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.
- 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
- Synopsis
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