Metrigy Announces 2023 Customer Experience MetriStar Award Winners
Customer Sentiment and Business Success Define Award Program
March 14, 2023 – Research and advisory firm Metrigy announced winners of its 2023 Customer Experience MetriStar program in 14 key technology areas driving successful customer interactions. Technology and CX leaders provided 276 ratings across 14 categories of CX technologies, resulting in 59 MetriStar Top Provider Awards.
The results are based solely on insights from 1,695 CX and IT leaders on key customer engagement technology categories in Metrigy’s Customer Experience MetriCast 2023 global research study. The value of the MetriStar Award 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.
“The MetriStar winners are the companies that should be on your short list for vendor selection,” says Robin Gareiss, Metrigy CEO and Principal Analyst. “These providers already have demonstrated stellar performance with their customers, and they delivered real, measurable business results through the use of their products and services.”
Metrigy’s MetriStar reports cover the following customer experience technology areas:
- Agent Assist
- Contact Center Management
- Conversational AI
- Fraud Prevention
- Marketing Automation
- On-Prem Contact Center
- Visual Engagement
- Voice of the Customer
- Workflow Automation
- Workforce Optimization
Each report features three recognitions: MetriStar Top Provider, Top Customer Business Success, and Top Customer Sentiment. The descriptions of each recognition are as follows:
MetriStar Top Provider – Recognizes technology providers whose customers achieved high business success and above-average customer sentiment ratings
Top Customer Business Success – Highlights providers with above-average percentage of customers achieving business success
Top Customer Sentiment – Highlights providers with above-average customer sentiment scores
Customer Sentiment analysis: Using a 1-to-4 scale, research participants rate providers on a variety of key performance indicators, including technical features, response time to problems or questions, reliability, security, voice and video quality, value, innovation, and more. Those with a higher-than-average overall mean score have achieved “Top Customer Sentiment.”
Business Success analysis: Study participants provide data on before-and-after changes in business metrics (such as revenue, cost, employee turnover, and employee productivity) resulting from the specified technology initiatives. Metrigy places companies whose success metrics are greater than or equal to the mean in at least 50% of their categories into the “Top Business Success” group.
Those providers that are top in both of the metrics are awarded a MetriStar Top Provider Award. For more details, please see our webinar announcing the results.
This year’s MetriStar Top Provider winners (in alphabetical order) are the following:
- Agent Assist – 8×8, AWS, Mitel, NICE, RingCentral
- CCaaS – 8×8, AWS, Cisco, Five9, NICE
- Contact Center Management – Akixi, AudioCodes, Kurmi, Nectar
- Conversational AI – 8×8, Artificial Solutions, Google
- CPaaS – AWS, Bandwidth, NUSO
- CRM – Adobe, Greenlight, Microsoft, Salesforce
- Fraud Prevention – AudioCodes, Avoxi, Pindrop, Ribbon
- Marketing Automation – ActiveCampaign, Constant Contact, Customer.io, HubSpot, Salesforce
- On-Prem Contact Center – Enghouse, Genesys, Zendesk
- Self-Service – Bloomfire, Guru, NICE, Sabio, Verint
- Visual Engagement – Adobe, Glance, Google, Oracle, Zoom
- Voice of the Customer – Forsta, InMoment, Medallia, NICE, QuestionPro, SMG, Verint
- Workflow Automation – Cisco, Dialpad, NICE
- Workforce Optimization – Alvaria, NICE, Verint
These reports help companies choose the best provider for each respective category and they are available for purchase on our website at www.metrigy.com.
Ellyn Waleski, Director of Marketing