Here at Metrigy, we believe that true success is measured by the voices that matter most: customers. That’s why our annual MetriStar Top Provider Award Program is uniquely focused on determining winners based on customer sentiment ratings and real-world business success that CX, IT, and business leaders shared with us in our global buyer-side market study, Customer Experience MetriCast 2025, with 1,397 companies.
This year, we’re thrilled to designate a total of 71 MetriStar award winners across nine technology categories: agent assist, contact center as a service (CCaaS), communications platform as a service (CPaaS), customer relationship management (CRM), on-premises contact center platforms, self-service knowledge management, text AI agents, Voice of Customer (VoC), and workforce engagement management (WEM). Some earned recognition for delivering business success for their customers, others for netting top customer sentiment scores, and others for both.
To determine business success, we evaluated anywhere from three to five business success metrics for each technology, asking research participants how these metrics changed with the use of the provider they were rating. Examples of metrics studied include CSAT improvement, first call/interaction resolution, and cost per interaction. We calculated the average for each metric, and the 13 vendors that fell at or above average in at least two of three, three of four, or four of five categories, won a MetriStar Top Business Success Award.
We also asked participants to rate their providers on a 1- to 10-scale in seven or eight categories, such as AI capabilities, reliability, and technical features. We then calculated the average score across all of those categories and overall. Based on their at- or above-average overall rating, 26 vendors won a MetriStar Top Customer Sentiment Award.
Thirty-two vendors earned recognition in both categories, netting them the MetriStar Top Provider Award.
Here are the MetriStar Top Provider Award winners for 2025 (listed alphabetically by technology and vendor within each category):
- Agent assist – Amazon Web Services (AWS), Google Cloud, IBM, NiCE, Twilio
- CCaaS – Five9, Genesys, NiCE, Vonage, Zendesk, Zoom
- CPaaS – Infobip, LINK Mobility, Sinch, Tata Communications
- CRM – HubSpot
- On-premises contact center platform – Cisco, Zendesk
- Self-service knowledge management – NiCE, Upland, Zendesk, Zoho
- Text AI agents – AWS, Google Cloud, IBM
- VoC – Confirmit, NiCE, QuestionPro
- WEM – Five9, Genesys, Invision, Zoho
If you’re interested in more details, including winners on customer sentiment and business success and top scores, tune into Ep. 82 of our MetriSight podcast. Find this and other episodes on our website, our YouTube channel, as well as in podcast players.
The MetriStar Awards program is part of Metrigy’s MetriCast Service, which also includes our MetriCast study on technology adoption and providers in use; market forecast and shares across select customer experience and workplace collaboration technology categories, with quarterly updates; and MetriRank vendor ratings across select categories.
