プログラマブルコミュニケーションの見通しと機会

当レポートでは、プログラマブルコミュニケーションについて調査分析し、採用の促進要因と抑制要因、展開計画、認識されているメリットと懸念事項に関するデータを提供しています。

目次

調査の目的

主な調査結果

• 主な戦略的ポイント

調査手法と構造

業界の概要

• 市場の定義
• プログラマブルコミュニケーションの価値提案
• 競合情勢

CPaaSとプログラマブルコミュニケーションの動向

• CPaaSとプログラマブルコミュニケーションを使用する利点
• CPaaSとプログラマブルコミュニケーションのメリットの分析
• CPaaSの採用が拡大し、ユースケースが増加
• CPaaSとプログラマブルコミュニケーションの採用の分析
• 現在のCPaaS/プログラマブルコミュニケーションの採用：地域別
• CPaaS採用計画：地域別
• CPaaS採用計画：地域別
• CPaaSへの投資
• CPaaSとプログラマブルコミュニケーションの投資分析
• CPaaSとプログラマブルコミュニケーションプロバイダーの検討と評価
• プログラマブルコミュニケーションプロバイダーに対する顧客の評価の理解
• CPaaSとプログラマブルコミュニケーションを使用しない主な理由
• CPaaSとプログラマブルコミュニケーションの課題の分析

業界の使用事例

• APIとCPaaSがさまざまな業界で独自のワークフローを強化
• 業界の戦略はワークフロー統合に基づいて構築される
• 業界におけるワークフローと組み込みコミュニケーションの実現
• CPaaSの採用：業界別

成長機会 - CPaaS/プログラマブルコミュニケーション

• 成長機会1：開発者と企業向けのトランザクションCPaaS
• 成長機会2：コアにおけるプログラマブルコミュニケーション
• 成長機会3：あらゆる種類のビジネスデベロッパー向けのローコード/ノーコードソリューション
• 成長機会4：価格モデルを顧客のタイプに合わせる

付録

API Driven Communications Power Next Generation Customer and Employee Experiences

Frost & Sullivan defines programmable communications as any service or solution that enables developers to programmatically embed voice, video, chat, and messaging services within their business or consumer applications, business process or workflow automations. Through application programming interfaces (APIs), programmable communications expose capabilities either within a business's existing communications infrastructure or as an overlay alongside established communications solutions.

In this context, Communications Platform as a Service (CPaaS) offerings are just one path for businesses and developers to incorporate programmable communications elements into their applications and workflows. Increasingly, open APIs are being incorporated into new and even existing enterprise communications services, including SIP trunking services, unified communications as a service (UCaaS), contact center as a service (CCaaS), and video meetings platforms. Frost & Sullivan anticipates that some level of programmability will be incorporated into every communications service available to business customers over time.

CPaaS and programmable communications solutions exist to automate business processes and workflows and enable customer engagement across a wide array of digital channels. While many of the most common use cases for CPaaS have been focused on enhancing the customer experience (CX), our survey suggests that IT decision makers are looking increasingly inward and leveraging programmable communications to solve more employee experience (EX) challenges. Prior to the COVID-19 pandemic, CPaaS adoption was tied closely to large-scale and slow-moving digital transformation efforts being undertaken by businesses. However, the onset of the pandemic and the ensuing lockdowns and social distancing mandates forced a rapid acceleration of existing digital transformation efforts and launched a multitude of new initiatives. Organizations of all sizes underwent a radical adaptation of their business processes and, in some cases, their entire business models, in order to survive. Engaging with customers via digital channels moved beyond being a differentiator for digital-native companies and instead quickly became part of industry and vertical best practices. However, there are challenges to broad adoption of CPaaS, including a lack of skill set to deploy the solution or an inability to find a trusted provider in the CPaaS space.

As part of our ongoing research, Frost & Sullivan sought to measure the current use and future decision-making behavior toward communications and collaboration solutions across industry verticals, customer segments, job roles and geographic regions. More specifically, this study provides data on adoption drivers and restraints, deployment plans, and perceived benefits and concerns, with regard to programmable communications, APIs, and CPaaS tools.

Table of Contents

Research Objectives

• Research Objectives

Key Findings

• Key Strategic Takeaways

Research Methodology and Structure

• Research Methodology
• Respondent Demographics

Industry Overview

• Market Definition
• The Value Proposition of Programmable Communications
• Competitive Landscape

CPaaS and Programmable Communications Trends

• Benefits of Using CPaaS and Programmable Communications
• Benefits Analysis of CPaaS and Programmable Communications
• CPaaS Adoption Grows and Use Cases Abound
• Adoption Analysis of CPaaS and Programmable Communications
• Current CPaaS/Programmable Communications Adoption by Region
• Planned CPaaS Adoption by Region
• Planned CPaaS Adoption by Region
• CPaaS Investments
• Investment Analysis of CPaaS and Programmable Communications
• CPaaS and Programmable Communications Provider Consideration and Evaluations
• Understanding Customer Evaluations of Programmable Communications Providers
• Top Reason for Not Using CPaaS and Programmable Communications
• Challenges Analysis of CPaaS and Programmable Communications

Vertical Use Cases

• APIs and CPaaS Enhance Unique Workflows in Different Verticals
• A Vertical Strategy is Built on Workflow Integration
• Enabling Workflows and Embedded Communications in Verticals
• CPaaS Adoption by Industry

Growth Opportunity Universe- CPaaS/Programmable Communications

• Growth Opportunity 1: Transactional CPaaS for Developers and Enterprises
• Growth Opportunity 2: Programmable Communications at the Core
• Growth Opportunity 3: Low-Code/No-Code Solutions for Every Type of Business Developer
• Growth Opportunity 4: Aligning Pricing Models With Customer Types

Appendix

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• Growth Opportunities Fuel the Growth Pipeline Engine™
• List of Exhibits
• Legal Disclaimer