Intelligent Engagement
Businesses are shifting from the fragmented adoption of communication tools towards a new, strategic paradigm: Intelligent Engagement. This approach enables dynamic, near real-time adaptation across customers, partners, workforce,
and connected devices, enhancing cost efficiencies, customer experience and growth.
It is emerging from the integration of Communications Platform as a Service (CPaaS) and other engagement services (e.g. CCaaS, UCaaS, etc.) with Artificial Intelligence (AI) and network APIs (such as GSMA’s Open Gateway).
This document outlines the CPaaS Acceleration Alliance’s (CPaaSAA) original research on this topic, and how we will advance industry benefits through strategic research, practical case studies, and industry collaboration.
It is emerging from the integration of Communications Platform as a Service (CPaaS) and other engagement services (e.g. CCaaS, UCaaS, etc.) with Artificial Intelligence (AI) and network APIs (such as GSMA’s Open Gateway).
This document outlines the CPaaS Acceleration Alliance’s (CPaaSAA) original research on this topic, and how we will advance industry benefits through strategic research, practical case studies, and industry collaboration.
What’s Driving Intelligent Engagement?
See how businesses are combining human intelligence, analytics, automation and AI to adapt and compete faster and better.
Real-Life Examples
The analysis is based on 100 real-life case studies from the CPaaSAA Case Directory.
Validated Benefits
Discover quantified real-life business benefits from achieving growth, customer experience, cost efficiency and strategic goals.
CPaaS Evolution
How are CPaaS, UCaaS, CCaaS, CXaaS, and other related technologies evolving with AI and new APIs towards the new paradigm?