Gartner® names Cisco a Visionary CPaaS vendor in its Magic Quadrant™

Today’s customers demand frictionless interactions across all digital channels—and they expect them to be timely, convenient, and contextually relevant.

That’s why Gartner predicts that by 2026, 90% of global enterprises will leverage communications platform as a service (CPaaS) as a strategic IT skill set to maintain digital competency, up from 30% in 2022. And with the right CPaaS partner, building and automating meaningful customer journeys at scale has never been simpler.

Gartner echoes this sentiment in its first ever Magic Quadrant™ for CPaaS, offering a comprehensive view of the market’s competitors in which it recognizes Cisco as a Visionary vendor.

In this article, you’ll learn what sets Cisco apart from other CPaaS vendors and how our solution—Webex Connect—helps organizations like yours connect and enhance the customer experience (CX).

How Webex Connect enables great CX

This is a significant moment for Cisco and Webex Connect. After more than 20 years of industry experience, the publication of a dedicated Gartner Magic Quadrant for CPaaS tells us that the industry is catching up with our vision of CX success.

We understand how hard it can be to meet customers where they are with timely and personalized interactions, especially when the required insights are kept out of reach across a complex sprawl of disparate systems and siloed teams.

That’s why Webex Connect enables the latest communication channels to be built into existing processes and applications, as well as  backend systems—enabling everyone to orchestrate meaningful customer journeys in a single, cloud communications platform.

2023 Gartner® Magic Quadrant™ Report

Read the Gartner Magic Quadrant report for CPaaS to find out what makes Cisco a Visionary CPaaS vendor.

See report

What can Webex Connect do for your enterprise?

Webex Connect enables anybody to create connected customer journeys that nurture trust, deliver great experiences and add brand value.

Traditionally, enterprises required strong coding knowledge or IT intervention to develop and automate omnichannel experiences. With our low-code visual builder, even people with minimal IT expertise can orchestrate intelligent journeys that account for customer context, preferences, and historical behavior.

We also offer a developer sandbox that lets IT and developers try Webex Connect for free in a safe, pre-configured testing environment. This includes all our APIs, SDKs, and advanced CPaaS capabilities, so you know exactly what you can achieve if you invest in our platform.

We also take great care to protect your existing investments, including business systems, databases, and infrastructure, using our flexible integration approach to leverage your existing systems.

For example, Centrica, a UK energy provider, utilized Webex Connect to help deflect customer voice calls to WhatsApp and SMS from its existing IVR system. Their service teams also use Webex Engage to manage conversations and access customer details such as conversation histories and inquiry data.

More than 13,700 customers used the deflection service in its first week, encouraging Centrica to scale up its automated chatbot and self-serve capabilities in the future.

Likewise, Domestic & General, a leading provider of household appliance insurance, needed to modernize its manual repair and claims processes which relied heavily on voice calls and postal mail. By integrating Webex Connect and Webex Engage with its back-end management system, it can now send automated status updates across major digital channels—reducing manual call volumes to its contact center. It also set up a web chat channel to enable customers to book repairs online, streamlining its workflows and boosting customer satisfaction.

Help us write our next chapter

Our recognition in the Gartner Magic Quadrant for CPaaS may be cause for celebration, but we still have plenty of work to do.

With new capabilities, a broader go-to-market strategy, and a dedicated CPaaS partner enablement program on the horizon, it’s an ideal time to see what Webex Connect can do for your organization.

But don’t just take our word for it—you can read the full Gartner Magic Quadrant for CPaaS here.