Here's How ComputerTalk Outperformed Competitors in Customer Satisfaction!

Last month, we shared on our blog that ComputerTalk’s ice Contact Center achieved the highest level of customer satisfaction in Info-Tech research Group's SoftwareReviews. We outperformed competitors, like Genesys and Five9, both in capability and feature satisfaction, as well as in overall composite score. The question is, how are these results determined? Continue reading to find out!

ComputerTalk was compared with other contact center vendors in the market in terms of customer satisfaction. ice Contact Center led with a score of 82% in overall capability satisfaction and 86% in overall feature satisfaction. It earned a composite score of 8.8, beating Five9’s score of 8.3 and Genesys’ score of 8.2. A composite score is an average of four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend.

How is overall capability and feature satisfaction determined?

ice Contact Center scored 82% for overall capability satisfaction. These capabilities include Ease of Customization, Quality of Features, Ease of Implementation, Vendor Support, and more. Among 11 capabilities, some of the most highly rated capabilities include Vendor Support, Ease of Customization, and Ease of Implementation. To determine their satisfaction, a scale of Disappoints, Almost Satisfies, Highly Satisfies, and Delights is applied to each core vendor capability. The average score of 11 core capabilities brings ComputerTalk’s score to 82%, surpassing Genesys at 79% and Five9 at 77%.

ice Contact Center scored 86% for overall feature satisfaction. The satisfaction ratings are based on contact center features, for example, Multi-Channel Intake Integration, Screen Prompts, Workforce Management, and more. Among 11 features that were scored on satisfaction, some of our customers’ favorite features were Omnichannel, Screen Prompts, and Workforce Management. Customers rated each feature by assigning satisfaction ratings, choosing from Disappoints, Almost Satisfies, Highly Satisfies, and Delights. Based on the customer survey results, the overall feature satisfaction score stands at 86%.

If you haven't already, be sure to check out our previous blog, which noted ComputerTalk's top rankings in several other categories in InfoTech Research Group’s SoftwareReviews this year.