Magic Quadrant for Communications Platform as a Service
Gartner defines CPaaS as a cloud-based platform used by developers to build and integrate an array of communications-related capabilities using APIs, software development kits (SDKs), integrated development environments (IDEs) and documentation. The CPaaS tools facilitate simplified access to multiple communications channels (spanning voice, SMS, other messaging and video, along with security, such as basic authentication around the APIs). Many CPaaS vendors are now offering low-code/no-code visual builder capabilities to help nontechnical enterprise roles access CPaaS capabilities and to save developers time.
Vendors must, among other requirements:
A: This research evaluates CPaaS vendors that meet Gartner's inclusion criteria based on minimum revenue requirements ($350 million or more, or $250-349.99 million with 40% growth), geographic presence across multiple regions, and core capabilities including SMS, voice, phone number registration, identity verification, and at least one rich communications messaging medium. The Magic Quadrant assesses 14 vendors across two dimensions: Ability to Execute and Completeness of Vision, covering basic and optional CPaaS capabilities spanning messaging, voice, video, security, IoT, and advanced support features.
A: CIOs seeking digital transformation who want to drive digital capabilities for enhanced customer experience and operational effectiveness across applications should use this research as part of their market evaluation. They should align their strategy with application leaders and business unit teams to understand potential use cases for CPaaS and possible outcomes. Organizations should evaluate vendors based on capabilities needed, geographic coverage required, compliances and regulatory support, pricing, platform scalability, developer environment, and professional service support. The research helps narrow vendor selection by filtering for capabilities, geography served, and compliance requirements before evaluating detailed criteria.
A: Vendors must offer APIs to send/receive SMS messages, place/receive voice calls, route calls via direct inward dialing (DID), register phone numbers, and confirm identity via 2FA/MFA, flash calling, or silent mobile verification. They must also support APIs for at least one rich communications messaging medium (such as Apple Messages for Business, RCS, Google Business Messages, MMS, WhatsApp, WeChat, or email) that takes advantage of unique features like emoticons, picture media, action buttons, or voice/video calls. Additionally, vendors must provide customer service and support including onboarding, technical support, and usage dashboards.
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A: Ability to Execute focuses on the vendor's current performance and operational capabilities, including product quality, financial viability, sales effectiveness, market responsiveness, marketing programs, customer relationships, and operational efficiency. It measures how well vendors are performing today in delivering CPaaS solutions. Completeness of Vision evaluates the vendor's strategic direction and future potential, including their understanding of market trends, strategic planning across marketing, sales, product development, business models, vertical industries, innovation capabilities, and geographic expansion. It assesses how well vendors understand where the market is heading and their ability to shape or influence that direction.