Ericsson (Vonage) is present in 5 markets with 5 products. Ericsson (Vonage) has 1051 reviews with an overall average rating of 4.5.
Communications Platform as a Service
Gartner defines communications platform as a service (CPaaS) as a cloud-based platform that enables businesses to embed a range of communications capabilities into applications over channels such as voice, SMS, email, messaging apps, and video. They also provide conversational capabilities, security, authentication, and automation. CPaaS delivers omnichannel, programmable experiences to enhance digital customer engagement. In 2026 and beyond, CPaaS aims to offer deeper capabilities, such as customer journey analytics, automation, personalization, and omnichannel engagement driven by AI and 5G. The purpose of CPaaS is to enable enterprises to enhance their communication workflows by providing simplified access to multiple communication capabilities without requiring the complex architectures typically needed to leverage these channels. CPaaS enables enterprises to shorten the time to market for new products and services, personalize communications, and orchestrate customer journeys across multiple channels. It delivers digital engagement and operationalizes customer experience, while also driving business efficiencies at scale with digital service delivery. It is modular/composable in design and can expand from initial single use cases to many others as additional business units learn of its value.
Ericsson (Vonage) has 1 product in Communications Platform as a Service market
Contact Center Workforce Engagement Management (Transitioning to Contact Center as a Service & Contact Center Workforce Management Solutions)
Workforce engagement management (WEM) software is a collection of technologies that help manage the customer service workforce to ensure a high level of operational performance while elevating employee well-being, discretionary effort and satisfaction. The core capabilities of WEM products include: • Evaluation and improvement • Time management • Metrics and recognition (that is, performance management) • Assistance and task management • Voice of the employee (VoE) feedback • Recruitment and onboarding
Ericsson (Vonage) has 1 product in Contact Center Workforce Engagement Management (Transitioning to Contact Center as a Service & Contact Center Workforce Management Solutions) market
Contact Center as a Service
Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective. CCaaS is a key technology platform used to support the customer service experience, whether it be self-service or assisted by customer service representatives. All organizations need to offer customer assistance. The preference is for remote support via voice and digital channels over physical presence in offices and stores, though it is common for organizations to offer multiple options. The ambition is for customers to self-serve assistance, through web portals or chatbots. But it is also recognized that complex issues still need the support of employees. CCaaS technology is instrumental in orchestrating both self- and assisted-service engagement with customers. The technology can also manage the quality of engagement between the customer and the customer service representative, recognizing that premium customer experiences are achieved through premium employee experiences.
Ericsson (Vonage) has 1 product in Contact Center as a Service market
Midmarket Unified Communications as a Service, North America (Retired)
Unified communications as a service (UCaaS) for the midmarket — defined as organizations with between 100 and 999 employees, and typically $50 million to $1 billion in revenue — includes cloud solutions intended to improve user productivity and enhance collaboration. Gartner defines UC solutions as offerings that facilitate the use of multiple enterprise communications methods to achieve those aims. UC solutions integrate communications channels (media), networks and systems, as well as IT business applications and, in some cases, consumer applications and devices. Cloud delivery of UC functions is characterized as provisioning services on shared infrastructure (for example, data centers, racks, common equipment and blades). Cloud delivery also uses shared tools (for example, provisioning, performance and network management tools); per-user-per-month pricing; and elasticity to dynamically add and remove users. (Retired as of Oct-01-2025).
Ericsson (Vonage) has 1 product in Midmarket Unified Communications as a Service, North America (Retired) market
Unified Communications as a Service
Gartner defines unified communications as a service (UCaaS) as a multitenant, subscription-based service that is cloud-delivered. It provides business telephony features; public switched telephone network (PSTN) connectivity that enables inbound and/or outbound external calling; and collaboration features, such as messaging and meetings. UCaaS services can be consumed by end users with traditional handsets, desktop clients, web clients, meeting room systems and mobile apps. UCaaS is used by organizations to securely communicate and collaborate — both internally and externally. It includes telephony, messaging and meetings. UCaaS providers may offer variations of each of the three core modes of communication and also offer a range of cloud contact center functionalities, either self-developed or through integration/partnerships with cloud contact center specialists. Gartner’s definition of meetings for the UCaaS market mostly focuses on the capabilities for internal collaboration, work from home and external presentation meeting use cases. Other specialized use cases — such as webinar, remote support, distance learning and training — are often available from UCaaS offerings, but are not mandatory for inclusion in this research. These use cases are part of a separate market defined by Gartner (the meeting solutions market).
Ericsson (Vonage) has 1 product in Unified Communications as a Service market