Market Impact: What’s Next for the New Generation of CPaaS?


Most companies today rely on multiple apps, along with both premises- and cloud-based services, to help their business run smoothly. However, because apps and platforms are rapidly increasing and evolving, it becomes difficult to streamline technologies – which can ultimately prevent a business from running as efficiently and effectively as possible.

In this recent Gartner® report, analysts provide recommendations on how to address new CPaaS capabilities and trends, such as omnichannel, AI and bots, video and visual builders.

"New CPaaS capabilities and trends — the intelligence layer, rich messaging, omnichannel, video, visual builders and professional services — play key roles. Technology product leaders must prioritize their impact in driving 30% CPaaS growth through 2025 and wide-scale delivery for enhanced sales," the Gartner® report states.


Gartner, Market Impact: What’s Next for the New Generation of CPaaS?, Lisa Unden-Farboud, Brian Doherty, Daniel O'Connell, 7 December 2021

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