AI is no longer just an enabling technology within CPaaS—it has become a defining force behind Intelligent Engagement. Enterprises now expect real-time, context- and history-aware communications as standard, while buying criteria, competitive dynamics, and regulatory expectations continue to evolve rapidly.
As we enter 2026, AI is accelerating both differentiation and commoditisation across the CPaaS ecosystem. These shifts are happening faster than shared industry understanding, governance, or positioning can keep up. This creates a growing need for a clear, credible, and collective industry voice.
That is why the CPaaSAA AI & Data Best Practice Group is relaunching.
Our first session of the year, on Wednesday February 18, serves as both a reset and a renewed ambition: to align on our role as an industry, validate our direction, and set the foundations for the year ahead. It is an open invitation to CPaaSAA members to help shape how AI-powered Intelligent Engagement is understood—inside and outside the ecosystem.
Why This Group Matters
AI now sits at the core of Intelligent Engagement, driving new expectations around trust, compliance, orchestration, and ecosystem enablement. At the same time, generic AI tools are blurring traditional value boundaries, putting pressure on differentiation and long-term value narratives.
The AI & Data Best Practice Group exists to help CPaaSAA members:
• Navigate this transition collectively
• Clearly articulate where durable value is created
• Engage customers, partners, analysts, and investors with confidence and credibility
Together, we focus on shared member needs—not individual solutions—while highlighting the enduring structural role of CPaaS providers across reach, trust, delivery, compliance, and orchestration.
Our Focus for 2026
As part of the relaunch, the group will align around a shared agenda for 2026, including:
• A coherent industry narrative for AI in Intelligent Engagement, focused on outcomes rather than tools
• A common framework for AI capability and maturity within CPaaS
• Shared perspectives on responsible interoperability, identity, trust, and data control
• Collective assets such as market insights, benchmarks, reference architectures, and a shared case directory
We will also explore how research, publications, and external engagement—such as a LinkedIn presence—can amplify the group’s impact.
How We Work
CPaaSAA provides governance and coordination for the group. Fabio Costa (Sinch) continues as Chair, with the Co-Chair role to be discussed as part of the relaunch.
Participation is voluntary and collaborative. Members contribute insight and experience without sharing proprietary implementation details, while CPaaSAA synthesises contributions into collective outputs representing the industry—not individual positions.
Join the Relaunch
The first AI & Data Best Practice Group session of 2026 marks the start of a new chapter. We invite all CPaaSAA members to participate, contribute, and help shape a strong, shared AI narrative for the CPaaS ecosystem.
Join us as we define the future of Intelligent Engagement—together.