Programmable messaging is often top of mind regarding capabilities available via Communications Platform as a Service (CPaaS), given that it helped spur creation of the industry a decade ago and is still one of the most prevalent use cases. However, CPaaS has evolved well beyond messaging, today serving as a critical enabler for customer engagement and the means of providing advanced services for customer interactions.
The most successful CPaaS providers today offer a plethora of APIs to support basic and enhanced communications capabilities required to meet ever-broadening customer expectations. Advanced functionality is a differentiator, with automation, AI, and analytics finding a place in CPaaS portfolios. But product mix is just one contributing factor to provider success.
Metrigy has rounded out its trio of vendor ranking reports for 2023 with a deep dive into top providers in the CPaaS market. We published the CPaaS MetriRank 2023 in late December, available to subscribers of our MetriCast Service.
Our CPaaS MetriRank report assesses leading providers on a fixed set of five criteria—besides product mix, these are financial strength, market share momentum, customer sentiment, and customer business success. From this assessment, we determine which are best positioned today and for long-term success. We rated each CPaaS provider in each of the five areas on a five-point scale, and then applied a weighting. Lastly, we tallied the individual criteria scores for each provider to determine their overall leadership score.
In this inaugural CPaaS MetriRank report, Infobip takes the top spot, earning maximum scores for product mix and customer sentiment—the only MetriRank provider to do so in each of these areas. In addition, it’s second in market share. Rounding out the top five are Cisco, Twilio, Sinch, and Kaleyra. Others in the ranking, in alphabetical order, are: 8×8, Alibaba, Bandwidth, MessageBird, and Vonage.
CPaaS is a highly competitive market, with a wide array of providers vying for toeholds—once landed, expansion within a business isn’t uncommon, whether that’s due to increased use of the same type of APIs or adoption of additional APIs or applications. We’ll be revisiting our ranking in 2024, and it’ll be interesting to see whether rankings shift over the coming year, and if so, what changed.
Full details, including all of our methodology, scoring, and a deep dive on each provider, is available in the CPaaS MetriRank 2023 report. Click here to learn more.
