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.