Modern messaging channels are growing more diverse and complex, many requiring specialized skillsets to setup and configure in order to make the most of new features. Communications platform as a service (CPaaS) offers a way to get the best of both, access to modern enterprise class messaging and collaboration technology while offloading the heavy lifting for much of the infrastructure support and configuration requirements.
Communications platform as a service (CPaaS) adoption is accelerating as organisations manage multichannel environments in order to serve their customers better and operate more efficiently. IDC forecasts the segment will grow to $17.2 billion in 2023 and this does reflect the fact that CPaaS use case implementations have grown significantly over the last couple of years.
“In the last two years, a lot has changed,” confirmed Arti Yadav, Director of Global Marketing at SAP Digital Interconnect. “There are a lot more companies that are willing to try different use cases for CPaaS and when they look at a customer’s journey they’re looking at multiple facets of how they engage. Along this journey customers use different communications and engagement channels.”
The use of multiple channels is creating an omni-channel world in which customers can communicate with organisations using whatever method they prefer but it is a continuously developing situation.