Broadvoice Earns Industry-Leading Net Promoter Score for Customer Loyalty

Broadvoice’s CCaaS Platform, GoContact, Rates 50% Higher than SaaS Average

Broadvoice, a leading global customer experience technology provider, announced that its CCaaS solutions, which includes the GoContact platform, received a Net Promoter Score (NPS) of 60 from its customers.

NPS measures the likelihood of a customer recommending a company, product or service and is a key metric for measuring customer satisfaction. A score of above 50 demonstrates “Excellent” customer loyalty. The average score in the SaaS sector, including CCaaS, is 40.

“Differentiating ourselves through a stellar customer experience is how we broke into the business,” said Jim Murphy, Chief Executive Officer at Broadvoice. “But now that we are in the business of providing customer experience software to our customers, this is really validation that CX drives success.”

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GoContact is Broadvoice’s breakthrough cloud-native contact center that combines advances in computing—the cloud, containers, microservices, AI, Advanced Analytics and more—into an affordable and agile omnichannel solution. It delivers the personalized and optimized experiences customers expect by unifying interactions into a single solution and providing access to omnichannel data and analytics to optimize customer and agent satisfaction.

Controlling the customer journey and experience is critical for businesses today. However, stitching together a solution through a myriad of vendors is beyond the capabilities of most mid-market businesses. Unique among its competitors, Broadvoice provides an out-of-the-box solution with a suite of products, including UCaaS, CCaaS, Data Analytics and AI, that easily integrates with most systems used today.

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Along with the high NPS score, Broadvoice’s latest customer satisfaction rating (CSAT) is 93%, 20 points above the industry average. Its Customer Orientation and Customer Success scores are 100%.

“You’re only as good as your customers say you are,” said Murphy. “Our high NPS score is a testament to our unwavering commitment to their success with our portfolio of AI-powered solutions and unparalleled support.”

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Source – Businesswire