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Vonage Recognized in the 2020 Gartner Global CCaaS Magic Quadrant

for Vonage Contact Center

Contact center agent in the cloud abstract image

Vonage has been recognized by Gartner in the 2020 Global CCaaS Magic Quadrant.1

This research evaluated CCaaS providers offering SaaS-based applications that enable customer service organizations to manage multichannel customer interactions holistically from both a customer-experience and an employee-experience perspective.

“We are pleased that Vonage has been recognized by Gartner for its Contact Center solution,” said Rodolpho Cardenuto, President, Applications Group for Vonage.  “Vonage Contact Center is helping businesses transform the customer and agent experience by driving more personal connections through deep and seamless integrations with business applications and CRMs, as well as by enhancing agent and customer interactions with the ability to connect across any channel, depending on customer preference - voice, video, messaging and chat.”

Vonage Contact Center enables businesses with contact centers that rely on customized agent, employee, and customer workflows to deliver great customer experiences and enhanced productivity.

Added Cardenuto, “With deep integrations with today’s leading business applications like Salesforce, ServiceNow and Microsoft Dynamics, Vonage Contact Center is helping businesses to leverage the mission critical CRM and productivity tools they are already using, along with the workflows they need to enable their agents to be more efficient, more productive and better serve customers in real time.”

Vonage Contact Center features also include:

  • Vonage AI Virtual Assistant, adding intelligence to any conversation in a customer's journey and delivered through voice or messaging channels to address every customer immediately and take the appropriate action.

  • PCI Self-Service Secure Payments, which can be taken through an IVR, fully integrated into a business's CRM platform. 

  • The ability to automatically route email and chat interactions to live agents, when needed.

  • A fully-integrated, unified platform that brings VCC and Vonage’s unified communications solution, Vonage Business Communications (VBC), together to create a single pane of glass for a remarkably-effortless experience.


1Gartner, “Magic Quadrant for Contact Center as a Service,” Steve Blood, Drew Kraus, Pri Rathnayake, November 2020.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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