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The Dilemma Facing Communications Service Providers: SaaS, CPaaS, and an Evolving Approach for Customer Engagement

Publisher IDC
Published Dec 20, 2023
Length 12 Pages
SKU # IDC18395987

Description

The Dilemma Facing Communications Service Providers: SaaS, CPaaS, and an Evolving Approach for Customer Engagement


This IDC Market Perspective highlights actionable insights for SaaS and CPaaS vendors delivering solutions designed to address customer engagement communications needs. Understanding the solution pros and cons from the customer perspective shows that a variety of approaches hold value in the market, but depending on the organizational needs and resource availability, the optimal communications approach can be recommended."Businesses may look to SaaS and CPaaS providers to settle the decision as to which approach is better for their customer engagement needs," says Denise Lund, research vice president, Worldwide Telecom and Unified Communications at IDC. "Ultimately, the vendor that wins the business will have successfully positioned the customer toward the optimal solution whether it is SaaS, CPaaS, or the increasingly available low-code approach, helping that prospective customer work within its budget and developer skills and available resources. Establishing oneself as a vendor that is open to multiple approaches to solve for customer engagement use cases is clearly a sound approach."

Please Note: Extended description available upon request.

Table of Contents

12 Pages
Executive Snapshot
New Market Developments and Dynamics
Introduction
Cloud Communications Platform Overview
SaaS Solution Overview
CPaaS Solution Overview
AI in SaaS and CPaaS Applications
The Business Mindset and Vision
Businesses Have Big Plans for the Variety and Breadth of Communication Channels; Many Are Underway Already
Businesses Envision the Use of Conversational AI to Improve the Customer Relationship and Engagement
Businesses Value Solutions That Contribute to Increased Efficiency, Effectiveness, and Relevancy of Employee and Departmental Work
Businesses Prioritize Communications Solutions That Help Ensure Secure and Authenticated Communications to Minimize the Risk of Fraud
Use Cases: Are SaaS and CPaaS Mutually Exclusive?
Go-To-Market Strategies and Emphasis
Advice for the Communications Service Provider
Learn More
Related Research
Synopsis

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