As companies seek closer contact with their customers and move towards the cloud, more and more enterprises are on the hunt for a single platform to manage all of their communication needs and improve their customer experience.
This is projected to lead to boom times ahead for CPaaS (Communications Platform as a Service) technology, and it will ultimately be the main way in which brands and businesses of all sizes communicate with their customers. In fact, nearly 80% of enterprises have, or intend to implement conversational customer engagement technologies and more than half will do so by using CPaaS technology, to deliver the reliable, efficient, hyper-personalised experiences customers desire most.
What Has Made CPaaS The Go-To Method For Customer Engagement?
Pre-pandemic, demand for the platforms was steadily rising as more businesses realised the value of cloud platforms. Once the pandemic hit in March 2020, growth suddenly accelerated. Now, as businesses emerge from the impact of COVID-19, redesigning their IT infrastructure to leverage digital channels will be a major priority, with the need to offer a more flexible way to interact with customers as a top driver of these investments. This digital-first movement has accelerated CPaaS innovation and its flexible APIs that continue to drive enterprise forward.