Published: 02 July 2024
CPaaS continues to grow in importance as a key mechanism to embed omnichannel communications in applications, improve customer experience and drive digital transformation. CIOs should use our evaluation of 11 vendors’ products across six use cases to compile a shortlist for consideration.
Communications platform as a service (CPaaS) has become a key technology to operationalize customer experience improvement and drive digital transformation through features such as advanced messaging channels, customer data platforms (CDPs), low-code visual builders, advanced communications security, conversational commerce, and channel orchestration.
Driven by strong enterprise interest and demand, CPaaS vendors are investing heavily in generative AI (GenAI) both in use cases such as chatbots, voicebots, content creation and summarization, and in providing support in their platforms for the responsible adoption of GenAI.
To address rising enterprise and customer concerns about communications security, trust, compliance, fraud management and spam,
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Analysts:
Ajit Patankar, Lisa Unden-Farboud, Pankil Sheth, Brian Doherty
Gartner Critical Capabilities research complements Gartner Magic Quadrant™ analyses by offering deeper insights into products and services provided by multiple vendors in specific markets, focusing on how well each product meets detailed functional requirements rather than on the vendors’ overall market positioning.
For more information, see the FAQ on How Products and Services Are Evaluated in Gartner Critical Capabilities or visit the Gartner Critical Capabilities methodology page.
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