Published: 18 September 2023
Summary
CPaaS has emerged as one of the primary mechanisms to embed communications in applications, improve customer experience and drive digital transformation. CIOs should use our evaluation of 13 vendors across five use cases to shortlist vendors for consideration.
Included in Full Research
Overview
Key Findings
Communications platform as a service (CPaaS) has emerged as a key technology to operationalize customer experience improvement through features such as advanced messaging channels, customer data platforms (CDP), low-code visual builders, conversational commerce capabilities, channel orchestration and use-case templates.
CPaaS vendors are investing in AI and machine learning, including conversational AI and generative AI, for customer-facing features such as chatbots and voicebots, to improve platform operational efficiency, performance and security.
Enterprises are increasingly concerned about communications security and trust, digital identity, and fraud management; several CPaaS vendors have responded by adding these capabilities.
CPaaS provides enterprises the opportunity to
Clients can log in to view the entire
document.
- Alibaba Group
- Bandwidth
- Cisco
- Infobip
- LINK Mobility Group
- MessageBird
- Mitto
- Route Mobile
- Sinch
- Tanla Platforms
- Tencent Cloud
- Twilio
- Vonage
- Basic Messaging and Voice
- Advanced Messaging and Video
- Advanced Voice
- Security and Payments
- Integrations
- Vertical and Horizontal Apps
- Enterprise-Grade Capabilities
- Customer Success Orientation
- Global Footprint
- Developer Orientation
- Basic Communications
- Conversational Customer Experience
- Global Enterprise
- Vertical and Horizontal Applications
- Video
Gartner Recommended Reading
Critical Capabilities Methodology