Magic Quadrant for Communications Platform as a Service
Gartner defines communications platform as a service (CPaaS) as a cloud-based platform used by developers, the IT team and other nontechnical business roles to build an array of communications-related capabilities using APIs, SDKs, documentation and no-code/low-code visual builders. The CPaaS tools facilitate access to multiple communications channels spanning voice, SMS, email, messaging apps, video and conversational capabilities, along with security. The purpose of CPaaS is to enable enterprises to improve communications workflows by providing simplified access to multiple communications capabilities. CPaaS enables enterprises to shorten time to market for new products and services, personalize communications, and orchestrate customer journeys across multiple channels. It delivers digital engagement and operationalizes customer experience, while also driving business efficiencies at scale with digital service delivery. It is modular/composable in design and can expand from initial single use cases to many others as additional business units learn of its value.
Vendors must, among other requirements:
A: This research evaluates CPaaS vendors that meet Gartner's inclusion criteria, offering cloud-based platforms for developers and business roles to build communication workflows. It covers vendors providing core CPaaS capabilities (voice, SMS, DID, identity confirmation, rich messaging) and optional advanced capabilities (messaging channels, conversational bots, advanced voice, video, security, programmable wireless, network APIs, payments, CDPs, AI/LLMs, and advanced support). The research assesses vendors on their Ability to Execute and Completeness of Vision across multiple evaluation criteria.
A: CIOs seeking to improve customer relations digitally, enhance business outcomes, drive operational efficiencies and digital transformation should use this research as part of their market evaluation. They should align their strategy with application leaders and business unit teams to identify potential CPaaS use cases to drive operational efficiency, enhance digital customer engagement and scale efficiently. The research helps evaluate vendors based on product features, geographic coverage, compliance support, pricing, platform scalability, developer environment, and professional service support.
A: CPaaS vendors must offer the core standard CPaaS capabilities of APIs for SMS (to send and receive SMS messages), Voice calls (to place and receive voice calls), Local and global direct inward dialing (DID; to route voice calls via DID), Phone number registration for core capabilities, and Identity confirmation via methods such as 2FA/multifactor authentication (MFA) or flash calling. Additionally, CPaaS vendors must offer at least two other rich communication messaging media, such as RCS, Google RCS, MMS, WhatsApp or WeChat, along with email. They must also provide customer service and support for the core CPaaS capabilities, including customer onboarding, technical support and usage dashboards.
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A: Ability to Execute evaluates providers on the quality and efficacy of the processes, systems, methods or procedures that enable IT provider performance to be competitive, efficient and effective, and to positively impact revenue, retention and reputation within Gartner's view of the market. It focuses on current execution capabilities including product quality, viability, sales execution, pricing, customer experience, and operations. Completeness of Vision evaluates service providers on their ability to articulate logical statements convincingly about the market's current and future direction, innovations, customer needs, and competitive forces. It rates providers on their understanding of how they can exploit market forces and focuses on strategic elements including market understanding, innovation, product strategy, and business model for future market direction.