Global communications company Mitto has earned a position in the 2023 Gartner Magic Quadrant for CPaaS, a noteworthy accomplishment in a year that has seen the Swiss tech company experience significant growth and successful partnerships with a variety of businesses around the world.
Mitto provides omnichannel communications solutions that offer businesses the tools they need to become more effective and efficient in customer engagement. The Swiss tech company provides access to a host of communications technologies, including SMS, Voice, Viber, WhatsApp, Facebook Messenger, Google Business Messages, and more. They also offer a growing list of integrations with powerful, popular digital platforms.
“We believe our positioning in the Gartner report reflects our deep expertise and immense value as a CPaaS provider,” Andrea Giacomini, CEO of Mitto, said in a news release. “The demand for reliability and quality in cloud communications has never been higher. Our advanced, AI-driven routing platform ensures global enterprises reach their customers with speed and cost efficiency.”
The announcement comes near the end of a year that has seen Mitto partner with Shopify and help leaders at global businesses improve communication in a variety of industries, from international software and biotech to cosmetics and jobsites.
Mitto Earns Recognition in 2023 Gartner Magic Quadrant for CPaaS
The Significance of Inclusion in the Gartner Magic Quadrant for CPaaS
Gartner created the Magic Quadrant with the idea that a company CIO could use it to evaluate CPaaS providers. It’s a growing need as businesses in all industries conduct more customer interactions and transactions on the internet. Gartner projects that by 2026, 90% of global enterprises will leverage CPaaS as a strategic IT asset.
The Magic Quadrant often is the first place a business will go when evaluating companies and products in the IT industry. It is designed to help companies identify the providers who offer the products and services that best match their strategy and vision.
According to Gartner, the Magic Quadrant allows business leaders to quickly educate themselves on competing tech providers, as well as their ability to deliver what end users require both today and in the future. They also can learn how tech providers position themselves competitively and the strategies they use to compete for users.
Gartner defines CPaaS as a cloud-based platform employed by developers to construct and incorporate various communication functionalities through APIs, software development kits (SDKs), integrated development environments (IDEs), and supporting documentation. These CPaaS tools streamline access to numerous communication channels, including voice, SMS, video and other messaging formats, along with security features like API authentication.
Cloud-based CPaaS platforms allow businesses to embed real-time communications capabilities into their applications and services. These enhance customer engagement, automate communication workflows, and enable various forms of collaboration.
The Magic Quadrant evaluates CPaaS providers in two main areas: ability to execute and completeness of vision. The ability to execute assesses a company’s product/service capabilities, market performance, overall viability, financial health, and operational capabilities. The completeness of vision involves evaluation of a company’s innovation, marketing strategy, product development, industry strategies, geographic strategies, and vertical/industry strategies.
Mitto’s AI-Enabled Network Offers Reliability
Mitto has a straightforward mission that it explains on the company website: “Our mission is to deliver reliable, high-quality communications between businesses and their customers, every time.”
The company, founded in 2013 and headquartered in Zurich, Switzerland, started with just a handful of telecommunication industry experts. It has grown rapidly in the ensuing years, proving successful in attracting large enterprise customers, many of them with a global reach.
Mitto differentiates itself from competitors in a variety of ways. One of the most well known is its use of an AI-enabled network that is continuously monitored, offering a high level of reliability. The company also provides a sales, support and customer staff that is dispersed in locations around the world, giving customers 24/7 access to support and guidance.
Mitto offers a range of communications solutions, including SMS services that allow businesses to send and receive messages globally. This can be used for notifications, alerts, marketing, and various other communication needs. Mitto also offers voice communication capabilities, enabling businesses to integrate voice calling features into their applications or services. This can be used for voice notifications, authentication, and other voice-based interactions.
Another important service offered by Mitto is Number Lookup, which allows businesses to validate phone numbers, ensuring they are accurate and active before sending messages or making calls.
Mitto also offers a large and growing list of integrations. They include HubSpot, Shopify, Salesforce Marketing Cloud, Auth0, Oracle Responsys, Power Automate, and Eloqua.
The Importance of CPaaS to Businesses
CPaaS services are integral to modern businesses looking to optimize communication strategies. They offer a versatile and scalable solution for reaching and engaging customers. The goal is to improve customer satisfaction and boost business success.
CPaaS play a crucial role in enhancing communication capabilities for businesses in several key ways. First and foremost, they offer a cost-effective way to enhance customer engagement, allowing businesses to interact with customers through a wide variety of text, voice and video channels. The ability to perform real-time communications improves customer satisfaction.
Businesses can also become more efficient in communicating with clients by automating certain tasks. For example, CPaaS allows businesses to send automated notifications, appointment reminders, or transactional messages.
CPaaS solutions offered through Mitto also integrate with existing business applications and offer businesses worldwide coverage, allowing them to communicate with customers on a global scale. At the same time, these systems allow for personalized messaging to individual demographics.
A Year of Growth For Mitto
The inclusion of Mitto in the 2023 Gartner Magic Quadrant for CPaaS added to what has been a significant year for the company. Just a week after the Gartner Magic Quadrant announcement, Mitto announced it now offers Oracle Responsys users easy connectivity to WhatsApp Business through the Oracle Marketplace. Mitto’s WhatsApp Business solution gives users the ability to engage 2 billion customers in 190 countries.
In September, Mitto earned the Best Overall Conversational Marketing award from MarTech Breakthrough, an annual award given to companies that offer innovative products, solutions, and services.
Mitto also has experienced success with a variety of global clients. For example, Italy-based WYCON Cosmetics increased SMS deliverability and return on investment by using Mitto’s SMS API and integration solutions. Other clients that have achieved success working with Mitto include global biotech company Roche and Bayt, the leading online job site in the Middle East and North Africa.
Kingsoft Corporation, an international software development company based in Beijing, reported increased customer satisfaction and security after working with Mitto.
The company also has been active in research and expanding its integrations. Mitto integrated with Shopify in early 2023, offering clients fast, reliable two-way A2P messaging directly to customers.
At that time, Mitto also conducted a survey of online shoppers, finding that 93% leave at least one item in their online shopping cart before purchasing or leaving. However, the survey also found that when sent an SMS/text messaging reminder, 73% said they would likely return to their abandoned cart. These reminders worked best with Millennials and Gen Z – 78% said they are likely to return to an abandoned cart if sent a text message reminder.
Giacomini said in a news release that the research helped underscore the potential of integrating Mitto’s services with Shopify. “SMS reminders have the ability to bring customers back into their carts and often through to purchase,” he said. “Mitto’s integration with Shopify arms merchants with direct messaging capabilities to engage in the types of meaningful two-way conversations customers want, and highlights Mitto’s continued push to advance our capabilities to meet the evolving needs of digital brands.”
