Companies with CPaaS are much more effective at getting customers the information they want (98%) than non-CPaaS users (37%)
To enable communication where, when, and how customers want, companies are relying on an advanced Communications Platform as a Service, or CPaaS—a complete cloud-based application platform that has more extensive communications capabilities, robust conversation services, multiple APIs, use case–specific APIs, monitoring and management capabilities, low-code development tools, a global carrier network, and an extensive library of sample applications.
94% of non-CPaaS users say the ability to send secure messages is very or extremely challenging, while only 31% of CPaaS users agree
CPaaS sets companies on an entirely different playing field than their non-CPaaS counterparts.
While only 17% of CPaaS users are already working with an advanced CPaaS vendor, this number is growing—fast
Since the onset of the global COVID-19 pandemic, customer expectations for digital engagement have changed for good. While not yet widely adopted, many organizations are considering or have plans to adopt advanced CPaaS solutions to meet growing CX demands.
"This study confirms what we have already begun to see take shape with the adoption of advanced CPaaS capabilities. Businesses are expanding upon the benefits of programmable capabilities to unlock creative and unique use cases that truly deliver an unprecedented customer experience, moving from transactional interactions to true engagement."
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Don't Pass on Advanced CPaaS
Discover how companies that choose an advanced CPaaS platform are removing barriers to CX success. Dig into the key findings:
- CPaaS enables communication where, when, and how customers want.
- Technical and business challenges prohibit agility for non-CPaaS users.
- Advanced CPaaS solutions propel organizations in their customer engagement journey.