Cloud based business apps marketplace GetApp has released its Q1 2016 rankings of the top CRM, Customer Service, and Contact Center Software applications.
Vocalcom continued to reign as Contact Center Software leader for the 4th quarter in a row, while LiveChat overtook previous leaders Zendesk and Desk.com to come in at number one in Customer Service for the first time since the ranking lauched in April 2015. The top CRM for Q1 2016 is Insightly.
GetApp is aimed at small and medium sized business owners looking to make a first assessment of cloud based Customer Success software for their company. The ranking is based on five unique data points including user reviews, integrations, mobile app availability, media presence, and security.
Each data point is scored out of 20 for a total possible score out of 100. LiveChat scored highly for reviews in the Customer Service category with a perfect 20, while Kayako came out on top in security in the same category. Salesforce took the high scores in CRM for media presence and integrations, while Vocalcom Virtual Contact Center won over the call center crowd with their high scoring reviews and security.
"We are extremely pleased that Vocalcom Cloud Customer Success Platform has been recognized ranked #1 in the list of the Top 25 Contact Center Solutions by GetApp," said Anthony Dinis, Vocalcom CEO. "Our true cloud technology is attracting some of the world’s highest-growth businesses as we continue to drive innovation that is transforming the way they connect with their customers and prospects. Being ranked #1 in the cloud contact center software category underscores our commitment to elevating the customer experience and boosting business results."
"Customer Success software vendors in areas such as CRM, customer service, and contact center really need to up their game to be able to keep up with the industry’s heavy hitters. After four quarters of rankings, it’s obvious that mobile app availability, robust integrations, and application security are essential for any vendor wanting to compete with the leaders in these categories and deliver a solution aimed at a user’s needs," says Suzie Blaszkiewicz, researcher and project manager for GetApp.