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CCaaS and CPaaS: Coexistence and Convergence

Publisher IDC
Published Aug 03, 2023
Length 7 Pages
SKU # IDC18096242

Description

CCaaS and CPaaS: Coexistence and Convergence


This IDC Perspective highlights the ongoing transformation of customer engagement, given the convergence of contact center-as-a-service (CCaaS) and communications platform-as-a-service (CPaaS) stacks, toward driving customer experience. "As the contact center is transforming to cater to advanced requirements that include more personalized, proactive, intelligent, and omni-channel engagement, convergence between CCaaS and CPaaS providers and their portfolios is expected to intensify, mostly through strategic partnerships," said Melissa Holtz-Fremeijer, research manager, Europe Infrastructure and Communications. "Consolidation of cloud communications platforms, including seamless integration of CCaaS, CPaaS, and UCaaS, will enable companies to rationalize spending on multiple platforms, while improving productivity for employees and increasing customer engagement and satisfaction."

Please Note: Extended description available upon request.

Table of Contents

7 Pages
Executive Snapshot
New Market Developments and Dynamics
CX Is Key for Brand Success
Technology to Support CX in the Modern Context
CCaaS and CPaaS Are Complementary in Driving Enhanced CX
Differences Between CCaaS and CPaaS
CCaaS Focuses on the Synergy of a Unified Platform
CPaaS Extends Market Reach with Simplicity of Deployment and Use Cases
Lines Are Blurring as Convergence in the Engagement-as-a-Service Ecosystem Continues
Mutual and Individual Benefits
Value Chain Impact
Going Forward
Advice for Technology and communication Services Providers
Learn More
Related Research
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