Gartner Research

Critical Capabilities for Communications Platform as a Service

Published: 18 September 2023


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.

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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

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  • 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

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Critical Capabilities: A deeper look into provider offerings

How does a Critical Capabilities report work?

As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.

A Critical Capabilities report is more than just a diagram. You also get:

Sharper focus

Narrow down the product and service criteria most important to you.

Individualized use cases

Use interactive features to customize usage scenarios based on your organization’s unique needs.

Faster decision making

Use data to speed up provider selection and accelerate the procurement process.

A Gartner Critical Capabilities report is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.

Pick the right provider with confidence

We use a Critical Capabilities report, the Magic Quadrant and more to ensure you select the best-fit provider to avoid the costly repercussions of a poor decision.

Align deal structures and optimize spend

We benchmark pricing against the market so you avoid unnecessary charges.

Reduce complexity and risk

We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.

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