MetriNote – Enterprise Connect 2023 CPaaS Announcements

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

As in recent years, Communications Platform-as-a-Service (CPaaS) and API-enablement got plenty of love at Enterprise Connect 2023, which took place March 27-30 in Orlando, Fla., and virtually. While offerings are getting more sophisticated as providers evolve their platforms, the overall messaging remains the same: CPaaS enables companies to add real-time, cloud-based communications capabilities to their existing business applications, websites, or communications platforms quickly and exactly to their needs. CPaaS-related announcements from Enterprise Connect align with a variety of findings from Metrigy’s Advanced API & CPaaS Development 2023 research study with 400 organizations globally. These include:

• Voice APIs provide a treasure trove of capabilities – Voice APIs for call control/capabilities, such as call transfer, recording, and transcription, are in use or planned by 55.3% of companies that participated in our CPaaS study. More than 45% are using or plan to use in-app calling, AI/voice assistance, and interactive voice response, while 27.2% are using or planning to use WebRTC calling
• Embedded video is desirable for customer- and employee-facing use cases – Customer engagement, at 68%, and employee communications/information sharing, at 65.1%, are the two biggest use cases for embedded video
• Low-code solutions are becoming standard fare – More than 55% of companies in our study group use low-code platforms, vs. 37.1% using full-code and 27.9% using no-code options. Low-code is the primary platform choice for nearly half, well ahead of either other type of offering. Improved innovation (57.1%), lower development costs (55.5%), and speed to market (51.7%) are the top drivers.