Of all the accolades a vendor might receive, customer recognition is what should matter most. That’s why Metrigy uses customer sentiment ratings and business success as the criteria in determining winners of its annual MetriStar Top Provider Award programs.
For customer engagement, we’ve named 51 Top Provider Award winners across 12 customer experience (CX) categories, from artificial intelligence (AI) bots to workforce optimization (WFO). These awards go to companies that receive at- or above-average customer sentiment ratings and whose customers have achieved high business success using the designated technology. We also recognized 61 winners for achieving at- or above-average ratings in one or the other of these categories, but not both.
For this year’s CX MetriStars:
- We collected the customer sentiment ratings and business success metrics in our global buy-side Customer Experience MetriCast 2024 market forecast study with nearly 1,600 companies.
- For customer sentiment analysis, study participants rated their 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. Providers that received an overall rating that met or sat above average got the nod for Top Customer Sentiment in that technology category.
- For 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. We then calculated the average of each providers’ customers that were at or better than average for each area. Those providers with at least an average percentage of their customers with successful metrics achieved Top Business Success.
- Companies that received Top Customer Sentiment and Top Business Success in a technology received a Top Provider Award—and several companies earned this designation for one or more technologies.
As announced in late April, here are the Top Provider Award winners for the 12 technology categories assessed in this year’s MetriStar program (listed alphabetically by technology and vendor within each category):
- Agent Assist Application – Cisco, Google Cloud, NICE
- AI Bots – Aisera, AWS, Microsoft, Openstream.ai, Verint
- AI Development Platform – AWS, Google, IBM, OpenAI
- Communications Platform-as-a-Service Platform – 8×8, AWS, Infobip, LINK Mobility, MessageBird, Twilio, Vonage
- Contact Center-as-a-Service Platform – Alvaria, Cisco, Five9, NICE
- Customer Relationship Management Platform – AgileCRM, HubSpot, Microsoft, Salesforce
- On-Prem Contact Center Platform – Avaya, Genesys, NICE
- 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
- WFO Suite – Cisco, Invision, NICE, Talkdesk, Twilio
- Workflow Automation Tool – Genesys, Monday, NICE
If you’re interested in more details, including winners on customer sentiment and business success and top scores, tune into our CX MetriStar episode on our MetriSight podcast, available on our website, on 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.
