There are traditional cloud phone systems that have captured 14% of the market. Google Voice, Sideline, Grasshopper, Phone.com to name a few.
These solutions are outdated, not maintained or barely updated, and compete on phone system features and pricing. They do offer a second phone line for business but outside of that, they are not solving enough problems.More modern phone systems like Dialpad are focused on larger businesses with different needs.
Communication products that offer CRM-like capabilities like Front, Intercom, Drift, and so on are primarily focused on email and live chat as their core channels. For our target market, live chat is not a channel they use and they are happy with Gmail as their email client.
Products like Facebook, WhatsApp, Telegram and iMessage are offering their own business solutions and what they are doing is fragmenting the communication space even more and forcing small businesses to be active on many channels. This gives us the opportunity to integrate with all these channels and create a unified place for all business communications.
None of the existing players we named here can simply add a phone system or CRM to their product to compete with us.
Building a phone system first CRM is not an afterthought, it impacts every decision in the product.
I think our biggest competitor is some unknown startup building towards the same vision as us somewhere in the world right now.