Vonage on CX Today
100 stories · 18 in 2026 · 6 in the last 90 days · 11 sponsored
CX Today coverage mentioning Vonage, newest first. Sponsored work is identified clearly on each story.
What AI Needs to Actually Be Useful in a Contact Center
Contact center AI is only as useful as the environment it works inside. That may sound obvious, but it is where many AI projects start to fail. Leaders inves...
Rob Wilkinson · 7 min read · 20 Aug 2026
The CRM Trap: Why Most Contact Centers Are Paying for Integrations That Don't Actually Work
Many contact centers have CRM integrations that technically work, but still fail the people who use them every day. That distinction matters because agents a...
Rob Wilkinson · 5 min read · 13 Aug 2026
Inside Intelligent Workspace: How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage , about how intelligent workspaces are reshaping the agent experience...
Rob Wilkinson · 1 min read · 6 Aug 2026
Ericsson Appoints New Vonage CEO to Accelerate Its Turnaround
Ericsson has named Christophe Van de Weyer as Vonage CEO, tasking the former API leader with accelerating CPaaS and network API growth.
Rhys Fisher · 3 min read · 23 Jul 2026
Vonage On Bridging ITSM And CSM In ServiceNow Without Losing Context
Enterprises already run mature ITSM processes. Many also run customer-facing service operations with different priorities and tools. The trouble starts when ...
Rob Wilkinson · 4 min read · 16 Jul 2026
Vonage Integration with ServiceNow Addresses the "Two-Desktop" Challenge
Service leaders already know the pattern. A call comes in and an agent starts hunting. They jump between the telephony desktop, ServiceNow, and whatever syst...
Rob Wilkinson · 4 min read · 8 Jul 2026
From Conversation to Case Action: Automating ServiceNow Workflows from Live Voice with Vonage
Rob Wilkinson speaks with Jonathan Kershaw, Director of Product Management at Vonage , about how live voice can bring real-time voice transcription and con...
Rob Wilkinson · 1 min read · 16 Jun 2026
Vonage AI Agents Show Why CX Automation Is Getting More Industry-Specific
Vonage’s vertical AI agents show CX automation moving beyond generic bots toward industry-specific workflows.
Alex Cole · 6 min read · 11 Jun 2026
Why Vonage Is Moving Beyond Generic AI for CX With Industry-Specific AI Agents
Vonage's vertical AI strategy aims to reduce deployment complexity while improving CX outcomes and service consistency.
Francesca Roche · 5 min read · 4 Jun 2026
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2026: The Rundown
Twilio and Infobip lead Gartner's 2026 Magic Quadrant for CPaaS, with Vonage returning to the Leaders quadrant and 3 vendors debuting
Rhys Fisher · 9 min read · 29 May 2026
Big CX News from Vonage, Claude, Fin (Intercom) & Cisco
The latest news and insights from the world of CX and customer service, including: Vonage, Claude, Fin (Intercom), and Cisco
Rhys Fisher · 4 min read · 15 May 2026
Vonage's 36-Hour SMS Outage Exposes a Single Point of Failure
A data center fire knocked Vonage's SMS infrastructure offline for 36 hours. We break down what happened and how enterprises should respond.
Rhys Fisher · 3 min read · 11 May 2026
Agentforce Contact Center and the New Battle Line: Where Should CX Live?
Salesforce Agentforce Contact Center splits analysts and vendors. Here’s what CRM-native CCaaS means for CX leaders weighing consolidation vs flexibility.
Rob Wilkinson · 6 min read · 30 Mar 2026
Big CX News from Salesforce, Vonage, ServiceNow, Oracle & Genesys
The latest CX News stories from the biggest vendors in the space, including Salesforce, Vonage, ServiceNow, Oracle & Genesys
Rhys Fisher · 4 min read · 27 Mar 2026
Vonage Targets Agent Productivity with Deep ServiceNow Voice Integration
Vonage's native ServiceNow integration embeds real-time voice and AI into CSM and ITSM workflows to boost agent productivity and CX.
Rhys Fisher · 4 min read · 24 Mar 2026
AI Receptionists Are Becoming Digital Labor (and the ROI Is Getting Real)
AI receptionists automate calls and appointments, reduce missed opportunities and deliver ROI for businesses, but are audiences noticing?
Francesca Roche · 5 min read · 18 Feb 2026
How Contact Center Vendors Differ on Cloud, AI and Architecture
Understanding today’s contact center vendors takes more than comparing features. Instead, the modern CCaaS market is shaped by very different approaches to c...
Alex Cole · 6 min read · 15 Feb 2026
Vonage Brings Omnichannel Capabilities into Salesforce Agentforce Marketing
Vonage launches Conversations for Agentforce Marketing, integrating two-way messaging directly into Salesforce marketing workflows.
Francesca Roche · 6 min read · 15 Jan 2026
Salesforce and Vonage Bring AI Voice Power to the Contact Center
Salesforce and Vonage launch a unified AI voice solution that boosts efficiency, reduces friction, and enhances customer engagement across every workflow.
Rhys Fisher · 5 min read · 19 Dec 2025Your Measurement Strategy is Missing the Real ROI of Workflow Automation
Are you really getting a clear look at the ROI of workflow automation? Here's what you need to be measuring.
Rebekah Carter · 8 min read · 11 Nov 2025
Vonage Launches Fraud Detection Tool for Salesforce Amid Spike of Attacks
Vonage has launched a security solution, native to its CCaaS platform, that supports human and AI agents in combating rising contact center attacks. The Vona...
Francesca Roche · 3 min read · 13 Oct 2025
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2025: The Rundown
The Magic Quadrant for CCaaS is back, and once again, NiCE and Genesys lead the way. AWS, Five9, and Talkdesk join them in the Leader square, with the latter...
Charlie Mitchell · 10 min read · 10 Sept 2025
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2025: The Rundown
Several trends are sweeping the CPaaS space. These include the convergence of CPaaS with other tech markets, new channels (like RCS), and a little something ...
Charlie Mitchell · 7 min read · 29 Jul 2025
Top Workforce Engagement Management Software: The Secret to Great EX
Workforce engagement management software has never been a more vital component of enterprise success. In a time of hybrid work, high turnover, rising custome...
Rebekah Carter · 12 min read · 20 Jul 2025
What Is CPaaS? A Definition, Use Cases, and Top Providers
A Communications Platform as a Service (CPaaS) platform allows businesses to inject communications into their organizational workflows
Rebekah Carter · 17 min read · 18 Jul 2025
The Top CPaaS Vendors for Enterprise CX: Architecting Intelligent Customer Journeys
There was a time when the Top CPaaS vendors existed on the sidelines, stepping in to help companies enable two-factor authentication codes or send one-off al...
Rebekah Carter · 16 min read · 15 Jul 2025
The Forrester Wave for CCaaS Platforms 2025: Top Takeaways
CCaaS (Contact Center as a Service) is a cloud-based model for delivering contact center infrastructure and applications. In short, CCaaS platforms help orga...
Rhys Fisher · 5 min read · 11 Apr 2025
7 CPaaS Trends Disrupting the Market
With telecom providers sniping and new communications channels rising, there's a lot going on in the CPaaS market. Meanwhile, with the likes of Cisco, Ericss...
Rebekah Carter · 6 min read · 3 Apr 2025
Twilio vs. Vonage: A Comparison of Two CPaaS Giants
Twilio vs. Vonage is the Ali vs. Fraizer of CPaaS. But, which vendor will come out on top in this comparison of features, pricing, and more.
Rebekah Carter · 7 min read · 2 Apr 2025
SAP Taps Vonage to Blend AI Agents and CPaaS
SAP is working with Vonage to expand the reach of its AI agents and automate more of the enterprise. The collaboration combines SAP Business Technology Platf...
Floyd March · 3 min read · 4 Mar 2025
10 CPaaS Providers to Watch Out for in 2025
Every year, industry researchers rank CPaaS providers as part of market evaluations. This is not one of those assessments. Instead, this rundown spotlights t...
Charlie Mitchell · 9 min read · 14 Jan 2025
15 Customer Experience Technology Predictions for 2025
Tech innovation is accelerating like never before, and 2025 is the year many brands will embark upon transformational projects to reimagine their customer ex...
Charlie Mitchell · 13 min read · 26 Dec 2024
Sprinklr Appoints Rory Read as CEO, Scraps Its Co-CEO Strategy
Sprinklr has confirmed the appointment of Rory Read as the company’s new CEO and President, effective immediately. The former Vonage head honcho will take ov...
Rhys Fisher · 4 min read · 5 Nov 2024
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2024: The Rundown
In its CCaaS Magic Quadrant, Gartner evaluates the ability of nine prominent cloud contact center providers to meet the needs of global enterprises. Until no...
Charlie Mitchell · 10 min read · 29 Oct 2024
Vonage Promises to Simplify the Agent Experience with an “Intelligent” Contact Center Workplace
Vonage has launched a new agent workspace for its CCaaS platform. The Vonage Contact Center (VCC) Intelligent Workspace will allow agents to more seamlessly ...
Rhys Fisher · 3 min read · 17 Oct 2024
Vonage and SAP Co-Create ‘Next-Gen’ Enterprise Apps
Vonage and SAP have partnered to create ‘next-generation’ communication and network APIs for enterprises. The companies will work together to produce innovat...
James Stephen · 3 min read · 12 Sept 2024
Vonage Boosts Voice Platform with AI-Powered SIP Capabilities
Vonage has announced plans to introduce AI-powered SIP Capabilities for its SIP Trunking customers. The “intelligent” new features will look to simplify the ...
Rhys Fisher · 3 min read · 25 Jul 2024
Analyzing the 2024 Gartner Magic Quadrant for CPaaS
Watch on YouTube. CX Today's Charlie Mitchell hosts Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance. They present an analysis of the 2024 G...
Charlie Mitchell · 1 min read · 12 Jul 2024Big CX News from Avaya, Salesforce, Vonage, & Gartner
It's been another busy week in the world of customer experience and service. While Avaya's CEO is stepping aside in a surprise announcement, Salesforce's Mar...
Rhys Fisher · 4 min read · 12 Jul 2024
Vonage's Market Value Drops By $4BN: What Went Wrong?
Last week, Ericsson announced a Vonage impairment charge of $1.1BN. That follows a $2.92BN charge in November 2023. Impairment accounting estimates an invest...
Charlie Mitchell · 4 min read · 10 Jul 2024
Virtual Agents: Avoiding the Pitfalls of Integrating Bots - #CXTrends24
Watch on YouTube. CX Today's David Dungay hosts Shameem Smillie, Head of Product Enablement - Apps, Vonage . The video forms part of our CX Trends series, wh...
David Dungay · 1 min read · 1 Jul 2024
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2024
To suggest that CPaaS is a growing market would be something of an understatement. According to Gartner, by 2028, 90% of global enterprises will utilize CPaa...
Rhys Fisher · 8 min read · 28 Jun 2024
Vonage Selected by Global Automation Supplier for Improved Agent Experiences
Vonage announced that its Vonage Contact Center for Service Cloud Voice has been chosen by Endress+Hauser to enhance agent and customer experiences. As a res...
James Stephen · 3 min read · 14 Jun 2024Big CX News from NICE,Genesys, Avaya & Vonage
It's been another week filled with big news from across the CX space. NICE is on the hunt for a new CEO, Genesys has released an agent copilot, Avaya has bee...
Rhys Fisher · 4 min read · 17 May 2024
Vonage Leverages Salesforce Einstein to Boost its Service Cloud Voice Solution
Vonage has announced that its Premier for Service Cloud Voice solution will now include Salesforce Einstein Conversation Insights integration. The increased ...
Rhys Fisher · 3 min read · 14 May 2024
CPaaS Platforms: Trends, Industries, and Differentiators
According to Gartner, 90 percent of businesses will leverage CPaaS platforms by 2026. In 2022, the figure stood at just 30 percent. That represents an extrao...
Charlie Mitchell · 14 min read · 19 Apr 2024Big CX News From Salesforce, Microsoft, Zendesk, & Vonage
In another busy week for the CX sector, Salesforce is reportedly on the cusp of acquiring Informatica, Microsoft Dynamics' product prices are going up while ...
Rhys Fisher · 4 min read · 19 Apr 2024
Vonage Reveals Revenue Decline, Cuts Back On Its Global Operations
Vonage has revealed that its revenues dropped five percent year-over-year (YoY) in Q1. The news comes as Ericsson – which acquired Vonage in 2022 – released ...
Charlie Mitchell · 3 min read · 18 Apr 2024
Enterprise Connect 2024: News You Might Have Missed
Billed as an event to help keep leaders at the “forefront of the enterprise IT industry,” Enterprise Connect 2024 certainly delivered. Hosted in the Gaylord ...
Rhys Fisher · 5 min read · 28 Mar 2024
The Latest BIG News from Cisco, Twilio, HubSpot, AWS, & Vonage
From more tech industry layoffs to co-innovation from two leading customer experience vendors, here are some extracts from our most popular news stories over...
Charlie Mitchell · 4 min read · 16 Feb 2024
Vonage, AWS Unite to Protect Businesses from Fraud
This week, leaders in enterprise-grade cloud communications solutions Vonage announced a collaborative partnership with Amazon Web Services (AWS) in a joint ...
Rory Greener · 3 min read · 16 Feb 2024
Twilio, Vonage, GoTo… The Great CX CEO Exodus of 2024 Has Begun
New year, new CEO proved the mantra for several customer experience stalwarts last month. Indeed, Twilio, Vonage, and GoTo each replaced the head honcho of t...
Charlie Mitchell · 4 min read · 9 Feb 2024The Latest BIG News from Twilio, Vonage, Microsoft, & Salesforce
From reports of a shock acquisition to a CEO departure, here are some extracts from our most popular news stories over the last seven days. Reports: MessageB...
Charlie Mitchell · 5 min read · 2 Feb 2024
Who Is Leading the CPaaS Space In 2024? Omdia Reveals Its Findings
CPaaS solutions have surged in recent years, increasing the ease of integrating digital channels and customer-facing systems. In doing so, CPaaS providers st...
Charlie Mitchell · 6 min read · 2 Feb 2024
Vonage CEO to Step Down on Thursday, Longstanding Ericsson Exec to Steady the Ship
Vonage CEO Rory Read will vacate his position on Thursday, February 1, 2024. Read has held the position since July 2020 after taking over from Alan Masarek, ...
Charlie Mitchell · 3 min read · 30 Jan 2024
13 of the Best Vonage Contact Center Features
Are you wondering which Vonage contact center features will have the biggest impact on your CX scores, and employee productivity? You’re in the right place. ...
Rebekah Carter · 9 min read · 14 Nov 2023The Latest BIG News from AWS, Vonage, Five9, & NICE
From agent desktop innovation to compliance blunders, here are some extracts from our most popular news stories over the last seven days. AWS Tackles Contact...
Charlie Mitchell · 4 min read · 3 Nov 2023
Vonage Customers Receive Refunds After Enduring “Junk Fees” and “Illegal" Practices
The Federal Trade Commission (FTC) is sending out almost $100MN in refunds to Vonage consumers after denouncing the vendor for "junk fees" and "illegal dark ...
Charlie Mitchell · 3 min read · 2 Nov 2023The Latest BIG News from Vonage, Twilio, Avaya, AWS, & IBM
From a regulation breach to a massive, expanded CX partnership, here are some extracts from our most popular news stories over the last seven days. Vonage & ...
Charlie Mitchell · 4 min read · 23 Oct 2023
Vonage & Twilio Are In Hot Water for Breaching Australian Anti-Scam Rules
The Australian Communications and Media Authority (ACMA) has taken action against Vonage and Twilio for breaching its SMS anti-scam regulations. After an inv...
Charlie Mitchell · 4 min read · 18 Oct 2023