How cPaaS is transforming enterprise communications
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Presentation from GENBAND Perspectives16 user conference Cloud communication Platform-as-a-Service (cPaaS) is making global telecom services more accessible to enterprises and developers. CPaaS provides simple telephony application program interface (API) tools that enable developers and enterprises to integrate voice and messaging services into their applications while maintaining low operational cost. This is having a profound impact on the enterprise communications market. This will serve as a catalyst for transforming how businesses interact with their customers, employees and partners.
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How cPaaS is transforming enterprise communications
- 1. Kandy Communications Platform as a Service for ISV/SIS Enterprises Raul Castanon, Sr. Analyst Mobility 451 Research
- 2. Agenda Key trends driving in-app real time communications How is the market for cPaaS and enterprise communications evolving? cPaaS is the catalyst for digital transformation 2
- 3. 3 Mobile will become the primary channel for engaging customers and employees The landscape is being defined by the ways in which messaging enables P2P and A2P communications over a wide range of devices and enterprise applications. 451 Research Enterprise Mobile Messaging Market Map 2016
- 4. BYOD does not automatically translate into mobility The plethora of smart devices and growing permissiveness around their use at work is not changing the way organizations run their business. 451 Research US ITDM Mobility Survey 4
- 5. Mobile is now the preferred channel for customer service In the last four years mobile has become the preferred channel while traditional channels such as home telephone and email have plummeted 451 Research US Consumer Mobility Survey 5
- 6. 6 Enterprise Messaging Market Map Consumer OTT Messaging Apps P2P Secure Enterprise Mobile Messaging P2P Private Messaging A2P Messaging Messaging Infrastructure cPaaS 451 Research Enterprise Mobile Messaging Market Map 2016
- 7. 7 Consumer apps are transitioning into enterprise communications Consumer messaging apps are leveraging their popularity to go after the enterprise segment for P2P and brands for B2C customer engagement. Enterprise messaging apps are countering with enterprise-ready apps and expanding into A2P. 451 Research Enterprise Mobile Messaging Market Map 2016
- 8. 8 Enterprise Communications are headed into collision with each other Consumer messaging apps, enterprise apps, UC and A2P are all in transition and increasingly overlapping with each other. 451 Research Enterprise Mobile Messaging Market Map 2016
- 9. 9 OTT Messaging Enterprise Messaging P2P Employee Engagement Customer Engagement UC Employee Engagement A2P Messaging cPaaS is the catalyst for digital transformation Smartphones are changing how business interact with customers, employees and partners. This places mobility at the heart of digital transformation.
Editor's Notes
- 53% of businesses allow BYOD usage – and half of those businesses actually provide support for employees’ devices. All of these smart devices and the growing permissiveness around their use at work has still not meant that businesses are fundamentally changing the way they get things done, however. In fact, as Figure 1 shows, neither the overall size of the mobile workforce nor the amount of mobile time spent by non-mobile workers has grown in recent years.
- CONSUMER MESSAGING APPS: WeChat, Facebook for Work, Microsoft Skype, LINE are leveraging their popularity to go after the enterprise segment and brands for customer engagement. ENTERPRISE MESSAGING APPS: Slack, Skype for Business, Lua, Atlassian HipChat, TigerText are countering with enterprise-ready apps and expanding into A2P. BOTH: Launching bots Who is the incumbent? UC / Call Center It all boils down to developing new ways for engaging customers, partners and employees.