Emotional Footprint Awards 2022
Communications Platform as a Service
SoftwareReviews names Avaya OneCloud CPaaS, Bandwidth, Infobip, and EnableX Communication APIs as Communications Platform as a Service Emotional Footprint Award Winners.
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Communications Platform as a Service
Emotional Footprint Awards
SoftwareReviews Emotional Footprint Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Using our Emotional Footprint methodology, we aggregate emotional footprint scores across 26 dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
Emotional Footprint Awards are proudly founded in 100% user review data and are free of traditional “magical” components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.
Read The In-Depth Report
See how each vendor stacks up across each of the 26 dimensions and our thorough evaluation of vendor capabilities, product features, and overall satisfaction.
30+ pages
Measuring Emotional Footprint
Emotional Footprint is scored using our “Net Emotional Footprint” Index. This index tracks responses across 26 dimensions of emotional footprint that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. Then, the following calculation is done across this index:
% of Positive Reviews - % of Negative Reviews
For clarity, the total percentage of positive, neutral, and negative ratings is shown for each vendor as well.
Emotional Footprint Leaders
Avaya
Avaya OneCloud CPaaS
With Avaya OneCloud CPaaS, you simplify and speed up your business processes by easily integrating powerful AI capabilities and data-driven automation into your enterprise’s workflows—without having to rip out your existing infrastructure. Leverage text messages, videos, calls, emails, chatbots, and live chat to deliver in-the-moment, personalized experiences.
9.5
CX Score
CX
Score
+99
Net Emotional Footprint
Net Emotional
Footprint
90
Value Index
VALUE INDEX
EnableX
EnableX Communication APIs
EnableX is Asia’s leading Cloud Communications solution provider offering fast and reliable full-stack communications APIs and SDKs to build an engaging in-app experience. Powered with WebRTC, it allows businesses to integrate Video, Voice, Chat and SMS capability right into the app and site.
9.3
CX Score
CX
Score
+98
Net Emotional Footprint
Net Emotional
Footprint
87
Value Index
VALUE INDEX
Bandwidth
Bandwidth
Cloud-ready voice, messaging, and 911 built for the enterprise. Bandwidth is the only API platform provider that owns a Tier 1 network, giving you better quality, rates, and control.
9.0
CX Score
CX
Score
+92
Net Emotional Footprint
Net Emotional
Footprint
87
Value Index
VALUE INDEX
Infobip
Infobip
Infobip is a global leader in omnichannel communication. Our programmable communications platform delivers a suite of tools for advanced customer engagement and support, plus security and authentication.
8.9
CX Score
CX
Score
+93
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
Other Evaluated Vendors
Alcatel-Lucent Enterprise
Rainbow CPaaS by Alcatel-Lucent Enterprise
Rainbow CPaaS solution offers an interoperable eco-system across channels to make your employees more productive and your customers feel nurtured. It bridges communications between humans, objects and processes enabling faster, easier, and more secure digital engagement for your business.
8.9
CX Score
CX
Score
+95
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
RingCentral, Inc
RingCentral APIs
RingCentral's APIs enable businesses of all sizes to take their communications to the cloud. With a suite of powerful APIs for voice, SMS/ MMS, team messaging, video, fax, data, and configuration - you have the power to completely revolutionize the way your business communicates.
8.9
CX Score
CX
Score
+94
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
Plivo
Plivo
Plivo is a leading cloud communication platform that offers a simple, fast, and scalable way for companies to modernize their business communications. Companies of all types use Plivo’s API’s and SDK’s to quickly integrate voice and SMS capabilities into their applications.
8.9
CX Score
CX
Score
+89
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
Amazon.com
Amazon Connect
Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost.
8.7
CX Score
CX
Score
+88
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
Twilio
Twilio Customer Engagement
Streamline your communication capabilities with Twilio's advanced suite of APIs
8.4
CX Score
CX
Score
+84
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
Telnyx
Telnyx
Telnyx is a next-gen communications and connectivity platform that offers carrier-grade services on a private, global IP network. Telnyx's simple Mission Control portal and API mean you can integrate voice, messaging, fax, wireless, video, and more into your applications with ease. Every Telnyx customer has access to 24/7 in-house engineering support, as well as complimentary services like configuration management, enterprise-level security, and fraud detection.
8.1
CX Score
CX
Score
+79
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
IntelePeer
IntelePeer Communication API Platform
Omni-channel communications integrated seamlessly into your customer experience and business workflows for a complete business communications solution.
8.1
CX Score
CX
Score
+82
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
Vonage
Vonage APIs
Vonage APIs (formerly Nexmo and TokBox) help growing startups and agile enterprises enhance customer experience and realize new business outcomes at scale. With the most comprehensive suite of communication channels, a global platform, and expert support, you can abstract the complexity of communications and innovate faster.
7.2
CX Score
CX
Score
+63
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
For the full press release, click here. For the full list of vendors in this space, click here.
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