Published: 19 April 2022
The transition from on-premises to cloud and toward self-service in collaboration has reduced opportunities for solution providers to add value. Augmenting their portfolios via partnerships with CPaaS providers can provide new revenue. This note explains how offering managers can begin this process.
With the CPaaS market growing at a 28% CAGR, it represents a prime opportunity for collaboration-focused solution providers to gain both a new source of revenue and increased stickiness with customers.
Cultivating relationships with large-scale CPaaS providers is a multistage, multiyear proposition and can involve some amount of “coopetition” with those providers’ own professional services.
Customers with programmable communication needs often require help navigating platform choices and capabilities, their integration requirements with existing systems, and necessary higher-level services like NLP-based bots, omnichannel views and analytics, and prepackaged vertical offerings.
CPaaS-based engagements can give solution providers great insight into customer needs and
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Analysts:
Brian Doherty, Lisa Unden-Farboud, Daniel O'Connell, Tom Eagle
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