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.