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TalkingPointz Research: CAIP 2022

April 26, 2022 by Dave Michels

Conversational AI technologies are disrupting every aspect of enterprise communications: UCaaS, CCaaS, CPaaS, Meetings, Messaging, and related services such as analytics.

The technology is new, and it’s growing quickly. There’s very strong interest in this magical technology that promises to both improve the customer experience and reduce costs. There is so such strong interest that Gartner published a Magic Quadrant. It’s a pretty young and emerging technology for a Gartner MQ.

Conversational AI technologies are disrupting every aspect of enterprise communications: UCaaS, CCaaS, CPaaS, Meetings, Messaging, and related services such as analytics.

The technology is new, and it's growing quickly. There's very strong interest in this magical technology that promises to both improve the customer experience and reduce costs. There is so such strong interest that Gartner published a Magic Quadrant. It's a pretty young and emerging technology for a Gartner MQ.

Conversational AI is impacting/changing/disrupting nearly every aspect of the contact center. It never takes very long in a CCaaS conversation to get to to some aspect of conversational AI. Most CCaaS providers are making conversational AI powered solutions a key part of their value proposition.

That's why I thought it was so strange that neither Gartner, nor IDC in its CAIP Marketscape mention any CCaaS providers. These two reports examine 27 conversational AI providers and come up with two separate lists of leaders. None of these 27 vendors are contact center companies.

This research note takes a look at these reports, conversational AI, and the intersection of CAIP and CCaaS.

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By Dave Michels

Dave is an independent analyst and founder of TalkingPointz which is focused on enterprise communications. In addition to this (free and paid) content on TalkingPointz, he contributes to industry sites, can be found at major industry events, and provides advisory services to vendors and financial analysts.