Not All Communications APIs are Created Equal: Only 17% of Global CPaaS Users are Working with an Advanced CPaaS Vendor Despite Overwhelming Advantages
HOLMDEL, N.J., Oct. 13, 2021 /PRNewswire/ -- A commissioned global study conducted by Forrester Consulting on behalf of Vonage (Nasdaq: VG), a global leader in cloud communications helping businesses accelerate their digital transformation, found that, to provide enhanced customer engagement, companies are relying on Communications Platform as a Service, or CPaaS, a complete cloud-based application platform that includes development tools, runtime, administration, and management tools. Furthermore, the study found that the use of basic Communications APIs that act as building blocks for simple and direct communication between existing applications is falling behind that of advanced CPaaS capabilities.
Communication priorities spanning customer, organizational, and technical goals increased sharply since the onset of COVID. As part of this digital acceleration, more and more companies are turning to CPaaS to solve communication and engagement issues. This research shows that advanced CPaaS users are much more successful at getting customers what they want when they want it. And these efforts are showing big results. In fact, the study results indicated that 98% of CPaaS users are very or extremely effective at getting their customers the content they need or want, compared to just 37% of non-CPaaS users.
Businesses today that have already implemented Communications APIs face far less technical and business challenges and see higher levels of engagement in their client communication than their counterparts that have yet to deploy CPaaS capabilities.
The study, the detailed results and analysis of which have been published in a Forrester Consulting Thought Leadership Paper*, demonstrates that:
Respondents confirmed the value that CPaaS brings in terms of customer engagement and communication, including:
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.
"The API economy is well underway as businesses have long realized the importance of meeting customers on their channel of choice in a seamless and contextual way, and the pandemic has accelerated this trend," said Joy Corso, Chief Marketing Officer, Vonage. "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."
Read the full results of the study here, and learn more about how the advanced Vonage Communications Platform enables businesses to create customer and employee connections that are more flexible, intelligent and personal - across industries and across the globe.
In this study, Forrester Consulting, part of leading research and advisory firm Forrester conducted an online survey with 1,037 global customer and digital experience decision-makers and influencers to explore the effectiveness of CPaaS. The study began in June 2021 and was completed in July 2021.
Vonage (Nasdaq: VG), a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging and Verification into existing products, workflows and systems. Vonage's fully programmable unified communications and contact center applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or anywhere, providing enormous flexibility and ensuring business continuity.
Vonage Holdings Corp. is headquartered in New Jersey, with offices throughout the United States, Europe, Israel, Australia and Asia. To follow Vonage on Twitter, please visit www.twitter.com/vonage. To become a fan on Facebook, go to www.facebook.com/vonage. To subscribe on YouTube, visit www.youtube.com/vonage.
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