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Following the Covid-19 pandemic, businesses are now opting for digital channels such as WhatsApp Business<\/a>, Messenger by Meta<\/a>, Facebook and others, for interactive communications.
CPaaS is a cloud-based platform that enables organisations to upgrade their existing communications technology stack by adding application programming interfaces (APIs) and other tools to automate interactions with customers, while also seamlessly integrating with channels such as voice, SMS, email, rich communication services (RCS), among others.
Some common examples of CPaaS use cases could be receiving updates about some product or service that an individual has purchased from, say, an ecommerce website, or the sharing of insurance policy copy through WhatsApp or push notifications from bank regarding transactions and more.
The rise of OTT players and the shift to the cloud have enabled today’s CPaaS solutions to utilize artificial intelligence (AI) and machine learning (ML) to perform complex tasks such as layered campaign testing, predicting friction points, and using modules to improve time to market while also ensuring enhanced customer experience, according to Tanla Platforms<\/a>.
As per Route Mobile<\/a>, with automatic API scaling, CPaaS can help brands strengthen their business intelligence by leaps and bounds with real-time analytics that can accessed through a centralised dashboard.
Notably, CPaaS is used in several verticals, including e-commerce, BFSI, healthcare, retail, and hospitality, among others.
Top trends in the CPaaS industry for 2023, according to Tanla, UCToday.com, Webex<\/a> by Cisco, Infobip<\/a> and Gartner:
<\/strong>
Enhanced video capabilities with 5G<\/a><\/strong>: The densification of 5G networks and its low-latency will support video conversations on the go. Tanla predicts that developers will seek to add video chats in their customer service suite as network connections will remain stable, even in highly populated areas.
Hyper-personalisation<\/strong>: CPaaS providers are also experimenting with AI chatbots that can integrate with Microsoft-backed OpenAI’s ChatGPT for providing contextual, detailed, and more personalised interactions to customers.
Webex by Cisco notes that as new ways for customer communications become commonplace, CPaaS companies will need to focus on how to utilise the information and data in an organisation’s “back-end systems to deliver relevant and personalised communications”.
“That means a priority will be helping businesses leverage their capabilities by integrating with third-party applications. This will happen across both horizontal and vertical use cases. And it will include CPaaS platforms powering digital channel enablement for other solutions such as Contact Center-as-a-Service (CCaaS) platforms,” says Webex.
With advanced chatbots combined with enhancements in artificial intelligence and analytics, user experiences are also expected to become more and more conversational going forward.
Infobip expects businesses to apply tools to all parts of the customer journey that can create hyper-personalised experiences and in turn drive loyalty and sales. The trend, it said, will be accelerated by the increasing shift to first-party data and automation in writing AI code.
Customer data platform (CDP) is also expected to gain adoption as it provides organisations with a deeper, real-time understanding of customers, according to Gartner. CDP, by bringing together the customer data from email, calendars, website, can help with the prediction of customers’ buying preferences, brand loyalty, sentiment, and pain points.
As per Gartner, CpaaS providers such as Twilio, Route Mobile, Infobip and others have their own CDP capabilities while others are considering third-party CDP.
Visual builders, low-code and no-code<\/strong>: UCToday expects low-code, no-code to grow strongly over the coming years as it enables CPaaS providers to save time and costs in developing applications, which benefits enterprises. Visual builders further simplify the application development process through the dragging-and-dropping of design and feature elements.
Local & global expansion through telco and channel partners<\/strong>: CPaaS providers are expected to partner with more tier-1 telcos as they seek to expand into new markets and increase their customer base by tapping small and medium businesses (SMBs) and brick-and-mortar enterprises that have yet to begin their digital journey.
Greater focus on security<\/strong>: Rising cyber incidents and the integration of systems within an organisation for personalised communications will necessitate that CPaaS providers develop robust security capabilities while ensuring that organisations adhere to common security standards and with data privacy and regulation regulations.
The CPaaS market continues to grow strongly, nearly 40% during 2021, with a forecast compound annual growth rate close to 30% through 2026, Gartner says.
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从改善5 g-supported hyper-personalisation视频谈话,这里有顶级CPaaS趋势为2023
奥特球员的崛起和转移到云使今天的CPaaS解决方案利用人工智能(AI)和机器学习(ML)来执行复杂的任务,比如分层运动测试,预测摩擦点,改善上市时间和使用模块,同时确保增强客户体验,根据Tanla平台。
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Covid-19大流行后,企业现在等数字渠道的选择WhatsApp业务信使,元、Facebook和其他交互通信。
CPaaS是一个基于云计算平台,使组织能够升级现有通信技术堆栈添加应用程序编程接口(api)和其他工具来自动化与客户互动,同时无缝整合与渠道,如语音、短信、电子邮件、丰富的通信服务(RCS),等等。
一些常见的例子CPaaS用例可以收到更新一些产品或服务,一个人买了,说,一个电子商务的网站,或保险单副本通过WhatsApp或推送通知银行对交易和更多。
奥特球员的崛起和转移到云使今天的CPaaS解决方案利用人工智能(AI)和机器学习(ML)来执行复杂的任务,比如分层运动测试,预测摩擦点,改善上市时间和使用模块,同时确保增强客户体验,根据Tanla平台。
按路线移动API,使用自动缩放,CPaaS可以帮助品牌加强商业智能与实时分析突飞猛进,可以通过一个中央集权的仪表板。
值得注意的是,CPaaS用于几个垂直,包括电子商务、BFSI、医疗、零售、和酒店等。
前2023年CPaaS行业趋势,根据Tanla, UCToday.com,网讯通过思科,InfobipGartner:
增强的视频功能,5克:5 g网络及其低延迟的致密化将支持视频对话。Tanla预测,开发人员将寻求客户服务套件中添加视频聊天网络连接会保持稳定,甚至在高度密集的地区。
Hyper-personalisation:CPaaS提供者也尝试人工智能聊天机器人可以集成则报道最多只能延缓微软方面的OpenAI ChatGPT提供上下文,进度详细,更个性化的客户交互。
通过思科网讯指出,作为客户的新方法通信变得司空见惯,CPaaS公司需要关注如何利用信息和数据在一个组织的“后端系统提供相关的和个性化的通信”。
“这意味着优先将帮助企业利用他们的能力通过集成与第三方应用程序。这将发生在两个水平和垂直的用例。它将包括CPaaS平台驱动数字信道支持等其他解决方案联系Center-as-a-Service (CCaaS)平台,“网讯说。
拥有先进的聊天机器人结合在人工智能和分析,增强用户体验也将变得越来越会话。
Infobip预计企业工具应用于客户之旅,可以创建的所有部分hyper-personalised经验和反过来驱动忠诚和销售。将加速这一趋势,日益转向自身的和自动化的数据编写AI代码。
客户数据平台(CDP)预计也将获得采用,因为它为组织提供了一个更深层次的、实时的了解客户,根据Gartner。CDP,通过结合客户数据的电子邮件、日历、网站,可以帮助预测客户的购买偏好,品牌忠诚度、情绪和疼痛点。
根据Gartner CpaaS提供者,如为什么Twilio路线移动,Infobip和其他人有自己的CDP功能而其他人正在考虑第三方共深度点。
视觉建筑商,low-code和没有代码:UCToday预计low-code,没有代码强劲增长在未来几年,因为它使CPaaS提供者开发应用程序,节省时间和成本,企业受益。视觉建筑商进一步简化应用程序开发过程中通过将元素的设计和功能。
本地和全球扩张通过电信和渠道合作伙伴:CPaaS提供者将与更多的一级电信公司合作寻求拓展新市场和增加他们的客户群开发中小型企业(smb)和实体企业,尚未开始他们的数字的旅程。
更多地关注安全:网络事件上升和集成的系统在一个组织的个性化通信将使CPaaS提供者开发健壮的安全功能同时确保组织遵守共同的安全标准和数据隐私和监管规定。
CPaaS市场继续强劲增长,在2021年,近40%的复合年增长率预测从2026年接近30%,Gartner说。
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