Vendor assessment. This report evaluates the communications platforms as a service (CPaaS) offerings of ten vendors: Bandwidth, Cisco Webex Mobile, Infobip, Kaleyra, Microsoft Azure Communications Services, Sinch, Syniverse, Tata Communications/DIGO, Twilio, and Vonage.
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Omdia Universe: CPaaS Platform Providers, 2023–24
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Omdia Universe: CPaaS Platform Providers, 2022–23
Vendor Assessment / 28 Jun 2022 / Pamela Clark-Dickson
Vendor assessment. This report evaluates the communications platforms as a service (CPaaS) offerings of seven vendors: Avaya, Bandwidth, Infobip, Sinch, Syniverse, Twilio, and Vonage.
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2023 Trends to Watch: CPaaS
Report / 20 Jan 2023 / Pamela Clark-Dickson
In 2023, as newer CPaaS players bed down their offerings, seasoned vendors will help their enterprise customers to improve their customer engagement with technologies such as customer data platforms and AI-based capabilities.
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The State of Digital CX 2023: Survey Analysis
Report / 24 Jul 2023 / Mila D'Antonio
Aims to help readers uncover the technologies that are creating connected customer experiences, determine the barriers to digital CX advancement, and understand the strategies enabling companies to succeed in their digital CX efforts.
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The Analyst Team
Mila D'Antonio
Follow AnalystPrincipal Analyst, Customer Engagement
Mila D’Antonio is a principal analyst on Omdia’s Customer Engagement team where she focuses on enterprise applications that enable personalized and connected customer engagement. Mila analyzes key developments in customer engagement applications and emerging tech that improve customer interactions and enable personalized, relevant engagements. That includes research on customer engagement platforms, customer data platforms, customer journey orchestration, and conversational AI.
Prior to joining Omdia, formerly Ovum, in 2017, Mila worked as editor-in-chief at 1to1 Media. In addition, she holds a degree from the University of Pittsburgh where she studied English, journalism, and political science.
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David Myron
Follow AnalystPrincipal Analyst, Customer Engagement
As part of Omdia’s enterprise IT team, David focuses on contact center as a service, workforce engagement management, and AI solutions, as well as agent staffing trends. He provides insights into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs.
David is a multiple award-winning writer who began covering the contact center industry in 2001 as the customer service and support editor at CRM magazine. He later served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and the founding editor of SmartCustomerService.com. David holds a Bachelor of Arts in communication (with a concentration in journalism) from Hofstra University.
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