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Generative AI in CPaaS

Publisher IDC
Published Apr 18, 2024
Length 9 Pages
SKU # IDC18710701

Description

Generative AI in CPaaS


This IDC Market Perspective looks at the development and dynamics regarding the use of GenAI in the CPaaS market. It provides insight into various implementations of GenAI in several key CPaaS providers' solutions portfolios, mostly covering customer engagement. Although the main focus is on penetration of generative AI in CPaaS, other AI/ML technologies that are relevant for CPaaS solutions and/or closely related to generative AI are also included when applicable."While most CPaaS vendors are well underway in terms of investing and implementing GenAI into their customer engagement solutions, GenAI can also serve to optimize the automation and orchestration of data exchanges on a broader level," said Melissa Holtz-Fremeijer, research manager, European Infrastructure and Communications. "As GenAI moves from its experimental phase to use cases in the CPaaS market, vendors must also continue their focus on the responsible use of GenAI to remove anxieties among enterprises, so it can reach its full potential."

Please Note: Extended description available upon request.

Table of Contents

9 Pages
Executive Snapshot
New Market Developments and Dynamics
End-User Views on Generative AI
Generative AI Model Developments
CPaaS Provider Developments
Alcatel-Lucent Enterprise (ALE)
Cisco
Infobip
Sinch
Twilio
Vonage
Customer Engagement, Automation, and Orchestration Optimization
Advice for the Technology Supplier
Learn More
Related Research
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