We are happy to share some insights about Emplifi drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined 
contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.
In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated Emplifi and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified Emplifi as a vendor of Assurance, ranking ninth in the overall research with a 65.1% performance. Emplifi’s best performance came in Customer 
Experience at 79.6%, ranking fifth, due in part to its fourth-place ranking in Validation. In Product Experience, Emplifi placed 12th at 61.9% due to low performance in Capability. Emplifi fully participated in the RFI process.
Emplifi’s Product Experience was impacted by its 54.1% performance in Capability, where it could improve its data management capabilities and its integration with back-office applications. Customer Experience was impacted by its 79.5% performance in TCO/ROI, where it could continue to showcase its value to potential customers through business cases and other ROI tools.
Emplifi performed best in Customer Experience, notably in Validation, where its 79.7% performance was due to documentation of the depth of its strategic value. In addition, Emplifi’s strong investment in excellent user experiences led to its 73.6% performance in Usability.
In the Contact Centers Buyers Guide, our analysis classified Emplifi as Exemplary, ranking eighth in the overall research with a 66.0% performance. Emplifi’s best performance came in Customer Experience at 79.6%, ranking fourth,
due in part to its third-place ranking in Validation. In Product Experience, Emplifi placed 11th at 62.6% due to low performance in Capability. Emplifi was designated a Leader in Validation.
Emplifi’s Product Experience was impacted by its 54.2% performance in Capability, where it lacks a workforce management platform and would benefit overall from one.
Customer Experience was slightly impacted by its 79.5% performance in TCO/ROI, where it could show better documentation for the ROI tools it uses for customers and prospects.
Emplifi performed best in Customer Experience, notably in Validation, where its 79.7% performance was due to its large number of resources and continuing customer commitment initiatives. In addition, Emplifi’s good user experience led to its 73.6% performance in Usability.
Emplifi did not meet the inclusion criteria for the Agent Management Buyers Guide and thus was not included.
This assessment was based on Emplifi CX Cloud, and was available in July 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
Ventana Research
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