Workforce Productivity & Collaboration Market Monitor: CPaaS
Communications Platform as a Service (CPaaS) entails a cloud-based platform that enables developers to add real-time communications features to their own applications without needing to build back-end infrastructure and interfaces. The business communications landscape is largely defined by a framework that looks at broad, distinct product categories, including unified communications and contact center solutions. In the last 10 years, the underlying premise for this framework has been increasingly challenged by disruptive models for delivering business communications, such as CPaaS and the emergence of mobile messaging and digital channels, which are providing alternatives to traditional business communications for customer engagement and employee productivity and collaboration.