New Vonage Research Highlights Continued Rise of AI and Its Impact on CX
Vonage, part of Ericsson (NASDAQ: ERIC), has released its 13th annual Global Customer Engagement Report 2025, highlighting increased adoption of AI-powered customer interactions. The study reveals growing comfort with AI-enabled communications, with notable increases in planned usage: chatbots (32%, up from 23%), video chat (28%, up from 26%), and voice personal assistants (26%, up from 22%).
The report, based on over 7,000 participants across 17 global markets, identifies key customer frustrations: long wait times (65%), multiple contact attempts (65%), and repeated issue description (63%). After poor experiences, 75% of customers consider switching providers, while 52% become more loyal after positive experiences. Regional variations show APAC leading in AI adoption, with the US and EMEA showing moderate interest while maintaining traditional communication preferences.
Vonage, parte di Ericsson (NASDAQ: ERIC), ha pubblicato il suo 13° rapporto annuale sulla Global Customer Engagement per il 2025, evidenziando un aumento dell'adozione delle interazioni con i clienti potenziate dall'IA. Lo studio rivela una crescente familiarità con le comunicazioni abilitate dall'IA, con aumenti significativi nell'uso previsto: chatbot (32%, in aumento rispetto al 23%), videochiamate (28%, in aumento rispetto al 26%) e assistenti vocali personali (26%, in aumento rispetto al 22%).
Il rapporto, basato su oltre 7.000 partecipanti in 17 mercati globali, identifica le principali frustrazioni dei clienti: lunghi tempi di attesa (65%), tentativi di contatto multipli (65%) e descrizioni ripetute dei problemi (63%). Dopo esperienze negative, il 75% dei clienti considera di cambiare fornitore, mentre il 52% diventa più fedele dopo esperienze positive. Le variazioni regionali mostrano l'APAC in testa nell'adozione dell'IA, con gli Stati Uniti e l'EMEA che mostrano un interesse moderato mantenendo però preferenze di comunicazione tradizionali.
Vonage, parte de Ericsson (NASDAQ: ERIC), ha lanzado su 13.º informe anual sobre la Global Customer Engagement para 2025, destacando el aumento en la adopción de interacciones con clientes impulsadas por IA. El estudio revela una creciente comodidad con las comunicaciones habilitadas por IA, con aumentos notables en el uso planificado: chatbots (32%, frente al 23%), video llamadas (28%, frente al 26%) y asistentes personales de voz (26%, frente al 22%).
El informe, basado en más de 7,000 participantes en 17 mercados globales, identifica las principales frustraciones de los clientes: largos tiempos de espera (65%), múltiples intentos de contacto (65%) y descripciones repetidas de problemas (63%). Después de experiencias negativas, el 75% de los clientes considera cambiar de proveedor, mientras que el 52% se vuelve más leal después de experiencias positivas. Las variaciones regionales muestran que APAC lidera en la adopción de IA, mientras que EE. UU. y EMEA muestran un interés moderado pero mantienen preferencias de comunicación tradicionales.
Vonage는 Ericsson (NASDAQ: ERIC)의 일부로 2025년 글로벌 고객 참여 보고서 제13판을 발표하며 AI 기반 고객 상호작용의 채택 증가를 강조했습니다. 이 연구는 AI 지원 커뮤니케이션에 대한 편안함이 증가하고 있음을 보여주며, 계획된 사용의 주목할 만한 증가를 나타냅니다: 챗봇 (32%, 23%에서 증가), 영상 통화 (28%, 26%에서 증가), 음성 개인 비서 (26%, 22%에서 증가)입니다.
이 보고서는 17개 글로벌 시장에서 7,000명 이상의 참가자를 기반으로 하며, 고객의 주요 불만 사항을 파악합니다: 긴 대기 시간 (65%), 여러 번의 연락 시도 (65%), 반복적인 문제 설명 (63%)입니다. 나쁜 경험 후, 75%의 고객이 공급자를 변경할 것을 고려하며, 52%는 긍정적인 경험 후 더 충성스럽게 됩니다. 지역별 변화를 보면 APAC이 AI 채택에서 선두를 달리고 있으며, 미국과 EMEA는 전통적인 커뮤니케이션 선호를 유지하면서도 중간 정도의 관심을 보이고 있습니다.
Vonage, faisant partie d'Ericsson (NASDAQ: ERIC), a publié son 13e rapport annuel sur l'engagement des clients à l'échelle mondiale pour 2025, mettant en évidence une adoption croissante des interactions clients alimentées par l'IA. L'étude révèle un confort grandissant avec les communications habilitées par l'IA, avec des augmentations notables de l'utilisation prévue : chatbots (32 %, contre 23 %), vidéoconférences (28 %, contre 26 %) et assistants vocaux personnels (26 %, contre 22 %).
Le rapport, basé sur plus de 7 000 participants dans 17 marchés mondiaux, identifie les principales frustrations des clients : longs temps d'attente (65 %), multiples tentatives de contact (65 %) et descriptions répétées des problèmes (63 %). Après de mauvaises expériences, 75 % des clients envisagent de changer de fournisseur, tandis que 52 % deviennent plus fidèles après des expériences positives. Les variations régionales montrent que l'APAC est en tête de l'adoption de l'IA, tandis que les États-Unis et l'EMEA montrent un intérêt modéré tout en maintenant des préférences de communication traditionnelles.
Vonage, Teil von Ericsson (NASDAQ: ERIC), hat seinen 13. jährlichen Global Customer Engagement Report 2025 veröffentlicht, der eine zunehmende Akzeptanz von KI-gestützten Kundeninteraktionen hervorhebt. Die Studie zeigt eine wachsende Vertrautheit mit KI-unterstützten Kommunikationsmitteln, mit bemerkenswerten Zuwächsen in der geplanten Nutzung: Chatbots (32%, von 23% gestiegen), Videoanrufe (28%, von 26% gestiegen) und Sprachassistenten (26%, von 22% gestiegen).
Der Bericht, der auf über 7.000 Teilnehmern aus 17 globalen Märkten basiert, identifiziert die wichtigsten Kundenfrustrationen: lange Wartezeiten (65%), mehrere Kontaktversuche (65%) und wiederholte Problembeschreibungen (63%). Nach schlechten Erfahrungen ziehen 75% der Kunden in Betracht, den Anbieter zu wechseln, während 52% nach positiven Erfahrungen loyaler werden. Regionale Unterschiede zeigen, dass APAC bei der KI-Akzeptanz führt, während die USA und EMEA ein moderates Interesse zeigen, aber traditionelle Kommunikationspräferenzen beibehalten.
- Increasing adoption rates across AI-powered communication channels
- 52% of customers become more loyal after great customer experience
- 35% of customers make additional purchases after positive experiences
- Strong global market presence with survey covering 17 markets
- 75% of customers likely to leave after bad customer experience
- 48% of customers leave after just 1-2 bad experiences
- 65% of customers frustrated with long wait times and multiple contact attempts
As demand for and adoption of AI-fueled capabilities grow, annual Global Customer Engagement Report data reveals opportunities to enhance CX and address common customer challenges
Commenting on the report, Reggie Scales, Global Head of Applications for Vonage said: "This year's findings really underscore the power of emerging technology and how AI in particular continues to elevate the way today's consumers expect to engage with their favorite brands. A highlight of this year's results is the reinforcement on the importance of layering AI over existing programmable communications vehicles - voice, video, messaging and so many more. Engaging with customers on their channel of choice with features and capabilities that are more personalized, more automated and more meaningful will continue to set businesses up for success."
The Power of AI in CX
This year's data builds on trends from last year's report, showing a continued increase in comfort with and adoption of AI-powered interactions. The new data suggests a growing demand for these interactions across a wide offering of communications vehicles to meet customers on their channels of choice. For example:
- Chatbot:
32% will increase usage in next 6-12 months (up from23% ) - Video chat:
28% will increase usage in next 6-12 months (up from26% ) - Voice personal assistants:
26% will increase usage in next 6-12 months (up from22% ) - Automated phone support:
25% will increase usage in next 6-12 months (up from21% ) - Webpage/in-app calling:
25% will increase usage in next 6-12 months (up from22% )
By automating and personalizing the customer experience with AI, businesses today can elevate everyday transactions to create real-time, more meaningful conversations embedded directly into the applications they already use to connect with their customers.
A Global Perspective on AI
The Global Customer Engagement Report 2025 also uncovers global preferences when it comes to AI-enabled communications channels. In APAC, AI is core to connecting across messaging via non-SMS apps (
In the
Preferences for traditional methods like mobile phone calls and email remain strong in most EMEA markets, with some emerging interest in moving more toward AI-enabled channels, such as messaging via non-SMS apps (
AI and the Road to Resolution
This year's findings also reiterate some of the common customer challenges and frustrations that are paving the way for AI-powered solutions with respondents reporting the highest level of frustrations with:
- Long wait times to speak to agent -
65% - Contacting customer service multiple times -
65% - Describing issue to multiple agents/being transferred multiple times -
63%
By enhancing these connections through the power of AI, a virtual assistant, chatbot, or smart IVR can eliminate long hold times or respond to inquiries around the clock, while skills-based routing can transfer to the right agent when a human touch is required. This can go a long way toward mitigating the risk of customer attrition as the study shows that, after a bad customer experience,
Conversely, after a great customer experience,
The Global Customer Engagement survey included more than 7,000 participants across 17 global markets. Conducted in September 2024, the survey explored the varied channels customers use for communicating with friends, family, and businesses — including voice, messaging apps, email, social media, chat, and more — and the immense value of delivering excellent customer service.
Read the full Vonage Global Customer Engagement Report 2025 for more insights.
About Vonage
Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create AI-powered omnichannel experiences that boost sales and increase customer satisfaction. Vonage's fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or remotely - providing the flexibility required to create meaningful engagements.
Vonage is headquartered in
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SOURCE Vonage
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