Guest Blog by Nick Dicksee, UK&I CPaaS Specialist Lead, Avaya
It’s likely that many businesses had some form of ‘digital transformation’ plans on the cards at the start of 2020, but the unwelcome arrival of COVID-19 caused everything to change.
Strategies were rewritten (sometimes overnight), plans to move fully online accelerated and whole workforces started working from home – often without the right equipment and infrastructure needed to function effectively. Inevitably, some businesses struggled, and transitions fell short of customer expectations. Confusion reigned and the demand for more information and clarity from contact centre agents rose to unprecedented levels; it was an untenable situation.
It became clear very quickly that to survive, contact centres needed to be able to react quickly to market changes and meet the needs of what Gartner calls ‘the everything customer’. I’m proud to say that it was here that Communication Platform as a Service (CPaaS) came into its own as a key asset and problem solver in the digital transformation toolkit and a critical force in maintaining business continuity.
So how did CPaaS help during the pandemic and what benefits can be applied with it through 2021 and beyond?
Moving into 2021, we need to take the key learnings from last year and apply them to this. Little surprise then, that IDC is predicting the CPaaS market to grow to $17.2 billion in 2023. After the last year, where its value has really shone, there’s no doubt that CPaaS will play a central role in serving today’s ever-evolving customer demands and expectations for the foreseeable future. The best experiences, after all, are those that anticipate what customers need before they even ask for it – even during a highly unpredictable and unusual time.