CPaaS 혁명 : API, AI, 그리고 커뮤니케이션의 새로운 시대

AI-Powered Innovation Creates Differentiation and Boosts Value Propositions

Frost & Sullivan's 2025 IT decision-maker (ITDM) survey was conducted to gain insights into the following end-user organizations' priorities: - Current communications and collaboration technology adoption rates and future adoption plans. - Demand for communications platform as a service (CPaaS) and programmable communications functionality through flexible application programming interfaces (APIs) - Demand for the various communications modalities or digital channels currently available in CPaaS solutions

The survey also aimed to understand: - Growth opportunities within the CPaaS market for the entire enterprise communications ecosystem, including telecommunication carriers, unified communications as a service (UCaaS) providers, unified communications (UC) technology vendors, and other ecosystem partners. - Buying preferences and obstacles to adoption - CPaaS adoption trends by vertical industry

The vast majority, more than 84%, of surveyed organizations in the 2024 Frost & Sullivan study expected to have adopted programmable communications by the end of 2026, suggesting significant growth potential for CPaaS providers. More than 50% of organizations are likely to increase their CPaaS investment over the next three years across various API-enabled communication modalities (e.g., email, messaging, voice, video).

Even when many organizations undergo technology transformation, the majority are challenged by their fragmented systems/ platforms as a productivity barrier. CPaaS, initially adopted to enhance customer interactions, is now primarily valued by IT decision-makers for driving internal productivity and workflow automation. About 35% of IT decision-makers lack understanding of the technology's benefits, potentially hindering adoption and highlighting the need for increased awareness and ROI discussion.

Table of Contents

Research Objectives and Methodology

• Total Sample Respondent Demographics

Key Findings

• Key Findings

Industry Overview

• Market Definition
• The Value Proposition of Programmable Communications
• Competitive Landscape

CPaaS and Programmable Communications Investment Outlook: the ITDM Perspective

• Communication Challenges in Organizations
• Benefits of Using CPaaS and Programmable Communications
• CPaaS Adoption Grows as Use Cases Abound
• CPaaS Investments
• CPaaS Investment Trends by Region
• CPaaS Investment Trends by Industry
• Top Concerns Regarding CPaaS and Programmable Communications
• Top Concerns by Region
• Benefits of AI-powered Communications Capabilities
• Benefits of AI-powered Communications Capabilities by Region
• Decision-Making Factors
• Top Five Decision-Making Factors by Region

Growth Opportunity

• Growth Environment

Growth Opportunity Universe in the CPaaS Market

• Growth Opportunity 1: AI-Infused Innovation
• Growth Opportunity 2: Omnichannel and Rich Messaging Expansion
• Growth Opportunity 3: Network API Monetization
• Growth Opportunity 4: Low-Code/No-Code Developer Enablement
• Growth Opportunity 5: Security, Compliance, and Trust Services
• Growth Opportunity 6: Verticalized and Packaged Solutions

Appendix

• Growth Opportunities Fuel the Growth Pipeline Engine
• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative

Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• List of Exhibits
• Legal Disclaimer