Heading into the Future with CPaaS

Authors: Beth Schultz, VP of Research and Principal Analyst

Programmable communications continues to give shape to CX, with new opportunities on the horizon.

As companies strive for continuous improvement in customer experience (CX), programmable communications, delivered via communications platform as a service (CPaaS), remains a go-to enabler. With the use of a CPaaS platform, companies can spin up a new interaction channel providing basic functionality—say to send shipping notifications via SMS—with relative ease and speed. SMS, in fact, is the top-most CX channel supported or planned via CPaaS in 2024, as it has been over the years, according to Metrigy’s buyer-side market research.

Table of Contents

• CPaaS Today
• Building a CX Foundation
  • Implementation & Integration
  • Land & Expand
  • Support for Proactive Outreach
• CPaaS Trends to Watch for 2025
  • Enhanced Messaging, a la RCS
  • AI-Empowered APIs
  • Network APIs
• Conclusion & Recommendations
• Working With Metrigy