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Nextiva   

197
Simplifying Business Communication
Nextiva is transforming the way businesses communicate. Nextiva is a communications platform providing businesses with big-business phone features at a small-business price and it offers offers ease of use, manageability, scalability, reliability and enterprise-class functionality. Read more about Nextiva
Simplifying Business Communication
Nextiva is transforming the way businesses communicate. Nextiva is a communications platform providing businesses with big-business phone features at a small-business price and it offers offers ease of use, manageability, scalability, reliability and enterprise-class functionality. Read more about Nextiva

LiveAgent   

679
Great customer service starts with better help desk software
Great customer service starts with better IM & Chat software! Read more about LiveAgent

Genesys PureCloud   

74
Mobile optimized cloud call center with multichannel routing
Genesys PureCoud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation. Read more about Genesys PureCloud
Mobile optimized cloud call center with multichannel routing
Genesys PureCoud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation. Read more about Genesys PureCloud

HelpCrunch   

69
Live chat, email automation & helpdesk for support and sales
HelpCrunch is a web & mobile customer communication platform that combines a modern live chat, email automation, and a simple help desk in one solution. Read more about HelpCrunch
Live chat, email automation & helpdesk for support and sales
HelpCrunch is a web & mobile customer communication platform that combines a modern live chat, email automation, and a simple help desk in one solution. Read more about HelpCrunch

Glip  

154
Conversation platform for team collaboration & productivity
Glip is a cloud-based conversation platform designed for teams to plan, share, and organize work tasks. Text and video chat features facilitate communication between team members whilst file sharing and collaborative task management encourage efficiency and productivity within teams. Read more about Glip
Conversation platform for team collaboration & productivity
Glip is a cloud-based conversation platform designed for teams to plan, share, and organize work tasks. Text and video chat features facilitate communication between team members whilst file sharing and collaborative task management encourage efficiency and productivity within teams. Read more about Glip

Beekeeper  

57
A mobile-first communication app for non-desktop employees
Peer to peer secure chat messenger. Work better together with secure and organized communication channels to message any employee in real time. Read more about Beekeeper
A mobile-first communication app for non-desktop employees
Peer to peer secure chat messenger. Work better together with secure and organized communication channels to message any employee in real time. Read more about Beekeeper

Intercom  

545
Customer messaging platform for sales, marketing and support
Intercom is a customer communication platform with a suite of integrated products for every team, including sales, marketing, product, and support. Intercom products enable targeted communication and engagement with leads and customers via website, inside web and mobile apps, and by email… Read more about Intercom
Customer messaging platform for sales, marketing and support
Intercom is a customer communication platform with a suite of integrated products for every team, including sales, marketing, product, and support. Intercom products enable targeted communication and engagement with leads and customers via website, inside web and mobile apps, and by email… Read more about Intercom

Telegram  

354
Cloud-based mobile and desktop messaging app for all devices
Telegram Messenger is a cloud-based mobile and desktop messaging platform supported by native apps on most popular operating systems and devices, allowing users or user groups to connect and conduct voice calls, send messages, multimedia and files of all types across an end-to-end encrypted service… Read more about Telegram
Cloud-based mobile and desktop messaging app for all devices
Telegram Messenger is a cloud-based mobile and desktop messaging platform supported by native apps on most popular operating systems and devices, allowing users or user groups to connect and conduct voice calls, send messages, multimedia and files of all types across an end-to-end encrypted service… Read more about Telegram

Pure Chat  

284
Live chat software for SMBs
Pure Chat is a live chat software which provides users with unlimited operators, unlimited chats, full transcript history & complete widget customization. Read more about Pure Chat
Live chat software for SMBs
Pure Chat is a live chat software which provides users with unlimited operators, unlimited chats, full transcript history & complete widget customization. Read more about Pure Chat

Taskworld  

206
Collaborative project management with built-in chat
Taskworld is a cloud-based project and task management application which combines visual task boards, private & group messaging, project analytics, and more. Read more about Taskworld
Collaborative project management with built-in chat
Taskworld is a cloud-based project and task management application which combines visual task boards, private & group messaging, project analytics, and more. Read more about Taskworld

Zingle  

107
Text messaging for customer service & team collaboration
Zingle is an SMS messaging solution which enables communication between businesses & their customers via text, with multi-channel messaging, automations & more. Read more about Zingle
Text messaging for customer service & team collaboration
Zingle is an SMS messaging solution which enables communication between businesses & their customers via text, with multi-channel messaging, automations & more. Read more about Zingle

Crisp  

45
All-in-one multi-channel solution for customer messaging
Instant Messaging & chat are absolutely necessary for modern companies that want to offer conversational experiences to their customers. With Crisp, build automated instant messaging while offering a human touch to your customer relationship. Read more about Crisp
All-in-one multi-channel solution for customer messaging
Instant Messaging & chat are absolutely necessary for modern companies that want to offer conversational experiences to their customers. With Crisp, build automated instant messaging while offering a human touch to your customer relationship. Read more about Crisp

Jive  

38
Commmunication & collaboration solutions for your business
Jive's industry-leading interactive intranet provides the gateway to an organization's most important assets – its knowledge and people. Read more about Jive
Commmunication & collaboration solutions for your business
Jive's industry-leading interactive intranet provides the gateway to an organization's most important assets – its knowledge and people. Read more about Jive

Jumplead  

10
Online lead generation & marketing automation
Jumplead is an online sales lead generation, lead management and marketing automation system that generates targeted leads from an existing website in real time. Read more about Jumplead
Online lead generation & marketing automation
Jumplead is an online sales lead generation, lead management and marketing automation system that generates targeted leads from an existing website in real time. Read more about Jumplead

IVCbox  

7
Customer communication tool with live chat & video calls
Live chat and chatbot features enable your agents to answer inquires in any case. Whether they are online or offline. Read more about IVCbox
Customer communication tool with live chat & video calls
Live chat and chatbot features enable your agents to answer inquires in any case. Whether they are online or offline. Read more about IVCbox

MiCollab  

14
Mobile-first enterprise collaboration tool
MiCollab is an online collaboration tool that enables businesses to connect and communicate across blended environments with voice, video, messaging, and more. Read more about MiCollab
Mobile-first enterprise collaboration tool
MiCollab is an online collaboration tool that enables businesses to connect and communicate across blended environments with voice, video, messaging, and more. Read more about MiCollab

Comapi  

1
Communications platform as a service (CPaaS)
Comapi is a cloud-based omnichannel communications solution which allows users to send, receive, and reply to emails, text messages, web chats, Twitter and Facebook messages, in-app messages, and more. Read more about Comapi
Communications platform as a service (CPaaS)
Comapi is a cloud-based omnichannel communications solution which allows users to send, receive, and reply to emails, text messages, web chats, Twitter and Facebook messages, in-app messages, and more. Read more about Comapi
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Instant Messaging & Chat Category Leaders Q1 2019

GetApp's quarterly ranking showcases the leading 10-15 Instant Messaging & Chat apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, functionality, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about inclusion criteria and scoring.

Score
ReviewsIntegrationsMobileFunctionalitySecurity
75
75
Reviews 20/20
Integrations 20/20
Mobile 15/20
Functionality 20/20
Security -/20
62
62
Reviews 9/20
Integrations 10/20
Mobile 15/20
Functionality 13/20
Security 15/20
60
60
Reviews 18/20
Integrations 8/20
Mobile 15/20
Functionality 19/20
Security -/20
59
59
Reviews 9/20
Integrations 8/20
Mobile 13/20
Functionality 13/20
Security 16/20
59
59
Reviews 18/20
Integrations 8/20
Mobile 16/20
Functionality 17/20
Security -/20
50
50
Reviews 11/20
Integrations 10/20
Mobile 14/20
Functionality 15/20
Security -/20
49
49
Reviews 11/20
Integrations 10/20
Mobile 13/20
Functionality 15/20
Security -/20
48
48
Reviews 13/20
Integrations 6/20
Mobile 16/20
Functionality 13/20
Security -/20
42
42
Reviews 12/20
Integrations 2/20
Mobile 14/20
Functionality 14/20
Security -/20
42
42
Reviews 10/20
Integrations 2/20
Mobile 18/20
Functionality 12/20
Security -/20
42
42
Reviews 10/20
Integrations 5/20
Mobile 14/20
Functionality 13/20
Security -/20
40
40
Reviews 9/20
Integrations 3/20
Mobile 14/20
Functionality 14/20
Security -/20
40
40
Reviews 9/20
Integrations 4/20
Mobile 13/20
Functionality 14/20
Security -/20
40
40
Reviews 8/20
Integrations 4/20
Mobile 15/20
Functionality 13/20
Security -/20
38
38
Reviews 11/20
Integrations 2/20
Mobile 13/20
Functionality 12/20
Security -/20

Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews *

Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.

Integrations

Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms *

Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.

Security

Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.

* All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.