Six months ago I wrote that “CPaaS is a victim of its own success. The founding principle was to free communications from the grip of the carriers. But now many carriers have a CPaaS offering.”
Some folks responded that the point of CPaaS was not to demote the carriers, and that its success should be judged by the new products that it enables and not by whether it’s a net plus or minus for carriers. I admit it is easy to get wrapped up in, “inside baseball” type discussions. Maybe I spend too much time with analyst types.
So, what is the right way to judge success? What lasting impact do we expect CPaaS to leave?
This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. Plus, we already published 
A number of call center companies reported earnings in the last few weeks, so it’s time once again for an informal, semi-regular, not-at-all-intended-as-investment-advice look at what’s going on. Twilio and RingCentral both had a bumper crop of news and their stock prices have reflected that; this continues the momentum from the 
A year ago, the CPaaS (Communications Platform as a Service) space seemed settled into comfortable middle-age. Twilio had won the game in terms of “API for sending messages and making calls”. Nexmo had been acquired by Vonage. Tropo by Cisco. Zang by Avaya.
As part of keeping up with the industry, we follow publicly-traded companies for which the call center is a significant component of their business. Earnings time has come around again, so let’s see what can be discerned about the near term future of the sector. Given that this is just a blog post, consider it a casual review, focusing just on companies with recent interesting news.
It’s earnings time. We’ve been following publically-traded companies for whom cloud call center is a significant component of their business. Many released financial results in the past couple weeks, so let’s see what can be discerned about the near term future of the sector. This isn’t an exhaustive review, of course. To keep the blog post digestible, we are just focussing on companies with interesting news. This quarter that’s Avaya, Five9, RingCentral and Twilio.![3 Takeaways from Our Live Discussion on How the Twilio / Amazon ‘Stack’ is Changing the Call Center [Video]](https://fonolo.com/wp-content/uploads/2018/03/3-Takeaways-from-Our-Live-Discussion-on-How-the-Twilio-Amazon-‘Stack’-is-Changing-the-Call-Center-Video.png "3 Takeaways from Our Live Discussion on How the Twilio / Amazon ‘Stack’ is Changing the Call Center [Video]")
Last week, Fonolo hosted an insightful live discussion on how the new Twilio / Amazon “stack” will impact call center technology decisions moving forward. This expert panel discussed the unexpected power couple, the impact on call center innovation, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
