Filippo Percario, Director of Global Partnerships at Mitto shares an overview of how CPaaS is changing the way businesses engage with their customers in 2025 and how it may continue to evolve.
Customer communication preferences have significantly evolved over the last decade. Gone are the days of only using the phone to contact your favorite brand. Now, 61% of consumers switch between different channels when interacting with online businesses. And about 64% reported an improved shopping experience when engaging with companies across multiple platforms.
As such, Communications Platform as a Service (CPaaS) solutions have become the backbone of modern customer engagement strategies. These platforms enable companies to connect with customers across numerous communication channels, facilitating timely, personalized interactions.
In 2025, several emerging trends, including AI-driven messages and Rich Communication Services (RCS), will further reshape how businesses interact with and serve their customers. CPaaS platforms allow brands to embrace these innovations and delight customers with unforgettable experiences this year and beyond.
In 2025, several emerging trends, including AI-driven messages and Rich Communication Services (RCS), will further reshape how businesses interact with and serve their customers. CPaaS platforms allow brands to embrace these innovations and delight customers with unforgettable experiences this year and beyond.”
Why Does CPaaS Matter?
CPaaS enables businesses to reach customers on their preferred channels without complex infrastructure or extensive technical expertise. This lets brands optimize cost-savings while delivering seamless communication across SMS and chat apps, ensuring a unified omnichannel experience.
Compared to companies with little or no omnichannel procedures, brands that have implemented a mature omnichannel strategy were:
- 4X more likely to report highly loyal customers
- 3X more likely to see significant revenue growth and deliver customer experiences that deserve an ‘A’
- 2X more likely to respond to customers in real-time
CPaaS allows businesses to reap these rewards while elevating how they communicate and care for customers.
5 Ways CPaaS Will Revolutionize Customer Communications in 2025
1. AI-Driven Messaging and Automation
In 2025, AI-powered virtual assistants and chatbots will transform how businesses support customers. CPaaS solutions are essential for deploying AI-driven messaging at scale. These platforms enable brands to connect their AI models seamlessly to communication channels, ensuring that automated messages are delivered instantly and that the experience feels natural and personalized.
Companies can also use CPaaS platforms to easily collect data from customer interactions and use that information to refine AI algorithms, improving the quality of service over time.
2. The Rise of RCS
Rich Communication Services will become the gold standard for customer outreach in 2025. With most major global carriers and all Apple devices supporting this channel, brands that fail to implement RCS this year will be left behind.
Through CPaaS, businesses can integrate RCS messaging into their outreach strategies, delivering immersive customer experiences. For instance, a retailer can send a personalized offer with a product image and a “Buy Now” button directly in the message, allowing customers to take immediate action.
3. Omnichannel Support
Over half of today’s brands use at least eight channels to interact with consumers. Omnichannel communication ensures that customers receive consistent experiences across all these platforms.
CPaaS acts as a central hub that helps businesses manage their communication channels in one place. Companies can send messages through a single platform via SMS, chat apps, voice, and more, ensuring a cohesive customer experience.
4. Personalized Customer Experiences
In 2025, customers expect brands to know their preferences, anticipate their needs, and tailor every interaction to their tastes.
CPaaS platforms allow businesses to collect and analyze customer data across touchpoints, enabling hyper-personalized communication. Companies can send customized offers, messages, and updates based on a customer’s previous interactions, preferences, or browsing history.
A business can use CPaaS to send a personalized birthday message with a special discount or deliver a tailored recommendation based on a customer’s previous purchases. By integrating CRM systems with CPaaS, like HubSpot or Salesforce, companies can ensure that messages are timely and contextually relevant to the customer’s journey.
5. Real-Time Feedback and Customer Engagement
As consumer expectations rise, the demand for real-time engagement has also grown. Customers expect brands to respond instantly, whether seeking assistance, providing feedback, or sharing concerns.
CPaaS makes real-time communication more effortless than ever by supporting live chat, two-way messaging, and interactive notifications. Whether a customer seeks support or provides feedback, CPaaS ensures that businesses can respond in real-time, improving customer satisfaction and loyalty.
Additionally, CPaaS allows companies to collect feedback instantly through surveys, polls, or direct interactions and use this data to address customer concerns or adjust marketing strategies quickly. This real-time feedback loop strengthens customer relationships and helps businesses stay agile and responsive to customer needs.
CPaaS Is the Heart of Effective Customer Communication in 2025
Customer communications will be more dynamic, personalized, and integrated in 2025 than ever before. CPaaS plays a crucial role in supporting these shifts by enabling businesses to leverage emerging technologies like AI and RCS, all while ensuring that every interaction is relevant and meaningful to the customer.
With eight in 10 consumers believing that it’s vital for brands to innovate their communication strategies continuously, CPaaS will play a key role in sustainable business success this year and beyond.
