Categories: Customer Experience

Cisco named a Visionary in 2023 Gartner® Magic Quadrant™ for Communications Platform as a Service.

Gartner predicts that by 2026, 90% of global enterprises will leverage communications platform as a service (CPaaS) as a strategic IT skill set to maintain digital competency, up from 30% in 2022.

Driven by rising demand for frictionless customer experiences (CX), Webex Connect, Cisco’s CPaaS solution, enables integration of popular communication channels with back-end business systems in a single, easy-to-use, cloud-based platform.

This enables enterprises to orchestrate and automate seamless customer journeys at scale—and deliver the right interactions, in the right place, at the right time.

With so many brands turning to CPaaS to build superior experiences and maximize ROI, it’s an honor to see Cisco recognized as a Visionary by Gartner in its first-ever Magic Quadrant for CPaaS. You can access a full copy of the report here.

This is in addition to already being recognized as a Leader in the IDC MarketScape for CPaaS 2023.

What makes Cisco a Visionary in the Gartner Magic Quadrant for CPaaS?

Webex Connect is built on more than 20 years of industry experience, and we feel our inclusion as a Visionary CPaaS vendor acknowledges our market position in helping enterprises stay constantly connected to their customers and drive secure, smarter, richer customer interactions end-to-end for a frictionless customer experience.

Consumer expectations have changed, and today’s consumers want to engage with brands and enterprises on their terms– customers want to choose how and when they interact with businesses across their preferred channels. They also want proactive and highly personalized experiences tailored to their specific needs, making CPaaS an essential part of the enterprise line of business and IT toolkit.

Cisco’s CPaaS solution, Webex Connect provides APIs, SDKs, low code visual builder capabilities and access to multiple communication channels such as voice, SMS and other messaging channels like WhatsApp, Google Messages for Business and Apple Messages for Business, enabling enterprises to deliver omnichannel experiences simply and quickly.

Read the Gartner Magic Quadrant report for CPaaS to find out what makes Cisco a Visionary CPaaS vendor.

With Webex Connect, we aim to democratize CPaaS so that anyone—even employees with minimal IT expertise—can create rich and engaging customer journeys that build trust and drive brand loyalty.

With our low-code visual builder, identified as one of our strengths, you can create, configure, and automate multichannel journeys in minutes. Plus, our developer sandbox lets anyone try Webex Connect by testing and building workflows and applications in a safe, pre-configured environment, making it easier for developers to focus on more value-adding tasks.

Webex Connect also protects your investments by integrating with your existing systems. This empowers you to leverage data spread across siloed data sources and unlock the actionable insights needed to personalize and enhance multichannel experiences.

That’s exactly how SMARTY, the fast-growing UK mobile provider, uses Webex Connect to orchestrate its end-to-end customer journeys. Its disparate systems and channel tools prevented efficient data analysis and joined-up communications, causing frustration for customers and employees alike. Since integrating Webex Connect, customer engagement has increased by up to 500% compared to its traditional single-channel approach.

Webex Connect has helped overhaul our entire approach to customer communications with its multi-channel capabilities providing a frictionless customer experience.”

– Head of Marketing & Propositions at SMARTY

US pharmacy chain Walgreens uses Webex Connect powered Rich Communications Services (RCS) channel to improve customer engagement for its refill prescription program. This means it can deliver more engaging digital interactions, including videos, carousels, payment processing, rich cards and more.

Since deploying Webex Connect for RCS, Walgreens has experienced an increase of 10% in refill conversation rates, and this can be directly related to their revenue growth in this area.

Where next for Cisco and Webex Connect?

We have made significant investments in Webex Connect. Following our recognition by Gartner in its Magic Quadrant, we will continue to add more capabilities to our CPaaS platform and expand our go-to-market strategy to help deliver the best CX and customer interactions.

For example, we already have Webex Connect capability integrated into our Webex Contact Centre solutions to enable intelligent and seamless digital to human interactions. This is also recognized as part of our inclusion in the 2023 Gartner Magic Quadrant for Contact Center as a Service, and we continue to enhance our CCaaS solution.

Also, we will develop closer integrations with our UCaaS solution, Webex Suite driven by customer requirements and demand.

This is supported by our work to integrate Webex Connect into the Cisco ecosystem to expand our partner network and routes to market. And in FY24, we will launch a dedicated CPaaS partner enablement program that will enable partners to sell and implement Webex Connect.

Read the Gartner Magic Quadrant for CPaaS

To learn more about Cisco and where our strengths as a CPaaS solution vendor, read the full Gartner Magic Quadrant for CPaaS here.

Related posts:

2023 Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS), Lisa Unden-Farboud, Daniel O’Connell, Brian Doherty, and Ajit Patankar – 18th September 2023

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER is a registered trademark and service mark, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Published by
Jay Patel

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