Spending the day at the Cavell European Summit in London last week, celebrating their 10th anniversary, it hit me: we’re at a turning point in communications.
The industry has spent the last decade building and scaling UCaaS. It’s been the go-to solution for cloud-based business communications—bundling voice, messaging, video, and collaboration into a unified platform. But today, it became clear to me that this model is quietly being replaced by something entirely different:
👉 AI-driven, hyper-personalized, bespoke communications fabrics—built on CPaaS.
Yet, most of the industry isn’t seeing it happen.
The Blind Spot in the Market
Sitting in discussions last week, I noticed something: while a few leaders are leaning into AI, automation, and vertical solutions, many are still focused on business as usual—planning just a quarter ahead, or perhaps toward the end of the year.
📉 They’re thinking in incremental steps—better bundling, smarter pricing, optimizing go-to-market strategies.
📈 But the real shift is happening underneath the surface.
The traditional “UCaaS platform” is becoming irrelevant because businesses no longer want an all-in-one solution. They want:
• Customizable communication layers that fit their unique workflows (instead of forcing a rigid platform onto them).
• AI-driven, real-time adaptability that predicts, automates, and personalizes interactions.
• Deep integrations that don’t just connect calls but transform entire business processes.
The future isn’t “unified communications”—it’s dynamic, AI-powered, hyper-personalized, and tailored to specific industries and business needs.
UCaaS is Fading. Communications Fabrics Are Emerging.
What we’re witnessing reminds me of the historic shift from hardware to cloud. Initially, we tried to move traditional PBXs into the cloud (hello, UCaaS). Now, businesses are realizing they don’t just need cloud-based telephony—they want communications woven into every facet of their operations.
We’re moving from:
❌ One-size-fits-all platforms → ✅ Tailor-made solutions built on CPaaS.
❌ Reselling voice and video → ✅ Embedding AI-driven workflows that redefine how business gets done.
❌ Connectivity-first thinking → ✅ Value-first, problem-solving approaches.
Forward-thinking players are already building modular, API-driven solutions that can be personalized to each business and industry.
What This Means for Service Providers
The shift holds huge implications for service providers. The question isn’t if they should evolve beyond connectivity and platforms—it’s whether they’ll do it before they get left behind.
Some providers are still focused on selling voice, UCaaS, and connectivity. But the real opportunity lies in:
🚀 Helping businesses build AI-driven, context-aware communication solutions.
🚀 Transitioning from a “platform provider” to a true “communications enabler.”
🚀 Moving from bundling products to delivering embedded, real business value.
The stark reality is that if service providers don’t pivot, they risk being relegated to mere bandwidth providers.
The Timing Matters – Next Stop, Enterprise Connect
This isn’t just theory—it’s unfolding right before our eyes. This week, Enterprise Connect in Orlando, Florida will convene some of the biggest names in enterprise communications. Traditionally, Enterprise Connect has been very much about contact centers, emphasizing the evolution of customer engagement, operational efficiency, and the role of CCaaS. And yet, many discussions there still center around UCaaS, CCaaS, and platform evolution.
That’s why we’re organizing the CPaaS Innovation Panel at Enterprise Connect—to challenge the status quo and broaden the conversation. We want to dive into the bigger picture:
• How does AI redefine the way businesses handle communications—especially in the contact center environment?
• Is CPaaS now the foundational layer upon which all future communications are built?
• How can service providers evolve from simply supporting connectivity to enabling fully personalized, AI-powered solutions?
Businesses are realizing that the real value lies not in buying a pre-built platform, but in crafting hyper-personalized communication layers that integrate seamlessly with their operations.
Looking Ahead: Embracing the Disruption
After last week’s insightful discussions, one thing is clear:
✅ Businesses will stop buying generic UCaaS—they’ll start building their own bespoke communications layers (hello GenAI).
✅ AI will define the next decade of customer experience—not by which LLM is best, but by how smartly it’s used to solve real business challenges.
✅ The companies that embrace this shift will dominate. Those that cling to the old model risk being disrupted.
This change is happening faster than most people think. Many industry players are still planning incrementally, focused on short-term optimizations. But the future belongs to those who see the broader shift from static UCaaS to dynamic, AI-powered communications fabrics.
The real question is: Are we still content with optimizing outdated models, or are we ready to build what’s next?
I’m excited we get to explore these ideas further this week at Enterprise Connect—where the focus, as always, will include the evolving needs of contact centers and the broader enterprise. The conversation is just beginning, and it’s clear that the next chapter in communications is already underway!
My lifetime in IT and telecoms has been dedicated to innovation, building bridges and creating change. From the early days of cloud communications to working with operators on innovations and business development, and currently emphasizing APIs, CPaaS/CX and AI, my journey has been one of continuous evolution.
As founding partner at CPaaS Acceleration Alliance and The Next Cloud I'm privileged to help global telcos and techcos thrive in a fast changing world - through events, community building, strategy and global business development. I thrive on challenges and change, strategizing in cloud communications, and bringing people together for mutual success. Travel and continuous learning are my passions.
I believe the global communications industry is pivoting to prioritize customer experience and impactful solutions over mere technology and platforms, and we can tackle societal challenges by merging the strengths of corporates and innovators within new ecosystems.
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