In today’s fast-changing world, managing business communications in agile and innovative ways to address shifting customer expectations and engagement patterns has become a priority — and many businesses are turning to CPaaS (Communications Platform as a Service) to solve this challenge.
In its Market Guide for Communications Platform as a Service (September 2022), Gartner predicts that “by 2026, 90% of global enterprises will leverage CPaaS as a strategic IT skill set to maintain digital competency, up from 30% in 2022.”
But not all CPaaS providers are created equal.
The IDC MarketScape, Worldwide Communications Platform-as-a-Service (“CPaaS”) 2023 Vendor Assessment (doc #US50607923, May 2023) recognized Sinch as a Leader for the second time.
But what does it mean for businesses and their customers?
Global customer communications — without the complexity
Connecting people and business in today’s digital landscape is complicated. Here at Sinch, we’re all about keeping it simple for our clients. We’ve built our CPaaS platform, the Customer Communications Cloud, to help businesses like yours connect with their audiences across all the channels they use, anywhere in the world, and drive true business outcomes.
“The digitalization of business and society continues apace and digital communication is the linchpin that enables the transformation,” said Sinch CEO Laurinda Pang.
“Through organic and acquired growth, we have established Sinch as a leading global market force with a powerful offering in messaging, voice and email.
“We know that a good digital customer experience takes advantage of every communication channel where it has the greatest impact. An email is often the most suitable way to confirm an order, package delivery notices are best sent by text and customer service issues are ideally handled with a voice call or via WhatsApp. Our cloud communication services make it easier for businesses to use the right communication channel at the right time.”
What makes Sinch a Leader according to the IDC MarketScape
The IDC MarketScape notes, “With its deep networking interconnections to mobile operators and local presence in 64 countries, Sinch has a strong foundation for reliable and quality service delivery.”
It also underlines Sinch’s wide-ranging portfolio, and how it “caters to many needs and levels of expertise, from developers to lines of business/product managers.”
“While the company has historically focused on messaging services, today it has evolved to a its comprehensive portfolio of communication features API’s ranging from voice, to messaging, email, video, verification, and conversational API’s. Aside from CPaaS API’s the vendor has built out its SaaS capabilities to a broad portfolio that includes contact center (CC), conversational AI, and (marketing) campaign solutions and services,” wrote Courtney Munroe, Research Vice President of Worldwide Telecommunications Research, IDC.
Munroe also notes, “Consider Sinch when you are a globally operating company and are looking for a CPaaS provider with a deep, global coverage and a robust portfolio spanning basic communications API’s as well as low-no-code and SaaS solutions with profound marketing and customer engagement capabilities.”
“When you are a smaller sized business, you will want to explore Sinch’s customer engagement portfolio that is specifically designed for this market segment and ultra easy to deploy. In addition to the vendor's global coverage, local and regional companies will also benefit from Sinch's expertise around local regulatory environments, especially in Europe, United States, Brazil, and India.”
What is the IDC MarketScape and what does it mean for the CPaaS market?
IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of ICT (information and communications technology) suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market.
IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors.
Want to learn more about the CPaaS market and how Sinch helps businesses scale meaningful customer communications? Get a free excerpt of the IDC MarketScape!