Want a Real Edge in Customer Engagement?
A new global study conducted by Forrester Consulting, commissioned by Vonage, shows that companies who choose an advanced CPaaS platform over complex, individual APIs are vastly more capable of improving customer experience and increasing revenue.
About the research
Download the study
In June 2021, Vonage commissioned Forrester Consulting to evaluate the use and effectiveness of CPaaS (communications platform as a service) for enhanced customer communications and engagement. To explore this topic, Forrester conducted a global online survey with 1,037 customer and digital experience decision-makers and influencers from companies ranging in size from 500 to 20,000 employees.
About the research
Learn how to stay ahead
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 with extensive communications capabilities.
What is Advanced CPaaS?
Compare the survey results
How effective are organizations at getting their customers the content they need or want?
Companies with CPaaS are winning at customer experience
Dig into the numbers
Companies face some crippling challenges as part of their engagement programs, and companies that don’t use CPaaS are much more likely to face them—resulting in poor CX, loss of revenue, increased costs, an inability to connect client touchpoints, and disconnected data for many.
Non-CPaaS users experience major technical and business challenges
"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."
Chief Marketing Officer, Vonage
It's All About Advanced CPaaS
Business applications lack up-to-date event info necessary to support communications
Lack of integration with existing tools/platforms
Lack of development tools for communications applications
Difficulty integrating with communications services
Difficulty securing messages
Lack of expertise
Lack of customer journey analytics
CX and design teams’ lack of experience/ knowledge of communications capabilities
Lack of visibility into customers’ communication preferences
Siloed business units
An Advanced CPaaS includes:
Since the onset of the global COVID-19 pandemic, customer expectations for digital engagement have changed for good. Many organizations are considering or have plans to adopt advanced CPaaS solutions to meet growing CX demands. CPaaS sets companies on an entirely different playing field than their non-CPaaS counterparts.
An extensive library of sample applications
A global carrier network
Low-code development tools
Multiple APIs: video, voice, consumer messaging applications, two-factor authentication, webchat, and SMS/text messaging
Monitoring and management capabilities
Robust conversation services