2023 Customer Experience MetriStar – Communications Platform-as-a-Service

Published on: March 14, 2023

Author: Beth Schultz, Vice President of Research and Principal Analyst
Three providers earned the Metrigy MetriStar Top Provider Award for Communications Platform-as-a-Service (CPaaS). The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ services with measurable business success. Communications Platform-as-a-Service: CPaaS allows companies to customize their customer engagement features and add cloud-based apps, such as click-to-call from websites for live support or SMS messaging for appointment scheduling or notifications. CPaaS includes and relies upon application programming interfaces (APIs) and software development kits to integrate or develop new applications. CPaaS traditionally has been offered as a full-code platform for custom development, but increasingly is now available in low-code or no-code options featuring visual interfaces and drag-and-drop tools particularly useful in automating CX workflows. Some providers offer the ability to build or customize applications or integrations specifically for their CX platforms, while others are platform-agnostic.

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