IDC PeerScape: Lessons Learned from Implementing CPaaS in Finance
This IDC PeerScape provides insights into how CPaaS is used in the financial sector, identifying what challenges surfaced and how these were addressed. IDC interviewed leading CPaaS vendors that have successful use cases for European financial institutions where CPaaS is deployed to enhance customer engagement and experience, adhere to regulatory compliance, and mitigate fraud."Financial services organizations and technology providers are finding new ways to answer to new requirements that are closely intertwined such as secure data control, evolving regulations, and evolving customer needs," said Melissa Holtz-Fremeijer, research manager, IDC European Infrastructure and Communications. "Critical factors to successful deployments lie in building trust, customizability, and expertise from CPaaS providers to guide them on their journeys."
IDC PeerScape Figure
Executive Summary
Peer Insights
Practice 1: Centralize Customer Communications for a Multibrand Portfolio
Challenge
Example
Guidance
Practice 2: Secure Data to Prevent Fraud
Challenge
Example
Guidance
Practice 3: Provide Trusted Engagement to Drive Adoption
Challenge
Example
Guidance
Research Assistance
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