Patrick was joined by special guest, and Director of Product Management for CPaaS at Telesign, Vincent Oh.
Vincent initially tells Patrick about the size and current growth forecasts in the CPaaS marketplace. The potential within the platforms is huge and TeleSign have recognised that by increasing their investment in development to cater for customer demands.
"The CPaaS market has seen tremendous growth in recent years and the growth is projected to continue to more than $8.2 billion in 2021."
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Vincent Oh, TeleSign[/caption]
Contextual communications and solution orientated experiences are being demanded by customer service providing organisations around the world and this is the area in which TeleSign are focusing their development. Vincent also explains that the customisation options within CPaaS platforms are hugely attractive to businesses but ultimately they need to be able to see the return on their investments through cost savings and improved customer retention.
Patrick and Vincent then move onto to discuss the trends that TeleSign are tracking within CPaaS. One of their main focus areas is within additional identification data and enhancing consumer knowledge.
"One of the biggest trends that we saw was the use of additional intelligence the likes of phone data, because this an area that TeleSign focuses in, to enhance CPaaS solutions. We are really expecting that to continue into 2019 and beyond as more businesses understand the value of layering data on top of the communications."
Vince explains that there are various benefits to enhanced contextual communications such as this, like mitigating risk and improving communication experiences with their customers. There is also a shift occurring in the attitude of mobile operators who are now more flexible in terms of opening up their data assets to help businesses understand their customers more.
