The Dilemma Facing Communications Service Providers: SaaS, CPaaS, and an Evolving Approach for Customer Engagement

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."