X5CloudContactCenter

XenCallCallCenterSuite

Xperience

XtremeLocator

Yonyx

Ytel

Zendesk

Zent.io

Zingtree

Zoiper

RUNNERS UP

40M A Y 2 0 1 7

The FrontRunnersmethodologyassessesandcalculates a score for products on two primary

dimensions: Capability on the x-axis and Value on the y-axis.

THE CAPABILITY SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING:

» End-user ratings of one to five stars on the product’s functionality.

» End-user ratings of one to five stars on the product’s ease of use.

» End-user ratings of one to five stars on the product’s customer support.

» A score, relative to other products in the market, for the product’s inclusion of key functionality for the software category.

» A score, relative to other products in the market, representing the number of other products that integrate with it.

METHODOLOGY BASICS

M E T H O D O L O G Y B A S I C S

41M A Y 2 0 1 7

THE VALUE SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING:

» End-user ratings of one to five stars on overall satisfaction with the product.

» End-user ratings of one to five stars on how valuable users consider the product to be relative to its price.

» End-user ratings of one to five stars on how likely they are to recommend the product to others.

» A score, relative to other products in the market, for the size of the product’s customer base.

» A score, relative to other products in the market, for the number of professionals in the market who have experience with the product (e.g., users, developers, administrators).

» A score, relative to other products in the market, representing the total number of user reviews across the three Gartner web properties.

» A score, relative to other products in the market, representing the average number of times per month internet users search for the product on Google.

M E T H O D O L O G Y B A S I C S

42M A Y 2 0 1 7

Markets are defined by a core set of functionality, and products considered for, and included in, FrontRunners must offer that core set of functionality. Additional related functionality can contribute to the capability score for a product. To qualify for consideration in a FrontRunners quadrant, a product must have a minimum number of unique, user-submitted product reviews across the three Gartner Digital Markets web properties: softwareadvice.com, capterra.com and getapp.com. The minimum number of reviews required per product may differ by category, but will generally be between 10 and 20 unique reviews.

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