Cisco named once again in 2024 Gartner® Magic Quadrant™ for CPaaS.
Cisco has been recognized for the second year in a row in the 2024 Gartner® Magic Quadrant™ for CPaaS. Learn how Cisco has been evaluated for Webex Connect.
Charlotte Jewsbury
4 minute read
Contents
In 2023, amid rapid market growth, Gartner® published its first ever Magic Quadrant™ for Communications Platform as a Service (CPaaS), and we were honored to be named as “a Visionary” provider in the report.
In the year since then, the CPaaS landscape has continued to evolve at speed. Recent forecasts project the market’s value to reach $61.59 billion by 2029, growing at a CAGR of 30.4% over the next five years.
During this ongoing market growth and change, Webex Connect—Cisco’s enterprise-grade CPaaS platform—has been evolving too.
In the 2024 edition of the Gartner® Magic Quadrant™ for Communications Platform as a Service, we’ve once again been recognized as “a Visionary” CPaaS provider.
What’s new for Webex Connect in 2024?
As the name suggests, one of the key strengths of Webex Connect is its connection and integration with other channels, systems, and applications.
We’re always looking for new ways to enhance the Webex Connect experience, such as by integrating it with other Cisco products and popular third-party systems. This enables those systems to trigger outbound customer interactions and receive back data for real-time connectivity and visibility.
Our library of prebuilt integrations is forever expanding too, so if we can’t offer plug-and-play functionality with a preferred CRM, ERP, payment vendor, or marketing platform today, we may do sometime very soon.
Another standout feature that’s helped increase Webex Connect’s accessibility is our visual flow builder. It lets you build and configure multi-step customer interactions with minimal programming or scripting efforts—all in a simple, drag and drop interface. And when users need additional help to build engaging, end-to-end communication journeys, our co-creation model gives them access to expert resources and support.
Following the Gartner recognition in the 2023 Magic Quadrant for CPaaS report, we’ve built even stronger connections and integrations for the Webex Connect platform. We’ve already received great feedback about those additions from our clients, and being recognized as “a Visionary” CPaaS provider once again is a huge honor for all of us at Cisco.Jay Patel VP and GM, Webex CPaaS Solutions
The CPaaS market goes from strength to strength
According to the report, by 2028, 90% of global enterprises will leverage CPaaS to operationalize CX and engagement, up from 50% in 2023.
As the range of capabilities offered by platforms like Webex Connect has grown, the business case for CPaaS cannot be ignored. Innovative capabilities such as Webex Connect’s integrated AI and automation functionality are making it simple for organizations to apply AI in ways that generate value for their business and customers alike.
In fact, according to Gartner®, by 2028, 80% of enterprises using CPaaS for operationalizing experiences for customer experience will use generative AI-based conversational AI capabilities, up from 20% today.
What’s next for Webex Connect?
It’s great to have Cisco recognized by Gartner®. But in many ways, our journey is just beginning.
We’re constantly building new capabilities and integrations to help Webex Connect users transform customer interactions, build engaging new journeys, and leverage emerging technologies like AI and Rich Communications Services (RCS).
For example, out-of-the-box support for RCS makes it easier than ever to combine the reach of SMS with rich media capabilities. This means you can create and deliver app-like experiences to your customers’ device-native inboxes—no downloads required. Plus, Branded Text helps build trust in your RCS texts by including a verified checkmark beside your company name and logo at the head of every conversation.
Launched this year, our community-driven partner program is expanding routes to market and bringing CPaaS to new audiences around the world. It’s powered by the Integration Studio for Partners, a self-service portal that lets you quickly build reusable CPaaS integrations for private use or as a marketable solution for recurring revenue.
It’s our mission to make transformational CPaaS capabilities accessible to all businesses and enable you to seamlessly integrate CPaaS into existing technology estates. Just like how Kaleida Health integrated its Cerner EHR system with Webex Connect to automate real-time, two-way appointment reminders, helping it create more efficient and accessible patient journeys.
To learn more about Webex Connect and how Cisco was evaluated as “a Visionary”, read the full 2024 Gartner® Magic Quadrant™ for CPaaS.
Gartner, Magic Quadrant for Communications Platform as a Service, Lisa Unden-Farboud, Ajit Patankar, Pankil Sheth, Brian Doherty, 24 June 2024
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