target audience: TECH SUPPLIER  Publication date: Aug 2023 - Document type: Market Perspective - Doc  Document number: # US51006823

Generative AI: Strengthening the Power of CPaaS


  • Courtney Munroe Loading
  • Avinash Naga Loading


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This IDC Market Perspective highlights actionable insights for the CPaaS vendors on the major product innovations and how businesses are creating best-in-class solutions, building future-proof platforms with built-in generative AI capabilities.

Enterprises are investing in generative AI models and are looking to differentiate themselves by providing more complex customer engagement use cases.

"With attention focused on generative AI and large language models, companies are working toward improving the quality of communication and collaboration platforms using AI-powered chatbots and virtual assistants to provide better customer experience." — Avinash Naga, research manager, Cloud Communications and Data Center Services, IDC


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