We are happy to share some insights about Zoho drawn from our latest market research, Ventana Research Buyers Guide: Digital Communications, which assesses how well providers’ offerings meet buyers’ requirements.
We recently published four Ventana Research Digital Communications Buyers Guides, an assessment of technology providers and products that provide individual and combined 
Digital Communications, basic suite, platform and premium suite support. At Ventana Research, we continue to believe that, for most use-cases, there is a clear choice for digital communications for any use in your enterprise. We developed four technology assessments and buyers guides to focus on overall Digital Communications requirements as well as specific basic suite, platform and premium suite 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 provider selection process for digital communications. We evaluated Zoho in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the provider (TCO/ROI and provider validation).
In the Digital Communications Basic Suite Buyers Guide, our analysis classified Zoho as Exemplary, receiving an overall grade of A with an 89.9% performance. Zoho’s best grouped
results came in Product Experience at 90.1% performance and an A grade due in part to its A+ in Usability. In Customer Experience, Zoho received an A grade with an 89.2% performance due to its 92.7% performance in Validation. Zoho was designated a Leader in nine of the 10 possible categories including, Overall, Product Experience, Customer Experience, Adaptability, Manageability, Reliability, Usability, TCO/ ROI and Validation.
Zoho’s A grade in Product Experience was impacted by its A- in Capability, where it could provide more evidence of administration capabilities in terms of subscription and billing. Customer Experience was impacted by its A- in TCO/ROI, where it is recommended to provide more comprehensive tools to its prospective buyers for evaluating TCO.
Zoho performed best in Product Experience with an A grade, notably receiving an A+ in Usability due to its extensive support to accessibility, integrating intelligent tools in the platform and a seamless user experience fitting every role and task. In Adaptability, the configuration options and available APIs are noteworthy in this category. Zoho’s operating resources are strong, and its commitment to Customer Experience was very high, leading to an A in Validation.
In the Digital Communications Premium Suite Buyers Guide, our analysis classified Zoho as Exemplary, receiving an overall grade of A- with an 85.4% performance. Zoho’s best grouped
results came in Product Experience with an 84.8% performance and an A- grade due in part to its A+ in Usability. In Customer Experience, Zoho received an A grade with an 89.2% performance due to its 92.7% performance in Validation. Zoho was designated a Leader in six of the seven possible categories, including Adaptability, Manageability, Reliability, Usability, TCO/ ROI and Validation, in addition to being a Leader in Customer Experience.
Zoho’s A- grade in Product Experience was impacted by its B++ in Capability, where it could provide more evidence of support in areas such as meetings, plan, phone, training and compliance. Customer Experience was impacted by its A- in TCO/ROI, where we recommend Zoho provide more comprehensive tools for evaluating TCO to its prospective buyers.
Zoho performed best in Product Experience with an A- grade, notably in Usability, receiving an A+ due to its extensive support of accessibility, integrating intelligent tools in the platform and providing a seamless user experience fitting all roles and tasks. It was the top=performing provider in Adaptability due to its available configuration options, APIs for integration with enterprise software and investment priorities to make a more prudent digital communications platform. In Customer Experience, Zoho’s operating resources are strong and its commitment to CX stands very high, both of which contributed to its A in Validation.
Zoho did not meet the inclusion criteria for the Digital Communications Overall and Digital Communications Platform Buyers Guides and thus was not included.
This assessment was based on Zoho One, Zoho Workspace, Zoho Cliq and Zoho Meeting, v. March 2024 and was available in March of 2024.
This research-based guide is the most comprehensive assessment of the value of digital communications software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included software providers that wish to learn more can click here. Click below to read the individual reports:
Digital Communications Overall
Digital Communications Basic Suite
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