Categories: Customer Experience

Webex Connect – how Service Providers can capitalize on the CPaaS opportunity

It’s now or never for Service Providers when it comes to carving their place in the cloud comms platform market

Over recent months I had the pleasure of working closely with my colleague Thomas Boesen, Regional Sales Director. Thomas leads our CPaaS offering for Service Providers across the EMEAR region and ahead of MWC 2022 has summarised why he believes Services Providers can capitalize on the CPaaS opportunity.

Richard Branson famously said, “If somebody offers you an amazing opportunity but you are not sure you can do it, say yes – then learn how to do it later.” The quote perfectly describes the situation Service Providers find themselves in with the communications platform as a service (CPaaS) opportunity.

The CPaaS market is growing at an exponential rate, with IDC forecasting that it will grow to $17.7 billion by 2024. Enterprises across all industries are already leveraging the APIs and real-time communications capabilities offered by CPaaS provider to power the transformation of how they interact and deliver services to their customers.

The challenge for Service Providers is how to maximize the CPaaS opportunity when the underlying communication assets such as SMS, RCS and mobile usage data needed to deliver rich, engaging and conversational customer experiences are provisioned on their networks.

Partnerships with CPaaS vendors – the path forward

Gartner states in their ‘4 Key Pillars to Telco Success in the CPaaS Market’ report, that it’s too late for Service Providers to rely purely on organic growth when building or expanding their CPaaS offering.

Instead, they must look to form a platform partnership with existing CPaaS providers to create a value proposition that incorporates CPaaS capabilities within their offering, while upskilling their staff to prepare for becoming a vendor. The question is, what type of CPaaS platform should they look for?

WebexConnect – a dual CPaaS offering

Webex Connect is an enterprise-grade CPaaS solution – offering a single, centralized platform for building and managing customer engagement applications end-to-end.

It provides an extended low-code tool set that enables developers, solution architects, product managers, and other business users across the enterprise to own their part customer experience and accelerate speed to market. The platform acts like the glue between back-end systems and customer communication channels, allowing for the delivery of end-to-end customer journeys that maintain context over time and channels.

What makes Webex Connect stand out from the rest is that it solves two problems for Service Providers – firstly they can power their own customer experience transformation initiatives, and secondly provision Webex Connect for their enterprise customers.

Webex Connect offers their enterprise customers a full customer engagement platform that surfaces, aggregates, and monetizes their own network capabilities and APIs while enabling them to earn revenue through software license fees.

In addition, Service Providers can capitalize on new digital messaging opportunities. Channels like Apple Messages for Business and WhatsApp are increasingly being used for business and consumer engagement. Through Webex Connect, Service Providers can offer and monetize these channels where they previously had no involvement in the value chain.

Talk to us at MWC

If you are at the Mobile World Congress in Barcelona, we very much welcome you to join us at our Booth #3E30, in Hall 3 from Feb 28th to March 3rd. Come and experience Webex Connect with a number of LIVE demos on display.

Learn more

Webex Connect website

Every interaction counts with enterprise CPaaS

Elevating work and customer experiences in a hybrid world


Gartner Research 

Published by
Johan Van Puymbrouck

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