Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has earned a Top Customer Sentiment Award for Contact Center as a Service (CCaaS) from Metrigy, an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies. The companies overall score was tied for the highest of all providers, and the company earned the top score in both technical features and integrations with other key applications.
Metrigy’s MetriStar Award results are based solely on customer rating and insights from 1,695 CX and IT leaders on key customer engagement technology categories in Metrigy’s Customer Experience MetriCast 2023 global research study. Using a 1-to-4 scale, research participants rated 27 CCaaS providers on a variety of key performance indicators.
Vonage earned Top Customer Sentiment accolades by receiving at or above average scores from customers in every category, including technical features, response time to problems or questions, reliability of the platform, value, integrations with other key applications, analytics capabilities, artificial intelligence capabilities and security capabilities.
Robin Gareiss, Metrigy’s CEO & Principal Analyst, stated, “The MetriStar Awards are significant because they come solely and directly from customers’ experience with their providers. Vonage tied for the top overall score among 27 providers rated in the highly competitive CCaaS category. This says something powerful about how Vonage serves its CCaaS customers.” Additionally, she emphasized on the high scores Vonage received for technical features and application integration, largely because of the microservices architecture behind the Vonage Communications Platform, which enables Vonage to move quickly on new features and integrate its CCaaS with its CPaaS and UCaaS platforms.
Key differentiators of Vonage Contact Center include visual engagement features, powerful integrations with various CRMs, and the ability to augment its AI capabilities using AI Studio, a low code/no code tool to design, create and deploy customer engagement solutions that operate in natural language using artificial intelligence across channels such as voice, SMS, and messaging apps like WhatsApp.