Avaya is not resting on its laurels after being crowned a leader in the CPaaS landscape, with new features set to arrive imminently.
The vendor’s OneCloud CPaaS was named a Major Player in the 2021 IDC MarketScape for the worldwide CPaaS market, and praised for its tight integration with unified comms and contact centre technologies.
Speaking to UC Today, Nick Dicksee, UK&I CPaaS Specialist Lead at Avaya, said that disruption throughout the pandemic has boosted demand for CpaaS, with businesses needing quick and flexible solutions.
“Many organisations have turned to the cloud to gain access to the tools and capabilities that allow them to adapt and change to customer and user demands,” he said.
“More of them are infusing AI into customer and employee journeys to provide more self-service and automation, thereby relieving pressure on other resources.
“CPaaS is at the heart of many of those composable experiences; it integrates communications and other capabilities into business applications and processes in a rapid and agile approach – in turn allowing organisations to be agile themselves when faced with change”
Demand for CPaaS is evident in IDC’s latest forecasts, with the market set to grow from $4.3bn in 2019 to $17.7bn in 2024 – equating to a CAGR of 33 percent.
IDC praised Avaya for its strong channel ecosystem, built up of 2,700 partners and 200 integrations with software vendors.
Courtney Munroe, Vice President of Worldwide Telecommunications Research at IDC, said: “The cloud has become extremely important to the communications industry, reducing barriers to entry into the communications landscape and increasing ease-of-use and scalability.
“Built as a combination of communications platforms and cloud computing, CPaaS provides a cloud-based development platform and the necessary communications application programming interfaces (APIs) that enable software developers to easily integrate communications capabilities directly into internal and customer-facing applications and workflows.”
