Customer Sentiment and Business Success Define Award Program
April 24, 2024 – Research and advisory firm Metrigy announced winners of its 2024 Customer Experience MetriStar program in 12 key technology areas that drive successful customer interactions.
CX, IT, and business leaders rated their vendors’ performance and provided associated business success across the CX technologies, resulting in 51 MetriStar Top Provider Awards.
Metrigy determines these results based solely on insights from 1,566 CX, IT, and business leaders with decision-making, operational, and/or procurement responsibilities for specific technologies in our Customer Experience MetriCast 2024 global research study. The MetriStar Award’s value is that it is based on customer ratings of providers, as well as quantitative metrics correlating the use of a vendor’s products and services with measurable business success.
“MetriStar winners have performed where it matters—with their customers,” says Robin Gareiss, Metrigy CEO and principal analyst. “Metrigy conducts extensive, primary research to determine customer satisfaction, as well as business success derived from using select vendors. We gather and scrutinize customer feedback to ensure the best possible data set.”
Metrigy’s MetriStar reports cover the following CX technology areas:
- Contact center-as-a-service (CCaaS) platforms
- On-premises contact center platforms
- AI development platforms
- AI bots
- Communications platform-as-a-service (CPaaS) platforms
- Workforce optimization (WFO) suites
- Self-service knowledge management platforms
- Visual engagement applications
- Voice of the customer (VoC) platforms
- Workflow automation tools
- Customer relationship management (CRM) platforms
- Agent assist applications
Each report features three recognitions, as follows:
- MetriStar Top Provider – Recognizes technology providers whose customers achieved high business success and that received at or above-average customer sentiment ratings
- Top Business Success – Highlights providers whose percentage of customers achieving business success is at or above average
- Top Customer Sentiment – Highlights providers whose customer sentiment scores are at or above average
Customer sentiment analysis: Using a 1-to-10 scale, research participants rate providers on a variety of key performance indicators, including technical features, response time to problems or questions, reliability, security, AI capabilities, value, innovation, and more. Those with an overall mean score that is at or above average achieved “Top Customer Sentiment.”
Business success analysis: Study participants provide data on changes to their business metrics, such as revenue, average handle time, agent attrition, and customer satisfaction, among others, resulting from the specified technology initiatives. Metrigy then calculates the average of each providers’ customers that were at or better than average for each area. Vendors with at- or higher-than-average percentage of their customers with successful metrics achieved “Top Business Success.”
Those providers that are top in both of the metrics are awarded a MetriStar Top Provider Award. For more details, please see our MetriSight podcast announcing the results.
This year’s MetriStar Top Provider winners (in alphabetical order) are as follows:
- CCaaS Platform – Alvaria, Cisco, Five9, NICE
- On-Prem Contact Center Platform – Avaya, Genesys, NICE
- AI Development Platform – AWS, Google, IBM, OpenAI
- AI Bots – Aisera, AWS, Microsoft, Openstream.ai, Verint
- CPaaS Platform – 8×8, AWS, Infobip, LINK Mobility, MessageBird, Twilio, Vonage
- WFO Suite – Cisco, Invision, NICE, Talkdesk, Twilio
- Self-Service Knowledge Management Platform – Bloomfire, NICE, Salesforce, Verint
- Visual Engagement Application – Adobe, Cisco, Genesys, Oracle, Zoom
- Voice of the Customer Platform – NICE, QuestionPro, SMG, Verint
- Workflow Automation Tool – Genesys, Monday, NICE
- CRM Platform – AgileCRM, HubSpot, Microsoft, Salesforce
- Agent Assist Application – Cisco, Google Cloud, NICE
Another 61 vendors won awards for either customer sentiment or business success.
Metrigy’s MetriStar Top Provider reports help companies choose the best provider for each respective category. Metrigy clients have access to the reports, and they are available for purchase on our website at www.metrigy.com.
