Frost & Sullivan has released the results of its latest study: “Frost Radar: Communications Platforms as a Service Industry, 2021”.
The annual report aims to provide CX teams with a benchmarking tool to compare leading CPaaS providers. In doing so, it uses a growth and innovation index and a 360-degree research methodology to assess the competitive environment.
Such a benchmark is critical in a world where CPaaS is no longer a “nice to have” but an essential software infrastructure. After all, since the onset of the pandemic, the accessibility advantages of cloud-based systems are causing companies to break the status quo.
While many brands had persisted with on-premise technologies, their hands were tied. Cloud migration became a necessity. Business leaders had to reassess longstanding processes and engagement models.
These actions are giant leaps forward for a business. Undoubtedly, this is a daunting prospect. Nevertheless, the pill is easier to swallow with a trusty, reliable partner. The Frost Radar aims to shine a light on such vendors.
In doing so, the study seems to single out two CPaaS providers: Twilio and Vonage.
As the growth leader, cloud stalwart Twilio proved a reliable provider of solutions for quick cloud migrations. Such dependability is perhaps the leading factor in the company’s meteoric rise. The report even states: “[Twilio] has simply become the dominant participant in the CPaaS market.”
However, in terms of innovation, Vonage leads the pack. The visionary company sets itself apart with API-driven solutions, alongside continuous research and development.
Commenting on Vonage’s CPaaS approach, Michael Brandenburg, a senior industry analyst at Frost & Sullivan, says:
Vonage has fuelled its success through a fully integrated communications solution with practical, high-impact business application and programmability service.
In following this strategy, Vonage enables companies to attain higher levels of scalability and flexibility. Such functionality is crucial as communication services drive new digital transformation initiatives and quickly transform existing workflows.
Harnessing the appropriate CPaaS applications, it is only a matter of days – or perhaps even hours – to complete such projects. These speedy results are revolutionary, yet ever more critical, as businesses strive to keep pace with their high-flying competitors.
To do so, companies are increasingly turning to more innovative CPaaS providers. Therefore, as the Frost Radar report states: “It is imperative that communications service providers assess their solutions portfolio and open available APIs to their customers.”
Paving the way forwards, Twilio and Vonage are likely relying on a similar approach to achieve their impressive growth and innovation scores.
