CCaaS and CPaaS: Coexistence and Convergence

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."

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