As the largest cloud-based business apps marketplace, GetApp has released its Q3 ranking of the top cloud-based call center solutions. Vocalcom came in at a strong first, while 3CLogic and MightyCall tied for 2nd and 3rd, with security being the determining factor to help 3CLogic nab 2nd place.
Based on five data points including user reviews, software integrations, mobile app availability, social media presence, and security, the ranking is aimed at helping small and medium businesses garner an overarching first-look at some of the top cloud-based call center software providers in the business. See our short video about the ranking factors here.
This data is collected from GetApp and other third-party sources and is calculated using a unique algorithm. User reviews and software integrations are gathered from data listed on GetApp, while mobile app availability and social media presence data are pulled from the Google Play and Apple App Stores, and Facebook and Twitter, respectively. Security, a data point unique to GetRank, is collected via a security survey sent to vendors, which is based on the Cloud Security Alliance’s Self-Assessment form.
Along with the ranking, a Q3 report on trends titled Customer Success in the Cloud provides insights into some of the biggest trends in call center software, with contributions from Blair Pleasant, president and principal analyst of COMMfusion and co-found of UCStrategies.
“Call centers are generally conservative, and they don’t like making change. As much as companies talk about customer experience, it usually comes down to cost savings,” says Pleasant. This means that call center software vendors have been late to embrace the shift to the cloud, although it’s slowly becoming the norm as the pros begin to outweigh the cons. These pros include more flexibility, new models of communication, and most importantly, cost-savings.
Click through to read the entire Q3 GetRank report, Customer Success in the Cloud: Key Trends for 2015, which also features the Q3 Call Center software ranking.
More about GetApp: GetApp, a Gartner company, is the leading premium business app discovery platform on the web. Headquartered in Barcelona (Spain), GetApp serves as a platform for user-generated and editorial reviews of software and apps for businesses.
About 3CLogic
3CLogic offers a complete suite of inbound, outbound, and blended cloud-based contact center solutions based on an innovative distributed approach (Virtual Telephony Application Grid or V-TAG) that eliminates the need for legacy server-centric architecture. Providing companies with a 360-degree view of all their customer interactions, regardless of the channel chosen, 3CLogic’s solutions allow for a timely and accurate means by which to offer first call resolutions. As a true cloud software solution, hosted on AWS, it offers seamless integration with other cloud-based solutions, including CRM and WFM, while providing market-leading security, scalability, and reliability. Finally, in addition to traditional contact center features (i.e. multichannel communication, IVR, ACD, predictive dialer, etc.) 3CLogic provides a powerful reporting framework with business analytics and real-time scripting engine. For more information on 3CLogic, visit the web site at http://www.3clogic.com. www.3clogic.com.
