The Telco Shift: CPaaS and the Future of Customer Conversations | Ep 1

Customer communication is evolving beyond messages and minutes. As conversational AI, RCS, AI Voice and intelligent engagement reshape how businesses connect with customers, CPaaS is emerging as a critical layer for creating more contextual, trusted and meaningful conversations.

This episode of THE TELCO SHIFT is a candid conversation on the evolution of CPaaS and the future of customer conversations. The discussion explores how communication platforms are moving from delivering messages to enabling intelligent engagement, the role of AI in transforming customer interactions, and how telecom operators can create new value by combining their network capabilities with next-generation communication technologies.

Key Highlights:

• How CPaaS is evolving from messaging and voice infrastructure to intelligent customer engagement
• Why businesses need to move from one-way messaging to meaningful customer conversations
• The growing role of conversational AI and AI Voice in customer engagement
• How telecom operators can differentiate their offerings in an increasingly OTT-led communications landscape
• The importance of identity, trust and fraud prevention in next-generation communications
• How enterprises and operators can move beyond message volumes towards intelligence and business outcomes
• What the future of customer conversations could look like as AI becomes embedded into communication platforms

Featuring expert perspectives from:

Kevin Nethercott
CEO, Tresic | Chairman, CPaaSAA

Deshbandhu Bansal
COO, Monetization & Communication Services, Comviva

THE TELCO SHIFT is Comviva’s global video podcast series bringing together telecom leaders, industry experts, customers, analysts and ecosystem partners to explore the technologies, trends and ideas shaping the future of telecom.