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CPaaS: Moving Beyond the Early Use Cases

Mark Winther  (Group Vice President and Consulting Partner, IDC)

Date: Thursday, August 6

Time: 2:45pm - 3:30pm

Session Category: Standard Conference Sessions

Vault Recording: TBD

As we’d seen prior to the COVID-19 crisis and certainly in response to it, millions of developers have adopted communications platform as a service (CPaaS), using simple, powerful APIs to build conversations and send and receive messages anywhere. But programmability doesn't stop with setting up a phone call, originating a text message, or sending a WhatsApp message. As a next step, we now need to look at how to extend programmable APIs into systems such as CRM platforms, fraud management, billing platforms, commerce platforms, and appointment management. This next level of API-driven integration promises context-aware use cases that can enable a proactive, two-way interaction, instead of just a push notification or call setup. Examples include: a bank needs to alert a customer about possible fraudulent transaction, and the customer needs to take action; a mobile operator informs a customer they are reaching end of their data allowance and they need to pick a data pack to refresh their plan.

In this session you’ll learn about the next generation of CPaaS use cases that will drive new types of communications and customer journeys.


  • Gain an understanding of where we are today and where we’re headed with CPaaS, post-pandemic and for the “new normal”
  • Learn how programmable APIs can be used to integrate communications with backend systems that serve customers
  • Understand the roles that CPaaS providers will play in the next generation of API-driven communications integrations

Video of this session is available on demand within the Swapcard platform for registered users. Free registration is open through December 2020.