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According to Gartner, “Business units need to improve operational efficiency and customer experience digitally. Software engineering leaders should embrace CPaaS to embed SMS, application to person, voice and emerging CPaaS (like advanced messaging, video, enhanced security and digital payments) into applications."

Key Findings

  • CPaaS business adoption remains robust as software engineering leaders seek to deepen digital engagement with customers and stakeholders on a variety of use cases. Their teams are increasingly embedding communications APIs into applications and business systems.
  • Many large and multinational organizations have IT staff members with the API and software engineering skills to leverage CPaaS tools today. Those lacking such skills can hire third-party consultants or SIs to get them up and running.
  • End customers are requiring deeper engagement with enterprises over the communications channel of their preference. CPaaS vendors have moved to advanced messaging capabilities (led by WhatsApp with omnichannel that combines traditional modes of communications) with advanced components to enhance customer engagement.
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