The Evolution Of Embedded Enterprise Cloud Communications
The rapid pace of technology innovation has significantly changed the nature of customer communications and thus has impacted CX strategies. In addition to CX, there are opportunities for business process and workflow reinvention, fueled by the rapid adoption of instant messaging apps and emergence ofdigitalnative pioneers. Therefore, CX transformation is not only the automation of customer journey workflows but also the automation of customer interactions within these workflows (enhanced with bots and AI).
According to IDC, the worldwide CPaaS market will grow from $5.95 billion in 2020 to $21.8 billion in 2025. The CPaaS market continues to grow with strong momentum, benefiting from a surge in digital transformation and digital customer engagement investments by enterprises.
