Tim Banting - Senior Principal Analyst
Many CSPs have been little more than resellers for enterprise communications with few (if any) value-added capabilities for customers. With enterprises able to establish a direct relationship with UCaaS vendors, CSPs are becoming seen as mere network connectivity providers. MWC has ignored the opportunity to capitalize on the reinvention of the workplace, primarily as a result of COVID-19. Many organizations rapidly adapted their businesses to survive; consequently, their investment priorities have changed. MWC’s agenda reflects an industry that is slow to react to customers' emerging needs and expectations.
Indeed, the only MWC 30-minute session focused on the “The Future of Work, Collaboration, and Connectivity” is hosted by Agora, a real-time engagement API or “CPaaS” platform vendor. While the session will discuss how “cutting-edge applications of communication technology will shape our collective collaboration in 2026,” communications platform as a service (CPaaS) capabilities are a very familiar enterprise platform that customers can procure from a variety of vendors.
Few CSPs have added CPaaS capabilities to their platform. And, despite the threat of losing revenue from voice and messaging traffic to over-the-top unified communication and collaboration technology, many CSPs have been complicit in this marginalization by providing access to their networks via A2P and CPaaS vendors (e.g., Twilio).
Finally, enterprise communication tools have been developed primarily for knowledge workers. CSPs have not capitalized on this critical workplace persona—instead, vendors (such as Microsoft) are now providing specific functionality and licensing for this segment.
Omdia recommends that CSPs move away from a connectivity-led approach and concentrate on delivering business value. A focus on mobility (including 5G), IoT integration, and the needs of the frontline worker will play to the CSP's strengths, as will their managed services capability, particularly around security.
You can meet with Omdia's expert team at the following events:
Enterprise Connect (March 21–24, Orlando, FL)
London Tech Week (June 13–17, London)
