Industry analysts

 

“Vonage, part of Ericsson, this month has made a number of announcements around its communications and network APIs, including the planned launch of an industry-first registry service and new partnerships. The intent of the service, called Vonage Network Registry, is two-pronged: to speed developer adoption of and access to network APIs, and to enable communications services providers to more easily consume and scale use of network APIs.”

* February 2024 - Metrigy MetriNote

 

 

"Customer experience continues to be a critical, strategic driver of success for businesses today. This is creating an amplified need for agility, transparency and seamless communication across the business for organizations. By unifying both front office and back office - the convergence of UCaaS and CCaaS solutions - all employees become integral to the customer experience, making it easier to build the kind of engagement that helps businesses stand out in a crowded and competitive landscape. Providers that make this integration easy by offering a single solution and one point of contact for these services are leading the next generation of collaboration in the tech space." FROST AND SULLIVAN

* February 2024 - PR Newswire “Southern Cross Credit Union Boosts Customer Engagement with Vonage Fusion”

 

 

“Asynchronous, omnichannel conversations have proven to be the most efficient engagement model between brands and their customers. As each individual progresses from prospect, to researcher, to purchaser, this new capability from Vonage provides automation that smooths the necessary transition from isolated, asynchronous interactions to contemporaneous, two-way transactions, allowing brands to enhance efficiency and increase engagement.” OPUS

* September 2023 - PR Newswire “Vonage Introduces Conversational Commerce for Salesforce Marketing Cloud”

 

 

"Businesses today are well along in their digital transformation journeys, and the necessary next step should be to protect their investments, as well as company and customer information, from the increasing threat of cyber fraud. With the Protection Suite, Vonage is making this necessity easier to accomplish. Developers and businesses can access these solutions to protect any number of business applications via APIs and low-code/no-code interfaces." TALKINGPOINTZ

* July 2023 - PR Newswire “Vonage Protection Suite to Provide End-to-End Communications Security”

 

 

"Vonage is ahead of the pack of cloud-based solutions supporting Conversational Commerce. These conversations take place over time and employ multiple channels and culminate in a completed transaction. That requires a global network that integrates VoIP with 5G wireless, informed by Conversational AI and under the control of easy-to-use dashboards or toolkits." OPUS

* June 2023 - PR Newswire “Businesses to Deliver Omnichannel Customer Experiences with New Additions to Vonage Conversational Commerce, powered by Jumper.ai”

"Consumers today are looking for seamless, simple and sensational communications experiences within their preferred applications and channels, but creating these from the ground up is costly, time-consuming and challenging – especially for businesses that don't have large teams of developers and AI experts to rely on," said Jim Lundy, Founder and CEO, Aragon Research. "With the capabilities enabled by the AI Acceleration Suite of products across omnichannel messaging, video conferencing, and more, Vonage is up for the challenge."

*March 2023 - PR Newswire “Vonage Announces AI Acceleration Suite to Simplify and Democratize Intelligent App Development”

 

 

"The desire to keep up with consumer expectations has elevated interest in and adoption of visual engagement channels for customer experience improvement," said Beth Schultz, VP of Research and Principal Analyst for Metrigy. "Vonage's two-pronged approach to infusing visual engagements with AI capabilities such as live captions and transcriptions, background blur, and noise cancellation will advance the state of the art for companies wishing to support API-based one-to-one and multiparty video with the features consumers have come to expect using video meeting applications."

*March 2023 - PR Newswire “Vonage Delivers Better Engagement With Launch of Smart Video API Capabilities”

 

"Consumers are more connected than ever, putting higher expectations on brands to make those connections more personal and more immediate," said Dave Michels, Principal Analyst at TalkingPointz. "Vonage Proactive Connect will enable businesses to meet this growing demand for meaningful connections with the simplicity of a low-code design - even for large-scale campaigns - as well as the ability to infuse them with AI-powered interactions and two-way communications for that personal touch. These are key differentiators for Vonage that will check the critical boxes that today's digitally confident consumer is looking for when making their brand choices."

*March 2023 - PR Newswire “Vonage Proactive Connect Increases Engagement by Driving Personalized Two Way Conversations at Scale”

 

"Feature-rich online meeting services will always have a role in powering business communications and collaboration, but many businesses struggle incorporating generic meeting apps into their unique workflows. At the same time, many programmable video platforms require intense development skills and effort to build a tailored solution," said Michael Brandenburg, Senior Industry Analyst, Information & Communications Technology, Frost & Sullivan. "Vonage Meetings API, powered by its low-code/no-code tools, puts the power to create solutions that drive customer engagement directly into the hands of enterprise businesses. Vonage is empowering citizen developers to create custom, interoperable video capabilities to drive the kind of engagement consumers expect from their preferred brands today."

*March 2023 - PR Newswire “Vonage Meetings API Delivers Visual Engagement for an Enhanced Customer Journey”

“Supporting enough communications channels is no longer enough to ensure the success of omnichannel experiences. Vonage’s ability to provide value-added services, such as strong AI capabilities, CRM solutions, and payment integrations into its platform ensures depth within existing communications channels. This secures its place as an established leader in this highly competitive market.” -Elisha Sudlow-Poole, Research Analyst, Juniper Research

*January 2023 - Juniper Research Competitor Leaderboard Conversational Commerce

 

“The era of low expectations for contact center engagements is coming to an end as users are demanding enhanced, flexible, and intelligent engagement with brands across all industries. If artificial intelligence (AI) is the fuel that’s driving the modernization of the ICC, then conversational AI is the vehicle making the UX much more enjoyable. And with a full, integrated portfolio and an increasing focus on intelligence and AI, Vonage is uniquely positioned to meet the growing demand for intelligence in the contact center through the power of the Vonage Communications Platform.” -Jim Lundy, Founder & CEO, Aragon Research

*January 2023 - Aragon Research Globe™ for Conversational AI in the Intelligent Contact Center

 

The 2022 Frost Radar in the Communications Platform as a Service Market is based on an in-depth analysis by a team of industry analysts and built on a 360-degree research methodology. The Radar highlights that doubling down on innovation efforts across the VCP product portfolio will propel Vonage to remain a thought leader in this space.

"In a crowded CPaaS market, a key differentiator for Vonage is the underlying Vonage Communications Platform that delivers a full suite of communications APIs, as well as employee-facing, customer-facing, and Conversational Commerce applications that are all highly customizable, programmable, and built on a global network,” said Michael Brandenburg, Senior Industry Analyst, Frost & Sullivan. “VCP’s performance continues to exceed expectations, fueled by the high enterprise demand for CPaaS options. VCP is a bold approach and Vonage’s greatest strength, appealing most strongly to customers and enterprises seeking fully integrated services and the ability to digitally transform their businesses.”

*December 2022 - Frost & Sullivan 2022 Frost Radar in the Communications Platform as a Service Market

 

“The need for better customer experiences has caused more stakeholders to look closer at contact centers and how they help or hinder customer experience. This puts more pressure on both contact center operators and the providers to show innovation. With a full, integrated portfolio and an increasing focus on intelligence and AI, Vonage is uniquely positioned to meet the growing demand for intelligence in the contact center through the power of the Vonage Communications Platform.”

*November 2022 - Aragon Research Globe™ for the Intelligent Contact Center

 

According to Michael Brandenburg, a Frost & Sullivan Connected Work Senior Industry Analyst, “Vonage has invested significantly in technology development and acquisition to achieve the vision of a fully integrated platform that enables a virtuous cycle for the vendor and its customers and partners. As new technologies and APIs become available to developers via VCP, UCaaS and CCaaS applications deliver enhanced employee or customer experiences.”

*October 2022 - Frost & Sullivan press release, Vonage Applauded by Frost & Sullivan for Its Fully Integrated API, Unified and Contact Center Communications-as-a-service Platform, and Competitive Strategy

 

Vonage was recognized as a Leader by Aragon Research, Inc. in the Aragon Research Globe™ for Unified Communications and Collaboration, 2022.* This is the fourth consecutive year that Vonage has been named a Leader in the report. 

Jim Lundy, Founder & CEO of Aragon Research: “With the rise in the need for collaboration tools that enable teams to work from anywhere, without sacrificing customer engagement, Vonage has been uniquely positioned to meet this growing demand through the power of the Vonage Communications Platform. Omnichannel capabilities like voice, video, and messaging seamlessly integrate into applications and productivity tools — even AI. This is where the market shows a continued need and this is where Vonage truly differentiates within this space.”

*September 2022 -  Aragon Research Globe™ for Unified Communications and Collaboration, 2022

 

"Vonage Contact Center continues to exceed expectations and Vonage's focus on developing innovative solutions for reporting, analytics, visual engagement, and AI-based functionalities, positions Vonage as a technology frontrunner in the CCaaS market." - Nancy Jamison, Senior Industry Director, Frost & Sullivan

*August 2022 - Frost & Sullivan Radar for the European Contact Center as a Service (CCaaS) Market

Pamela Clark-Dickson, Principal Analyst, Advanced Messaging and Communications for Omdia, commented: “In this increasingly digital world, CPaaS capabilities have become a must for businesses across industries that want to make meaningful connections with customers and to keep those loyalties in an incredibly competitive landscape. Vonage has been ranked as a leader in the Omdia Universe because it scored highly across a range of categories for its CPaaS capabilities, including APIs, value-added services and packaged solutions, access and integration, and use cases, among others."

*May 2022- 2022 CPaaS Omdia Universe Report 

 

"Customer demand for an integrated UC&CC platform is growing as the need for integrated voice, video, and messaging is vital to allow people to work together and also to collaborate with customers," stated Jim Lundy, CEO and lead analyst, Aragon Research. "Vonage is well-positioned in the UC&C landscape to deliver an intelligent experience that gives businesses the ability to build an integrated solution." Read why Vonage is positioned as a Leader in The Aragon Research Globe™ for Unified Communications and Collaboration, 2021 

*June, 2021 - Aragon Research Globe™ for Unified Communications and Collaboration

 

“With the strength of the Vonage Communications Platform, Vonage is well positioned to provide businesses undergoing digital transformation with intelligent, reliable and scalable regional or global customer engagement solutions,” said Courtney Munroe, Vice President, Worldwide Telecommunications Research for IDC. “This is the second time Vonage has been named a Leader in the IDC MarketScape for CPaaS, which is a testament to its Communications API platform and offering, as well as its ability to innovate the ways in which its customers can leverage APIs to change the way they do business.”

*May 2021, IDC MarketScape: Worldwide Communications Platform as a Service 2021 Vendor Assessment. 

"Is video channel usage poised to explode in the contact center? All indications are that it will, as companies expand to customer service the video use cases that proved so invaluable in the last year," said Sheila McGee-Smith, contact center industry analyst. "Telehealth, distance learning, e-banking and e-commerce are just a few of the applications primed for video customer service deployment."

*April 14, 2021 - PRNewswire - Vonage Launches Visual Engagement to Enhance Agent and Customer Experience with Native Video in the Contact Center

 

“Communications Platform-as-a-Service (CPaaS) is emerging as a key enabler for organizations aiming for integrated, feature-rich business communications applications. Staying true to its roots as a technology disruptor, Vonage offers scalable platforms for developers and businesses seeking unified communications, collaboration, and contact center solutions through programmable communications application programming interfaces (APIs) in the same stack and framework,” said Sherrel Roche, Industry Principal ICT Practice, Frost & Sullivan. Roche continued, “The company is reinventing how organizations use communications solutions to collaborate and engage with their customers through the development of feature-rich APIs that seamlessly integrate with an organization’s applications, products and workflows. Leveraging a strong community of developers, partner ecosystem, technology adoption that adapts to market needs, and vertical-specific use cases have been critical to Vonage’s success in the Asia-Pacific market.”

*September 22, 2020 - Frost & Sullivan

 

"In the past 18 months, Vonage has doubled down on a strategy of developing its own applications and running them over a single platform. Vonage’s strength in this year’s scorecard comes from the work it has done to bring its three core areas—UCaaS, CPaaS, and CCaaS—together on the One Vonage Platform, which optimizes programmable communications to meet the unique requirements of individual businesses. We view this as a considerable competitive advantage for the company."

*IHS Markit "UC as a Service (UCaaS) Service Provider Scorecard: North America” by Diane Myers, May 2019

 

 

"Vonage spent 2018 making key acquisitions, including TokBox and NewVoiceMedia, so that it now offers complete, end-to-end communications solutions," said Jim Lundy, CEO and Lead Analyst, Aragon Research. "Vonage has always been known for its prowess in voice, but its complete makeover as a UCC provider means more existing customers can look to Vonage for their enhanced UCC portfolio for current and future needs."

*Aragon Research "Globe for Unified Communications and Collaboration (UCC), 2019" by Jim Lundy, April 2019

"Vonage offers a unique combination of best-of-breed unified communications, communications APIs and most recently, contact center solutions, to create an all-encompassing and extensible communications portfolio," said Michael Brandenburg, Industry Analyst, Connected Work. "While traditional UCaaS competitors strive to incorporate CPaaS into their existing solution sets, Vonage can focus on developing innovative communications and collaboration applications to enhance its existing products and services using its own communications API platform"

*Frost & Sullivan 2018 North American Competitive Strategy Innovation and Leadership Award, Michael Brandenburg, 17 April 2019

"By bringing programmable communications into its One Vonage platform, Vonage is redefining contact center and unified communications through APIs that enable organizations to customize their own applications," said Raul Castanon-Martinez, Senior Analyst for Workforce Collaboration & Communications at 451 Research. "This vision aligns with key attributes in our framework for the software-defined business communications ecosystem, including tight integration to business workflows and enablement of intelligent interactions, making its inclusion as a 451 Firestarter well deserved."

*451 Research "451 Firestarters Award Recipients for Q1 2019” by Simon Robinson et al, March 2019

"Just four years after shifting its focus to the business segment, Vonage's strategy is showing strong results. The company is set to surpass $1bn+ in annual revenue for the first time this year, with business customers accounting for nearly 60%. The company will face intense competition from other players that are also incorporating CPaaS into their product roadmaps. However, its early start as a VoIP provider and its innovative approach – with CPaaS at the heart of One Vonage – place Vonage one step ahead and in a good position to benefit from the growing relevance that programmable communications will have for customer and employee interactions."

*451 Research "One Vonage Builds Business Communications Synergies With UCaaS, CCaaS, CPaaS” by Raul Castanon-Martinez, December 2018

"The One Vonage Platform is a highly-programmable global network that delivers the core communications elements—telephony, video, and messaging—built to serve Vonage’s own user-facing UC and CC applications, facilitate business application and workflow integrations, and expose APIs to these communications elements for third-party developer consumption. Vonage faces competition in each of these individual areas, but very few providers can offer a single homogeneous platform."

*Frost & Sullivan Communications Platforms as a Service Buyer’s Guide, 2018, Michael Brandenburg, 28 November 2018

"By reaching for NewVoiceMedia, Vonage is asserting that the future of business communications requires a unified technological platform for all channels – especially voice – that connect contact centers directly to their knowledge worker peers in other departments."

*451 Research "Vonage Acquires NewVoiceMedia to Complement its UCaaS with Contact Center Services” by Keith Dawson, Raul Castanon-Martinez, September 2018

"Already a strong provider in programmable SMS, voice and IP messaging, this strategic move by Vonage builds out its portfolio of cloud communications capabilities. TokBox extends Vonage's ability to gain share in the fast growing CPaaS market with a set of interactive video APIs and a customer base that proves the value of programmable video communications"

*Mark Winther, VP Telecom Consulting

 

"The healthcare industry is experiencing significant change in federal and state regulations and standards. At the same time, these businesses are making massive investments in digital transformation to modernize and ensure the privacy and security of health information within the ways that they communicate and connect with patients and caregivers, businesses are looking to communications solutions providers to enable seamless, secure interactions. With this HITRUST certification, Vonage continues to prioritize its dedication to compliance and security for its customers."

*Elka Popova, Frost & Sullivan VP and Senior Fellow

"Vonage has been on quite a roll of late. It recently announced the release of Vonage Business Cloud; its team messaging application, Flow; and now TokBox, giving it a hat trick of needle-moving news this year alone. The Vonage led by CEO Alan Masarek, who joined the company in late 2014, has had a nice mix of acquisitions and home-grown innovation to fuel product growth, and financial results speak for themselves.

Since acquiring Nexmo, for example, Vonage has seen its stock price nearly triple.

The addition of video via TokBox should fuel another wave of growth for a company that I believe is the most undervalued of the publicly traded Cloud Communications providers."

*Zeus Karavela, Independent Analyst

"Vonage temporarily confused many industry watchers when it acquired Nexmo in June 2016. At the time, the UCaaS industry was all about providing software services or applications, not development tools.

By contrast, CPaaS offers building-blocks or tools that add pay-as-you-go communications services into applications, websites, and connected Internet of Things (IoT) devices. With the acquisition, Vonage had crossed an imaginary line into an adjacent sector.

By blurring these boundaries, Vonage emerged as a cloud-delivered communications provider that enabled its customers to build, purchase, and customize applications."

*Dave Michels, Independent Analyst

"By integrating unified communications capabilities with contextual communications embedded into website, productivity and vertical software via APIs, Vonage is positioned to drive better business outcomes for its customers.

Using cloud communications in this way can lead to accelerated decision making, enhanced employee productivity, increased speed to market, improved customer satisfaction and increased profitability for businesses.

Frost & Sullivan's independent analysis shows Vonage solutions provide compelling price/performance value with solutions tailored to large enterprises with hundreds to thousands of users as well as to small and medium business"

*Elka Popova, Frost & Sullivan VP and Senior Fellow

"The acquisition of TokBox should help Vonage solidify its position as a CPaaS provider, expanding its portfolio with support for WebRTC. This should place Vonage in a position to benefit from the expected surge in demand for real-time web communications. The deal reflects a larger consolidation trend in the space, with large vendors going after smaller emerging providers to expand their market footprint. We also expect further consolidation driven by vendors looking to expand their CPaaS offerings by targeting specialized CPaaS providers, as in the case of TokBox."

*451 Research "Vonage Doubles Down on Communications PaaS with Acquisition of TokBox” by Raul Castanon-Martinez, August 2018

"Vonage’s CPaaS offering is largely based on its acquisition of Nexmo in May 2016 and its recent acquisition of video CPaaS provider TokBox. In addition to cloud-based messaging and voice APIs, it leverages the Vonage network, direct-to-carrier connections and global reach to provide a broad portfolio of APIs that enable voice, SMS, chat and two-factor verification services. The company aims to transform itself into a next-generation business communications platform with capabilities for employee and customer engagement, enhanced with programmable communications."

*451 Research "Communications PaaS: Turning Business Communications Inside Out” by Raul Castanon-Martinez, December 2018