This report analyzes global messaging trends through the lens of Communications Platform as a Service (CPaaS). It highlights rapid growth in conversational interactions, driven by rich messaging channels, chatbots, and cloud contact centers. The document explores how businesses are combining SMS, email, chat apps, and voice to build omnichannel foundations that support marketing, commerce, and support use cases. It also discusses the role of automation, APIs, and AI in scaling personalized communication. The report concludes that CPaaS is central to enabling flexible, future-ready customer engagement models.

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