The Dilemma Facing Communications Service Providers: SaaS, CPaaS, and an Evolving Approach for Customer Engagement

Executive Snapshot

• Figure: Executive Snapshot: The Dilemma Facing Communications Service Providers — SaaS, CPaaS, and an Evolving Approach for Customer Engagement

New Market Developments and Dynamics

• Introduction

• Cloud Communications Platform Overview

• SaaS Solution Overview

• CPaaS Solution Overview

• AI in SaaS and CPaaS Applications

• The Business Mindset and Vision

• Businesses Have Big Plans for the Variety and Breadth of Communication Channels; Many Are Underway Already

• Businesses Envision the Use of Conversational AI to Improve the Customer Relationship and Engagement

• Businesses Value Solutions That Contribute to Increased Efficiency, Effectiveness, and Relevancy of Employee and Departmental Work

• Businesses Prioritize Communications Solutions That Help Ensure Secure and Authenticated Communications to Minimize the Risk of Fraud

• Use Cases: Are SaaS and CPaaS Mutually Exclusive?

• Figure: Businesses and Customers Benefit, Regardless of SaaS or CPaaS Approach

• Table: SaaS Versus CPaaS Customer Engagement Communications Use Cases

• Go-To-Market Strategies and Emphasis

• Table: Vendor Examples: SaaS and CPaaS Solution and Positioning Emphasis

Advice for the Communications Service Provider

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• Related Research

• Synopsis