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IDC PeerScape: Successful CPaaS Use Cases in Hospitality and Travel

Publisher IDC
Published Feb 02, 2026
Length 9 Pages
SKU # IDC20844915

Description

This IDC PeerScape provides insights into how CPaaS is used in the hospitality and travel sector. It identifies the challenges that emerged and how they were addressed. IDC interviewed leading CPaaS vendors with successful use cases for European hospitality and tourism organizations, with CPaaS being deployed to enhance customer engagement and experience, as well as operational and cost efficiency, while meeting infrastructure and data management requirements."Hospitality and travel businesses and technology providers are finding ways to meet new requirements that are closely intertwined, including those related to evolving customer needs, scalability, efficiency, and security. Critical factors for successful deployments include customizability, trust, and expertise from CPaaS providers to guide them on their journeys," says Senior Research Manager Melissa Holtz-Fremeijer, European Infrastructure and Communications, IDC.

Table of Contents

9 Pages

IDC PeerScape Figure

Executive Summary

Peer Insights

Practice 1: Ensure simplicity of use to drive adoption and proven efficiencies

Challenge

Example

Guidance

Practice 2: Understand customer needs to optimize digital engagement

Challenge

Example

Guidance

Practice 3: Build a centralized customer engagement platform for a consistent user experience

Challenge

Example

Guidance

Practice 4: Provide dashboards to reflect the solution's scalability and benefits

Challenge

Pricing

Currency Rates
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