Best Unified Communications as a Service (UCaaS) Software for Client Experience Announced by SoftwareReviews

Microsoft Teams, Cisco Webex Calling, Alcatel-Lucent Rainbow are the 2021 Unified Communications as a Service Emotional Footprint Champions.

SoftwareReviews, a division of IT research and advisory firm Info-Tech Research Group, has published its 2021 Unified Communications as a Service Footprint Awards, naming three vendors as Champions. The following vendors are champions according to the feedback provided by their users via SoftwareReviews' comprehensive online survey:

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Best Unified Communications as a Service (UCaaS) Software for Client Experience Announced by SoftwareReviews (Graphic: Business Wire)

• Microsoft Teams
• Cisco Webex Calling
• Alcatel-Lucent Rainbow

“Unified communications solutions are now part of the application bedrock for enabling remote and hybrid work. It is thus more important than ever to examine which UC vendors provide excellent customer relationships and experience, lest business continuity is threatened. Meeting requirements is one thing – it is another factor altogether whether the vendor can meet those reliably and with engaging support and availability – all at a competitive rate,” - Thomas Randall, research analyst, Info-Tech Research Group.

SoftwareReviews' Net Emotional Footprint measures high-level user sentiment. It aggregates emotional ratings from 26 provocative questions, creating a powerful indicator of the overall user feeling toward the vendor and the product.

Microsoft Teams, with a Net Emotional Footprint of +82, excelled in reasonable and fair conflict management, giving vendors peace of mind. With a Net Emotional Footprint of +82, Cisco Webex Calling performed well in product impact, allowing its software to enable user performance and productivity reliably. Alcatel-Lucent Rainbow, with a Net Emotional Footprint of +83, performed exceptionally in service experience, exceeding user expectations in being efficient, caring, and effective.

In general, Unified Communications as a Service software users were most satisfied with vendors being respectful when responding to the vendors' attitude toward service experience and offering quality and effectiveness in their services. However, users were most dissatisfied with vendors over-promising to deliver.

What Is the Emotional Footprint Diamond?

The Emotional Footprint Diamond illustrates the customer experience with software vendors and a complex relationship spanning procurement, implementation, service, and support. The Net Emotional Footprint of a vendor is a result of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation, creating a powerful indicator of overall user feeling toward the vendor and its product from the software user's point of view. The data published in the Emotional Footprint Diamond is collected from real end-users through authentic software review surveys and meticulously verified. The survey uses standard net promoter scoring (positive percentage minus negative percentage) to arrive at the Net Emotional Footprint score. These skillfully crafted survey questions are informed by two decades of IT research and advisory. Vendors with top user scores receive the Emotional Footprint Award. The Emotional Footprint Awards, an initiative proudly founded in 100% user-review data, is free of traditional components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.

About SoftwareReviews:

SoftwareReviews is a division of Info-Tech Research Group, an IT research and advisory firm established in 1997. Backed by two decades of IT research and advisory experience, SoftwareReviews is a leading source of expertise and insight into the enterprise software landscape and client-vendor relationships. By collecting real data from IT and business professionals, the SoftwareReviews methodology produces detailed and authentic insights into the experience of evaluating and purchasing enterprise software.

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