Laying the Groundwork for CPaaS

Author: Beth Schutlz, Vice President of Research and Principal Analyst

In our Advanced API & CPaaS Development 2023 global research study, Metrigy sought to gain an understanding of how companies approach the use of Communications Platform-as-a-Service (CPaaS), primarily as they transform customer experience but also for employee-facing and other use cases. In this study, we explored the use of three primary types of APIs, for voice, messaging, and video; varying platform approaches; purchasing and budget strategy; and challenges. We also examined success factors using CPaaS.

For this research, we solicited input from IT and CX leaders, developers, and other decision makers regarding their organization’s interest in and use of CPaaS. This global study comprises results from 400 companies representing 41 industries in 13 countries.

Table of Contents

• Introduction and Study Overview
• Understanding Platform Basics
• CPaaS Platform Selection
• What to Look for in a CPaaS Platform
• CPaaS Growth: On and On
• Getting Started with CPaaS
• How CPaaS Can Meet CX Challenges
• Conclusion and Recommendations