In our latest CPaaSAA Talk, I sat down with Luc Cavelier from Bright Pattern and Zach Konopka from White Label Communications—two sharp minds driving the convergence of cloud communications.
Luc leads EMEA for Bright Pattern, an AI-powered CCaaS player that’s not afraid to go off-cloud. Whether you want pure SaaS, private cloud, or on-prem—Bright Pattern gives customers full deployment freedom. Why? Because markets like KSA, UAE, and parts of Europe demand control. It’s not just about compliance; it’s about ownership of the experience.
Zach heads partnerships at White Label, a UCaaS player that’s flipped the script. After 15 years in the space, they’ve turned their entire platform into API calls and webhooks—essentially becoming a CPaaS engine that powers SaaS platforms and enterprise voice. UCaaS, but composable. Programmable. Modern.
The Channel is the Star
Both companies are doubling down on telco and CSP partnerships. Why? Because telcos are waking up to the value of APIs, programmable voice, and multi-channel comms—but they need help getting there. Partners like Bright Pattern and White Label provide tech, flexibility, and go-to-market support.
Cloud is Great—but Not Always the Answer
We’re in a world where customer experience requires agility. And agility doesn’t always mean public cloud. Some customers want local deployments. Some want hybrid. The key is: don’t lock them in. Both Luc and Zach shared how their platforms keep all features and innovation—regardless of deployment model. That’s real flexibility.
The Multichannel Reality
SMS, WhatsApp, RCS, WebRTC, social channels—you name it. End customers don’t think in channels. They think in moments. And both companies deliver omnichannel communication via unified agent experiences (Bright Pattern) or single API endpoints (White Label). Even grandma with a flip phone can get the message—because fallback logic ensures it.
AI: Hype or Helper?
We had to talk AI. Both speakers were clear: AI is powerful, but not a magic bullet. Luc put it perfectly: “You still need a brain.” Zach agreed—AI is great when it augments workflows or pulls data into CRMs or ERPs. But real-world use cases—not flashy buzzwords—are where it counts.
The Real Shift: From Tech to Outcomes
The real takeaway? We’re not selling UCaaS, CCaaS, or CPaaS anymore. We’re solving business problems. Verticals matter. Outcomes matter. And the future is API-first, outcome-driven, and deeply collaborative.
Looking Ahead to 2026…
Zach and Luc both agreed—this year’s win will be helping partners tailor solutions to specific vertical needs. That means less focus on platform features, more on use cases. And with tech moving faster than ever, they’re both focused on staying agile and aligning with the right partners.
So, UCaaS? CCaaS? CPaaS?
Yes. All of it.
Because what customers really want is flexibility, speed, control—and results.
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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