Frost & Sullivan’s 2025 IT decision-maker (ITDM) investigation was conducted to gain an understanding of the end-user organizations’ priorities like current communications & collaboration technology adoption rates, future adoption plans, the demand for communications platform as a service (CPaaS) and programmable communications functionality through flexible application programming interfaces (APIs), and the demand for the various communications modalities or digital channels currently available in CPaaS solutions.

• What growth opportunities are emerging for telecommunication carriers, unified communications as a service (UCaaS) providers, and UC technology vendors in the CPaaS landscape?
• How can organizations leverage increased CPaaS investments across API-enabled communication channels to strengthen their competitive position and drive growth?
• Which growth strategies are enabling IT decision-makers to maximize CPaaS for workflow automation and operational efficiency, beyond enhancing customer interactions?