Vonage Recognized by Metrigy MetriStar for Standout Contact Center and CPaaS Solutions

Vonage, a part of Ericsson, has been honored with two Metrigy MetriStar Awards: Top Provider for Contact Center as a Service (CCaaS) and Top Customer Sentiment for Communications Platform as a Service (CPaaS). These distinctions reflect strong customer sentiment and measurable business value delivered by Vonage’s platforms, underscoring the company’s focus on customer success and innovation across contact center and communications technologies.

Why this recognition matters

Metrigy’s MetriStar Awards are grounded in independent research, combining customer ratings with quantifiable outcomes to identify providers that elevate both experience and performance. According to the research, Vonage received above-average customer ratings across all measured categories for both CCaaS and CPaaS—earning the highest overall score for CCaaS and the second highest for CPaaS. Notably, organizations using Vonage CCaaS reported strong operational results, including first contact resolution rates surpassing 68%, signaling meaningful impact on efficiency and customer satisfaction.

Standout results with Vonage Contact Center

Vonage Contact Center (VCC) earned recognition for simplifying customer interactions and driving measurable outcomes. Customers highlighted strategic and operational benefits that help reframe the contact center from a cost center to a value center.

• AI-powered agent assist that reduces handle time and improves quality of response.
• Omni-channel integration for seamless voice, messaging, chat, and digital engagement.
• Robust analytics and reporting that surface insights to enhance both customer and agent experiences.
• Documented improvements in key metrics, including higher first contact resolution and customer satisfaction.

Vonage leadership emphasizes that customer experience is central to contact center performance. The company’s focus on intelligent tooling and connected workflows is designed to elevate agent productivity while delivering faster, more effective support for customers.

CPaaS innovation: speed, security, and scale

Vonage’s CPaaS platform empowers developers and enterprises to embed communications—voice, messaging, and video—directly into their applications and workflows. The platform also offers advanced features such as fraud protection powered by Vonage Network APIs and support for Rich Communication Services (RCS).

• Programmable communications to orchestrate customer journeys across channels.
• Enhanced security features to protect interactions and reduce fraud risk.
• Faster delivery of customer notifications, supporting timely updates and improved satisfaction.

Leadership notes that this recognition validates Vonage’s commitment to building cutting-edge capabilities that align closely with customer needs and business outcomes, from speed and reliability to developer-friendly integration.

About the MetriStar Awards

The MetriStar program recognizes technology providers that deliver superior customer experiences and measurable business improvements. Evaluations combine customer sentiment with performance metrics, assessing areas such as satisfaction, service reliability, and platform integration. Vonage’s above-average results across these categories highlight the company’s consistent execution and value creation for customers.

About Vonage

Vonage, a part of Ericsson, develops technology that empowers enterprises and equips developers to lead in the next era of digital transformation. Its AI-powered platforms and tools enable new value creation and innovative customer experiences across mobile networks and the cloud. The portfolio spans Network APIs, CPaaS, CCaaS, and UCaaS solutions, and is trusted by organizations across industries worldwide.