We are happy to share some insights about Vonage drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined
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 vendor selection process for contact center suites. We evaluated Vonage and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified Vonage as a vendor of Merit, ranking 14th in the overall research with a 53.7% performance. Vonage’s best performance came in Product Experience
Vonage’s Product Experience was impacted by its 47.0% performance in Capability, where it needs to develop a workforce management solution to compete with other players in the market. Customer Experience was impacted by its 49.5% performance in TCO/ROI, where it needs to develop documentation around its strategic value for potential customers.
Vonage performed best in Product Experience, notably in Adaptability, where its 67.1% performance was due to its decent API integrations. In addition, Vonage’s privacy and security initiatives led to its 11th ranked performance in Manageability.
In the Contact Centers Buyers Guide, our analysis classified Vonage as a vendor of Merit, ranking 16th in the overall research with a 53.4% performance. Vonage’s best performance came in Product Experience at 53.3%,
Vonage’s Product Experience was impacted by its 45.3% performance in Capability, where it could include a workforce management platform to better support the contact center.
Customer Experience was impacted by its 49.5% performance in TCO/ROI, where it could enhance the tools that prospects and customers use to evaluate TCO. Vonage performed best in Product Experience, notably in Adaptability, where its 67.1% performance was due to its strong API support for multiple applications. In addition, Vonage’s privacy and security initiatives led to its 67.3% performance in Manageability. It also performed well on questions about integration with other communications tools and back-office applications as well as the number of out-of-the-box application integrations available.
Vonage did not meet the inclusion criteria for the Agent Management Buyers Guide and thus was not included.
This assessment was based on Vonage Contact Center, v. Q2 2023 and was available in May of 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
Contact Center Suites Buyers Guide