可編程通信的前景和機遇

本報告探索並分析了可編程通信，提供了有關採用的驅動因素和阻礙因素、部署計劃以及感知收益和擔憂的數據。

內容

調查目的

主要發現

• 關鍵戰略要點

調查方法和結構

行業概況

• 市場定義
• 可編程通信的價值主張
• 競爭格局

CPaaS 和可編程通信的趨勢

• 使用 CPaaS 和可編程通信的優勢
• 分析 CPaaS 和可編程通信的優點
• CPaaS 的採用率增加，用例增加
• CPaaS 和可編程通信的採用分析
• 當前 CPaaS/可編程通信採用情況：按地區
• CPaaS 採用計劃：按地區
• CPaaS 採用計劃：按地區
• 投資 CPaaS
• CPaaS 和可編程通信的投資分析
• CPaaS 和可編程通信提供商的檢查和評估
• 了解可編程通信提供商的客戶評級
• 不使用 CPaaS 和可編程通信的主要原因
• CPaaS 和可編程通信問題分析

行業用例

• API 和 CPaaS 為跨行業的獨特工作流程提供支持
• 行業戰略以工作流程整合為基礎
• 在行業中實現工作流和嵌入式通信
• CPaaS 採用情況：按行業分類

增長機會 - CPaaS/可編程通信

• 增長機會 1：面向開發者和企業的交易 CPaaS
• 增長機會 2：核心的可編程通信
• 增長機會 3：適用於各類業務開發人員的低代碼/無代碼解決方案
• 增長機會 4：使定價模型與客戶類型保持一致

附錄

API Driven Communications Power Next Generation Customer and Employee Experiences

Frost & Sullivan defines programmable communications as any service or solution that enables developers to programmatically embed voice, video, chat, and messaging services within their business or consumer applications, business process or workflow automations. Through application programming interfaces (APIs), programmable communications expose capabilities either within a business's existing communications infrastructure or as an overlay alongside established communications solutions.

In this context, Communications Platform as a Service (CPaaS) offerings are just one path for businesses and developers to incorporate programmable communications elements into their applications and workflows. Increasingly, open APIs are being incorporated into new and even existing enterprise communications services, including SIP trunking services, unified communications as a service (UCaaS), contact center as a service (CCaaS), and video meetings platforms. Frost & Sullivan anticipates that some level of programmability will be incorporated into every communications service available to business customers over time.

CPaaS and programmable communications solutions exist to automate business processes and workflows and enable customer engagement across a wide array of digital channels. While many of the most common use cases for CPaaS have been focused on enhancing the customer experience (CX), our survey suggests that IT decision makers are looking increasingly inward and leveraging programmable communications to solve more employee experience (EX) challenges. Prior to the COVID-19 pandemic, CPaaS adoption was tied closely to large-scale and slow-moving digital transformation efforts being undertaken by businesses. However, the onset of the pandemic and the ensuing lockdowns and social distancing mandates forced a rapid acceleration of existing digital transformation efforts and launched a multitude of new initiatives. Organizations of all sizes underwent a radical adaptation of their business processes and, in some cases, their entire business models, in order to survive. Engaging with customers via digital channels moved beyond being a differentiator for digital-native companies and instead quickly became part of industry and vertical best practices. However, there are challenges to broad adoption of CPaaS, including a lack of skill set to deploy the solution or an inability to find a trusted provider in the CPaaS space.

As part of our ongoing research, Frost & Sullivan sought to measure the current use and future decision-making behavior toward communications and collaboration solutions across industry verticals, customer segments, job roles and geographic regions. More specifically, this study provides data on adoption drivers and restraints, deployment plans, and perceived benefits and concerns, with regard to programmable communications, APIs, and CPaaS tools.

Table of Contents

Research Objectives

• Research Objectives

Key Findings

• Key Strategic Takeaways

Research Methodology and Structure

• Research Methodology
• Respondent Demographics

Industry Overview

• Market Definition
• The Value Proposition of Programmable Communications
• Competitive Landscape

CPaaS and Programmable Communications Trends

• Benefits of Using CPaaS and Programmable Communications
• Benefits Analysis of CPaaS and Programmable Communications
• CPaaS Adoption Grows and Use Cases Abound
• Adoption Analysis of CPaaS and Programmable Communications
• Current CPaaS/Programmable Communications Adoption by Region
• Planned CPaaS Adoption by Region
• Planned CPaaS Adoption by Region
• CPaaS Investments
• Investment Analysis of CPaaS and Programmable Communications
• CPaaS and Programmable Communications Provider Consideration and Evaluations
• Understanding Customer Evaluations of Programmable Communications Providers
• Top Reason for Not Using CPaaS and Programmable Communications
• Challenges Analysis of CPaaS and Programmable Communications

Vertical Use Cases

• APIs and CPaaS Enhance Unique Workflows in Different Verticals
• A Vertical Strategy is Built on Workflow Integration
• Enabling Workflows and Embedded Communications in Verticals
• CPaaS Adoption by Industry

Growth Opportunity Universe- CPaaS/Programmable Communications

• Growth Opportunity 1: Transactional CPaaS for Developers and Enterprises
• Growth Opportunity 2: Programmable Communications at the Core
• Growth Opportunity 3: Low-Code/No-Code Solutions for Every Type of Business Developer
• Growth Opportunity 4: Aligning Pricing Models With Customer Types

Appendix

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• Growth Opportunities Fuel the Growth Pipeline Engine™
• List of Exhibits
• Legal Disclaimer