2021 CPAAS SURVEY
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CPAAS INDUSTRY SURVEY
Discover what platform owners want from voice & messaging in 2022
Few would dispute the rapid rate of growth and change in cloud communications (CPaaS). Add to this new messaging brand and campaign regulations, the FCC’s STIR/SHAKEN technology to address caller ID spoofing with signed calls, plus a global pandemic, and it’s a lot to keep up with. As if that’s not enough, customer expectations have ballooned.
So we asked: How are SaaS platform operators and enterprises coping, and how can they do even more with the cloud to improve customer experience?
Here’s just a few of the key takeaways from our new CPaaS survey:
If you’re not increasing the voice and messaging options in your solution to deliver an omnichannel customer experience – and proactively searching for the best voice and messaging provider – you’re losing ground to your competitors.
Change can be scary, as the survey results made clear. Many fear more work and higher costs with greater risk of their calls or texts being blocked or undelivered as a result of STIR/SHAKEN and text messaging brand and campaign registration requirements. The upside: improved communications integrity. (Get your copy to learn more.)
If customer experience matters to you, focus on carrier redundancy, depth, transparency, and control to minimize issues and optimize quality and deliverability. You should be able to see your carrier options, know when and where issues are occurring, and make adjustments in real time.
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