Global cloud communications platform Infobip is the leading Communications Platform as a Service (CPaaS) market, announced analyst firm Gartner. In the first Gartner Magic Quadrant for CPaaS, Infobip is recognised as a leader for its overall completeness of vision and ability to execute.
Silvio Kutić, Infobip CEO said “We believe the Gartner recognition of Infobip as a leader in the CPaaS market reflects the investments we’re making to provide innovative new products and services alongside our global reach and scale. Moreover, our acquisitions of US messaging heavyweight OpenMarket and VoIP provider Peerless Network have cemented our superior position in America alongside our market-leading offer globally.”
Gartner’s Magic Quadrant reports have a solid reputation as a culmination of rigorous, fact-based research across markets. They provide a wide-angle view of the relative positions of the providers in those markets. and position them into four quadrants: Leaders, Challengers, Visionaries, and Niche Players.
Gartner’s CPaaS report stated that “The communications platform as a service market is evolving beyond APIs to encompass the entire customer journey. Existing conversational commerce use cases are broadening to become conversational everything.” In the same breath, the analyst recommended CPaaS providers must “Construct Customer-experience-as-a-Service (CXaaS) offerings to target the entire customer life cycle. They suggest doing this by encompassing not just CPaaS, but also contact centre, customer data platform (CDP) and conversational artificial intelligence (CAI), as well as customer journey orchestration.”
In a world where one of the prime reasons for digital transformation has been customer satisfaction and customer delight, Gartner went further telling providers to “accelerate time to value for customer experience (CX) by providing tools such as user-friendly templates, ‘solutions in a box’ for advanced use cases, improved visual builders and detailed journey analytics.”
This all goes back to Experiences, Infobip’s revolutionary generative AI-powered, no-code journey builder long before we knew about ChatGPT. Experiences, as it was described then, “help businesses engage customers, foster loyalty, and drive growth.” It makes it possible for organisations to orchestrate customer journeys and save time with a library of journey templates from onboarding and engagement to retention and loyalty. Alongside its network of 43 data centres and 9,700 global connections, of which 800 are direct operator connections, customers cite Infobip’s global reach and scale, along with its delivery and latency guarantees, as key differentiators.
“As a result, we offer a global one-stop shop for omnichannel interactions and communications. But we’re not stopping now. With the CPaaS market forecast to grow to $30.6 billion by 2026, we are keeping our foot on the gas to ensure we remain the leading full-stack omnichannel communications platform for every platform,” promised Kutić.