Exotel featured in the Frost Radar: Communications platform as a service, 2025
How AI orchestration is rewriting the future of CPaaS. Frost & Sullivan benchmarked the leading CPaaS providers worldwide on growth, innovation, and AI readiness. Exotel was named a Leader with strong upmarket momentum across APAC, the Middle East, and Africa.
About this report
Three shifts the report tracks
Transactional APIs → AI-powered engagement orchestration
Programmable communication used to mean a send-and-forget API. Now it means a workflow. Gen AI and agentic AI sit on top of every API call. Buying CPaaS in 2025 means buying orchestration, not connectivity.
CPaaS as a silo → CPaaS, CCaaS, and AI converged
Frost positions CPaaS as the digital experience layer, not a separate line item. The shortlist is no longer “who has the cleanest messaging API.” It is “who can run the whole customer journey on one stack.”
Connectivity-led → Trust, security, and network API-led
Telco-grade reliability is now the floor, not the ceiling. Regional regulatory alignment, network API exposure (number verification, SIM swap, location), and AI safety posture are table stakes.
What sets Exotel apart
Four areas the report touches on.
A unified stack: CPaaS + CCaaS + conversational AI
One platform, one context layer, one place to operate from. Not three tools bolted together.
Harmony AI framework
Agenoid, the Conversational Context Data Platform, Agent-Monitored Conversations, and Advanced Quality Monitoring, all working from the same...
Augment first, modernize later
A pragmatic GTM that meets brownfield voice estates where they are, and modernizes them on a timeline buyers can defend internally.
Voice-first by design
Built on our own telephony network, with deep voice capabilities and a dedicated voice streaming layer (AgentStream). In a market where voice is...
Who this report is for
CX and digital leaders
Get an outside view of where CPaaS is heading and which providers are pulling ahead on AI.
Procurement and vendor strategy
Use the growth and innovation indices to filter a long list into a real shortlist.
Product and platform teams
See how analysts now evaluate CPaaS, CCaaS, and AI as one stack, not three line items.
