Research
Research, not hype.
What is actually happening in Intelligent Engagement, and what it means commercially: who buys, who pays, and who keeps the value. Written with the analysts who cover this market, tested against what members see in the field, and published openly. It is the foundation for everything else we do: the shared fact base our rooms, introductions and events run on.
State of Intelligent Engagement 2026
The opportunity is real. The value is not landing yet. A year after we set out six paths to growth, this report scores them against the evidence. And it asks who keeps the value as intelligence moves into every business interaction.
The shelf
Every report, in one place
What operators, platforms and enterprises are actually buying, and what is still only declared. Out now: free public edition; Detailed report for members, or with a yearly subscription.
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As conversations become computable, value moves from carrying interactions to orchestrating the intelligence that runs them.
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The report that set out six paths to growth, and the story the industry needs to tell, and prove, about Intelligent Engagement.
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First learnings from real deployments: what works, what blocks adoption, and how to get from pilot to business impact.
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From a scattered set of communication tools to one strategic idea: real-time, AI-driven engagement. The paper that set out what that means.
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Where it started: our first State of CPaaS report, written with analysts and industry players.
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Built with the market, not about it
With the analysts
Every report is written with the analysts who cover this market, so the numbers and the narrative hold up.
Tested by members
Findings are argued out with operators, platforms and innovators in our rooms, at CAVE and at CASA, so they reflect what is happening in the field, not just in the slides.
Published openly
We publish what we learn, because a rising tide lifts all boats and a market that understands itself grows faster.
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Shape the next report
Members bring the questions, the evidence and the reality check. The research agenda is set by the people doing the work.