With everyone connecting online, through chat, social media, email, video conferencing and more, it is imperative for digital touchpoints to be convenient, intuitive, and easy to use. The digitally savvy customer demands instant resolution and service, thus, delivering exceptional customer experiences has become the success mantra for businesses to compete in this new experience economy. Business and technology leaders see CPaaS as a valuable addition to existing as-a-service operations for unified communications.
Enterprise spend on CPaaS is ramping up. Frost and Sullivan found that 67% of enterprise will increase or maintain existing investment in CPaaS, and IDC research estimates the market for CPaaS will be $17.7 billion by 2024. Clearly, enterprises are turning to CPaaS to stay ahead in finding new, innovative ways to up the customer experience quotient.
 100vw, 1288px” data-src=”https://www.comviva.com/wp-content/uploads/2022/03/cpaas4.png” data-srcset=”https://www.comviva.com/wp-content/uploads/2022/03/cpaas4.png 1288w, https://www.comviva.com/wp-content/uploads/2022/03/cpaas4.png 300w, https://www.comviva.com/wp-content/uploads/2022/03/cpaas4.png 1024w, https://www.comviva.com/wp-content/uploads/2022/03/cpaas4.png 768w” />By helping organizations build an optimized channel mix of new applications on top of existing services, CPaaS enables the creation of<a href=)
omnichannel solutions. Some of the widely used applications for CPaaS include:
 100vw, 1116px” data-src=”https://www.comviva.com/wp-content/uploads/2022/03/cpaas3.jpg” data-srcset=”https://www.comviva.com/wp-content/uploads/2022/03/cpaas3.jpg 1116w, https://www.comviva.com/wp-content/uploads/2022/03/cpaas3.jpg 300w, https://www.comviva.com/wp-content/uploads/2022/03/cpaas3.jpg 1024w, https://www.comviva.com/wp-content/uploads/2022/03/cpaas3.jpg 768w” /><strong>Rise of self-serve.</strong> A Gartner study found that 70% of customers actively use self-service channels at some point in their resolution journey. Self-serve channels such as chatbots, online portals, and FAQs are a must-have for businesses. In fact, companies are vying to simplify employee and customer issue resolutions through conversational chatbots with a human service agent stepping in only in complex situations.</p>
<p><strong>CPaaS is the Go-To Platform.</strong> As enterprises race to implement more robust self-service channels, particularly in industries such as healthcare, banking, and travel, <a href=)
Communication Platform as a Service (CPaaS) is emerging as the go-to platform to deploy a variety of automated inbound and outbound customer communication, including:
 100vw, 1062px” data-src=”https://www.comviva.com/wp-content/uploads/2022/03/cpaas2.jpg” data-srcset=”https://www.comviva.com/wp-content/uploads/2022/03/cpaas2.jpg 1062w, https://www.comviva.com/wp-content/uploads/2022/03/cpaas2.jpg 300w, https://www.comviva.com/wp-content/uploads/2022/03/cpaas2.jpg 1024w, https://www.comviva.com/wp-content/uploads/2022/03/cpaas2.jpg 768w” />How CPaaS is driving customer engagement</h3>
<p>While the more agile and digital-first enterprises pioneered CPaaS adoption, today, more and more established businesses recognize the relevance of a differentiated and hyper-personalized approach to customer engagement. Intelligent enterprises are now embracing CPaaS to enable omnichannel communication for internal and external engagement. As the technology adoption has matured, CPaaS has become the new benchmark for solving communications challenges and driving business growth. AI and NLP technologies in the contact center solutions and smart shopping assistants make product purchase recommendations, accurate and real-time based on the users browsing history reducing the need for expensive multilingual customer support representatives. APIs could provide CPaaS video chat and AI capable of facial recognition to turn any phone or webcam into a biometric security checkpoint. Chatbots will continue to grow in scope and capacity, allowing any business to deploy entire teams of automated agents entirely made up of bots.</p>
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CPaaS ENABLES OMNICHANNEL CUSTOMER COMMUNICATION
