Telestax Blog

Telestax 2020 Year in Review

CPaaS enablement drives innovation, partnerships, and strategic product releases amidst a turbulent year.

What a difference a year can make. We closed out 2019 at Telestax with three big partnership announcements (Zain Jordan, JUNO Software, and Kakapo Systems) as everyone in the CPaaS space looked toward 2020 with hope and excitement.

There was certainly a lot to be excited about. According to IDC Market Analysis, the worldwide voice and text messaging communications platform as a service (CPaaS) market was forecast to grow from $2 billion in 2017 to $10.9 billion in 2022 with a growth rate of almost 40 percent. Organizations were lining up to add APIs to their portfolio, hoping to leverage the tremendous interest and demand.

However, there were also plenty of challenges to be met. In the first quarter of the year, the novel coronavirus, COVID-19 emerged as a pandemic sending organizations across the globe scrambling to mitigate its devastating effects.

The Need for Innovative Solutions

Building on our strength in communications APIs and innovation, Telestax collaborated with select partners to test and develop effective COVID-19 virus management strategies and solutions that rely on CPaaS. The dual purpose of helping to keep the employees on premises safe, while also ensuring security and professionalism for those working from home, is one of the most attractive aspects of the mitigation solution, uniquely enabled by programmable voice and programmable SMS.

Speaking of SMS, one of the most talked about challenges of the ubiquitous communications platform, Microsoft Teams was finally solved this year. That’s right, businesses can now send a text message directly to their accounts from the Teams platform with Message Exchange for Microsoft Teams. Telestax Chief Commercial Officer, Kevin Nethercott reports that it was literally the most requested capability from US-based Telestax Partners.

We also rolled out Call Queuing to boost the productivity and professionalism of hardworking remote agents. To begin handling calls, they can now grab a headset and log in from anywhere. Adding new Number Masking with Advanced Features introduces the professionalism of a business phone number for a cloud-based contact center, ride-share applications, and more. The Concurrent Numbers feature allows organizations to use the same phone number in multiple sessions simultaneously for added cost savings and the optimization of resources.

Strategic Partnerships

At Telestax, we talk a lot about our Partners and are always excited to celebrate another winning combination. With that in mind, we had the opportunity to welcome AveriStar, NUSO, and Proximus to the Telestax family this year, expanding our services and capabilities to business customers around the world.

Though we are constantly recognized for our unique and differentiating sales enablement strategy, in 2020 we took it to the next level with a full CPaaS Sales Certification Training available onsite as well as in a virtual format. We had the opportunity to certify 100 team members from around the world, and as a result, observed a definite lift in CPaaS demand among Partner accounts participating in the training.

Predictions for 2021 and Beyond

Great things lie ahead. According to Juniper Research, the CPaaS market is set to increase over the next five years, as the total value will reach $25 billion in 2025; rising from $7 billion this year. There’s never been a better time to talk about how getting key CPaaS capabilities into the hands of your enterprise customers can help them to reach their business goals and capitalize on the digital transformation.

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