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Hosted PBXs Customers Love: Nextiva, RingCentral

Hosted PBX

… four of 10 Customer Satisfaction Measurements. It turned in a remarkably high Net Promoter Score (NPS) regarding customer affection.

RingCentral has a number of customers with up to 100 employees. According to customers, companies with staff ranging from one employee to 100 can feel comfortable buying from RingCentral.

Larger businesses, with staff of 100 and 500 employees, are increasingly adopting RingCentral due to its ability to integrate multiple locations within one phone system. According to the Eastern Management Group’s market study Worldwide Hosted PBX Market 2018-2024, midmarket customers account for 35% and enterprises 5% of new RingCentral sales.

Support, Contact Center Experience Important

Purchasing any PBX begins a long-term commitment to a vendor. In exchange, the provider is expected to deliver a stellar cradle-to-grave customer experience. The journey is persistently tested in the Customer Satisfaction Measurements of Support and Contact Center Experience.

We recently compiled a list of 20 top UCaaS providers offering products and services via channel partners.

Of our 10 customer satisfaction measurements, Contact Center Experience and Support are the two most difficult for vendors to master. Poor scores in either have disastrous consequences reflected in the Recommend To A Friend scores.

  • Contact Center Experience is a sustained litmus test for evaluating the provider’s customer service delivery that, at times, can be pushed to punishing levels. It’s a difficult measurement in which to perform well.
  • Support is more than what occurs in the contact center. Customers say support begins with system configuration and continues to the vendor’s first bill support, ongoing billing support, overall phone support, customer-initiated online trouble ticketing and the customer portal.

Nextiva and RingCentral soared above the overall industry average in both Contact Center Experience and Support.

We think of the three Customer Satisfaction Measurements in this piece, and the seven not addressed, as vital tools for buyer decision making. The report was developed using more than 3,500 customer surveys with IT managers, Eastern Management Group’s proprietary customer satisfaction data model, data tabulation, and analysis for all the premises and hosted PBX providers.

For more information about the Eastern Management Group reports “2018 PBX Customer Satisfaction” and “Worldwide Hosted PBX Market 2018-2024”, please ask our researchers or contact John Malone directly at jmalone@easternmanagement.com.

John Malone is president and CEO of the Eastern Management Group, a communications industry research company, and the author of three book for young readers. In addition to Eastern Management, he founded two other software and database management companies. He has served on the board of directors of numerous publicly traded and private technology companies. Malone has managed thousands of the company’s research assignments for major technology businesses and service providers worldwide. He is a former executive with AT&T, where he developed the world’s first call center. He earned his bachelor’s and MBA degrees from the University of Dayton. Follow Malone on @temgworldwide or LinkedIn.

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