GARTNER® REPORT

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

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Access the Report