통신 서비스 제공업체가 직면한 딜레마 : SaaS, CPaaS, 고객 참여를 위한 진화하는 접근법

This IDC Market Perspective highlights actionable insights for SaaS and CPaaS vendors delivering solutions designed to address customer engagement communications needs. Understanding the solution pros and cons from the customer perspective shows that a variety of approaches hold value in the market, but depending on the organizational needs and resource availability, the optimal communications approach can be recommended."Businesses may look to SaaS and CPaaS providers to settle the decision as to which approach is better for their customer engagement needs," says Denise Lund, research vice president, Worldwide Telecom and Unified Communications at IDC. "Ultimately, the vendor that wins the business will have successfully positioned the customer toward the optimal solution whether it is SaaS, CPaaS, or the increasingly available low-code approach, helping that prospective customer work within its budget and developer skills and available resources. Establishing oneself as a vendor that is open to multiple approaches to solve for customer engagement use cases is clearly a sound approach."

Executive Snapshot

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?
• Go-To-Market Strategies and Emphasis

Advice for the Communications Service Provider

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• Related Research
• Synopsis