Cisco named a Leader in IDC MarketScape for Worldwide CPaaS 2023

Cisco, a Global cloud communications platform (CPaaS) provider, has been named a Leader in the IDC MarketScape Worldwide Communications Platform as a Service (CPaaS) 2023.

Charlotte Jewsbury

3 minute read


For any consumer brand, a great customer experience is a huge competitive advantage. As our own research shows, the majority of customers are ready to switch if they can find a better experience elsewhere.

But adapting your existing systems to deliver that stellar experience can be slow and complex work. That’s why so many brands are looking to trusted Communications Platform as a Service (CPaaS) providers to simplify their transformation.

And we’re proud to say that Cisco has now been named a Leader in the IDC MarketScape Worldwide Communications Platform as a Service (CPaaS) 2023 Vendor Assessment, (IDC #US50607923, May 2023).

Leading the way with Webex Connect

Cisco’s enterprise CPaaS solution, Webex Connect, integrates flexibly with back-end systems to orchestrate, automate, and monitor customer interactions. It also gives everyone—from developers to line of business teams—the tools they need to build seamless customer experiences. In its independent analysis, IDC MarketScape advises businesses.

Consider Cisco if you are a large enterprise company with diverse employee communications and customer engagement requirements. The company will offer a global solution that will simplify and automate with a reliable, stable platform built for scale.
IDC MarketScape

So, what makes Webex Connect stand out from the crowd? And how is it helping enterprises to simplify and personalize their experiences, and delight their customers like never before?

Why we’re a Leader: End-to-end customer journeys

Courtney Munroe, Research Vice President, Worldwide Telecommunications Research at IDC, spoke to Cisco’s strengths within the report, highlighting our “full range of CPaaS and SaaS solutions for large enterprises across a variety of verticals”, and how we offer “a unique proposition to enterprises by enabling end-to-end customer journeys and experiences.”

What do those joined-up customer journeys and experiences entail? They can look like a customer receiving a discount coupon on their birthday, via their preferred messaging channel, for a product they love. Or quickly amending an existing order with the help of a conversational chatbot. Or being seamlessly transferred to a live agent, who greets them by name, and has full knowledge of an ongoing issue.

One company using CPaaS to orchestrate end-to-end customer communications is SMARTY. With the help of Webex Connect, the fast-growing mobile network provider has been able to bridge gaps between its existing systems and create personalized customer interactions on multiple channels.

Why we’re a Leader: Quick and simple development

A key strength of Webex Connect is the ability to offer a secure, scalable, and compliant enterprise-grade cloud communications platform for quick and simple development of communication-enabled enterprise applications.
Courtney Munroe, Research Vice President, Worldwide Telecommunications Research at IDC

We’re thrilled that the IDC MarketScape has also noted the speed and simplicity of developing applications with Webex Connect.

With our low-code, visual flow builder, anyone can map and automate a multichannel customer journey in minutes. This empowers line of business teams—who can drag and drop their way to an improved customer experience using pre-built components—while freeing developers for more demanding work.

For example, you might develop a journey that allows people calling in, to seamlessly transition to a digital channel, like WhatsApp. That’s exactly what leading utilities provider Centrica did, leading to Net Promoter Scores as high as +60.

Why we’re a Leader: Our expertise and experience

 In IDC MarketScape’s analysis of our strengths as a CPaaS provider, also notes:

  • Our long heritage of CPaaS and SaaS application integration

  • Our extensive experience in automation and personalization (using AI and NLP)

  • Our status as a stable, financially viable, well-known global brand

 IDC MarketScape Worldwide Communications Platform as a Service, 2023

Source IDC, 2023

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT 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. The Capabilities score measures vendor product, go-to-market, and business execution in the short term. The Strategy score measures the alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the icons.

And finally: Why we’re so proud to be recognized for CPaaS

It’s always an honor to be recognized by the IDC MarketScape. But this accolade is especially welcome, as it’s a testament to all the incredible work of our CPaaS team over the last twelve months.

As Jay Patel, Vice President and General Manager, Webex CPaaS Solutions puts it, “being named a Leader is a major achievement for Cisco and we believe is reflective of the integration, investment, and go-to-market progress we have made over the last year.”

The IDC MarketScape: Worldwide Communications Platform as a Service 2023 Vendor Assessment is their most ambitious study of the market to date. Download a free excerpt from the report to discover:

  • Expert analysis of the CPaaS space

  • Independent advice on choosing a CPaaS partner

  • A full summary of our strengths, as evaluated by IDC MarketScape

Get the IDC MarketScape excerpt

Download your free excerpt from the IDC MarketScape report today.