CCaaS and CPaaS: Coexistence and Convergence

Executive Snapshot

• Figure: Executive Snapshot: CCaaS and CPaaS — Coexistence and Convergence

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

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• Related Research

• Synopsis