From Predictive to Generative to Agentic AI—and Beyond
Introduction Over the last two decades, customer communication has shifted dramatically. Enterprises once relied on call centers and email blasts; today, they use CPaaS (Communications-Platform-as-a-Service) to deliver omnichannel, API-driven, real-time engagement. But CPaaS itself is transforming. Once considered just a “messaging pipe,” it is now at the forefront of a much larger shift powered by…