Users had great things to say about the four UCaaS vendors.

Edward Gately, Senior News Editor

January 14, 2022

2 Min Read
Voxbone SIP

SoftwareReviews has named Google, Zoom, Microsoft and Cisco gold medalists in its 2022 UCaaS Software Data Quadrant Awards.

Thomas Randall is senior research analyst at Info-Tech Research Group.


Info-Tech Research Group’s Thomas Randall

“Communications and collaboration technologies are increasingly entwining with customer experience platforms,” he said. “This evolution gives staff the benefit of monitoring and keeping track of customer journeys, lead generation and loyalty management without leaving their single pane of glass.”

Looking for more? We recently compiled a list of 20 top UCaaS providers offering products and services via channel partners.

The best UCaaS vendors recognized by SoftwareReviews have received high scores on the organization’s emotional footprint diamond. It’s based on verified survey data collected from real end-users.

Net Emotional Footprint

The net emotional footprint (NEF) of each software vendor is a result of aggregated emotional response ratings across the areas of service, negotiation, product impact, conflict resolution, strategy and innovation. The NEF is an indicator of overall user sentiment toward the vendor and its product from the software user’s point of view.

The 2022 UCaaS software gold medalists are as follows:

  • Google Voice, +94 NEF, is ” loved by its customers for its exceptional features.”

  • Zoom Phone, +91 NEF, “exceeded user expectations for their smooth implementation process and strategy.”

  • Microsoft Teams, +86 NEF, ranked “strongly for web and desktop conferencing.”·

  • Cisco Webex Calling, +85 NEF, scored high for including audio transcription services.

“Customers are benefiting from organizations that have fast access to information, as it can offer better issue resolution and provides personalized interactions,” Randall said. “UCaaS vendors moving in line with this trend will push ahead of their competitors, with SoftwareReviews’ UCaaS data quadrant reflecting the current state of this shifting marketspace. Major players in this space are all positioned as market leaders and are investing heavily in their customer experience solutions.”

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Edward Gately or connect with him on LinkedIn.

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About the Author(s)

Edward Gately

Senior News Editor, Channel Futures

As news editor, Edward Gately covers cybersecurity, new channel programs and program changes, M&A and other IT channel trends. Prior to Informa, he spent 26 years as a newspaper journalist in Texas, Louisiana and Arizona.

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