First in a four-part series unpacking the pillars of CASA26.

At CASA25, four analysts looked at the same market and disagreed about its size by more than a factor of ten. That wasn’t a rounding error. It was a fundamental disagreement about what business this industry is actually in.

That argument is the real subject of CASA26’s first pillar — Intelligent Engagement — and it’s where we’ll begin this four-part series on the questions the industry needs to resolve before September. It’s the pillar closest to CASA’s origins, and the one with the most money attached.

The messaging layer is no longer where the value lives

For most of the last decade, the CPaaS story was a story about reach. Get a message into any channel, anywhere, at scale. That was genuinely valuable, and it built an industry. But it is now largely commoditised. A2P SMS is a margin business under structural pressure. Channels proliferate, prices compress, and “we can reach your customer” is no longer a position — it’s table stakes.

The value has moved up the stack. It now sits in context, intelligence, and increasingly in autonomy: knowing who the customer is, what they’re trying to do, and being able to act on that in the moment. Intelligent Engagement is the name for what comes after “channels.” It’s the convergence of CPaaS, conversational platforms, AI, and customer data into something an enterprise no longer treats as a cost line, but as its primary, intelligence-bearing interface with its customers.

That reframing sounds abstract until you attach a number to it.

The forecast gap is an identity gap

Come back to that order-of-magnitude disagreement, because it’s the most revealing thing CASA25 surfaced. It would be easy to read the spread as a measurement problem. It isn’t. It’s a disagreement about what business we think we’re in.

If you measure messages sent, you get one number, and it’s a shrinking one. If you measure engagement outcomes — intents resolved, journeys completed, fraud prevented, revenue influenced, churn avoided — you get a very different number, and it’s growing. The gap between the pessimistic and optimistic forecasts is, in effect, the gap between vendors who still sell volume and vendors who have learned to sell outcomes. The market isn’t waiting for permission to grow. It’s waiting for providers to reposition.

This is also where the industry has to be honest with itself. One of the sharpest moments at CASA25 was the “all bars, no bucks” challenge — the observation that we have built extraordinary capability and have not been disciplined about monetising it. The constraint on Intelligent Engagement is not the technology. The technology is ready. The constraint is the business model, and the willingness to charge for results rather than throughput.

Voice is the clearest proof that the category is real

If you want a live example of the shift, look at voice. For years it was the legacy channel everyone was quietly migrating away from. AI has reversed that almost overnight. Natural, programmable, low-latency voice has turned the oldest channel into one of the most interesting — not as a call, but as an interface for agents that can understand and act. Radisys made exactly this case at CASA25: voice is back, not because we missed it, but because it became intelligent. Telnyx showed the same shift from the developer side — the move from “ask your developer” to “ask your assistant,” with voice as a programmable, AI-native capability rather than a legacy line.

Agentic systems push the same logic further. The trajectory runs from broadcasting messages, to orchestrating journeys, to deploying agents that act on customer context with a degree of autonomy. Each step moves the provider closer to the outcome — and closer to the part of the value chain the enterprise actually pays a premium for.

The companies already winning here have made the same move in their own positioning. The leaders we heard from at CASA25 were not selling channels — they were selling business results, with the channel as an implementation detail. Sinch framed it as the shift from aggregation to orchestration. Infobip talked about scaling intelligent engagement. Vonage made the case for moving from connectivity to outcomes. Different language, same realisation: the value is in the result, not the route. That is the whole game.

And the market is starting to reward the move. Twilio — the company that effectively defined CPaaS — has just posted its fastest organic growth in years, and credits the acceleration squarely to voice and messaging reimagined around AI. The clearest sign yet that intelligent engagement isn’t a thesis about the future. It’s already in the numbers.

The same logic is now reshaping the players one layer up. In a recent CPaaSAA Talk, 8×8’s CEO Sam Wilson made the case for collapsing the old silos — UCaaS, CCaaS and CPaaS converging into a single engagement layer — on the simple grounds that customers don’t experience your org chart, they experience the outcome. That convergence is the structural story behind this pillar. The stack is consolidating around intelligence, and the providers who own the whole motion — context, channel and action — are the ones who get paid for the result rather than the traffic.

And this is no longer only a vendor story. Operators are climbing into the same layer. At CASA25, Deutsche Telekom set out a blueprint for a sovereign CPaaS, and KPN argued that trust itself is the product, not a feature bolted on. e& enterprise is further down that road than most — building an outcome-based play rather than a connectivity one — and Ahmed Omer returns to CASA26 to talk through what that looks like from the Middle East. Operators bring what the pure-play vendors structurally cannot: customer relationships, regulatory standing, and trust. Whether they move fast enough is the open question — but the ones who do will reshape this category, not just take part in it.

What CASA26 will do with this pillar

It would be easy to spend a session admiring the framework. We’re not interested in that. At CASA26 the Intelligent Engagement track is built to move from concept to commercial reality, with the questions that actually decide who captures the upside:

• Where does the margin genuinely sit once the channel is commoditised — and what are enterprises demonstrably willing to pay for?
• What does “outcome-based” mean in an actual contract, and who is brave enough to sign one?
• How do you build customer context into engagement without colliding with trust, consent and data sovereignty — the subject of our other pillars, and not separable from this one?
• What separates an AI feature that demos well from an agent that survives contact with a real enterprise’s compliance, brand and economics?

These are analyst-led discussions anchored in real use cases, in a room of around 150 senior leaders who buy, build and finance this category. That is the point of CASA: not an audience, but a working group of the people who can actually move it forward.

Intelligent Engagement is also one of the tracks at CASA26 that a partner can help shape and lead. If your company’s future depends on this category being understood correctly — and on being seen as one of the people defining it — that’s a conversation worth having now, while the track is still open.

Amsterdam. September 21–23. The next chapter starts now.

Next in the series: AI, Sovereign Infrastructure & Agentic Systems — where the intelligence layer meets the question of who controls it.

At CASA25, one of the most anticipated moments was the keynote by Andrew Collinson—our Research Lead and a telecoms veteran with nearly four decades of experience. With humor, honesty, and clarity, Andrew unveiled the findings of the State of CPaaS 2025 report, challenging the room to think differently about our industry—and inspiring them to act.

“You Are the State of CPaaS”

From the moment Andrew stepped on stage, he made it clear: this wasn’t going to be just another stats-filled presentation. “I wrote this report,” he said, “but you are the state of CPaaS.” The crowd, slow to respond at first, quickly caught his energy as he asked for a louder welcome.

That set the tone: CPaaS is not a static category. It’s a living, evolving ecosystem. And the people in the room—platform builders, telcos, developers, investors, partners—are the ones shaping its future.

A Researcher Who Didn’t Get CPaaS (At First)

Andrew admitted something few in the industry would dare say out loud: despite decades in telecoms and years running a research company, he didn’t really “get” CPaaS until this past year. “It’s a concept about concepts,” he said, “and the language we use to describe it often makes it harder, not easier, to understand.”

That led to one of the report’s strongest insights: CPaaS needs a new story. One focused not on acronyms and abstractions, but on outcomes, value, and transformation.

Enter: Intelligent Engagement

Through hundreds of conversations and dozens of case studies—many pulled from our Service Provider Playbook—Andrew developed a new frame for the industry:

“You are not just in CPaaS. You are in the business of Intelligent Engagement.”

This phrase, inspired by conversations with leaders at Infobip, Sinch, BT, Q Advisors, and many others, captures something essential. It reflects the shift from tactical tools (like SMS alerts) to strategic transformation (like AI-powered customer journeys).

“Intelligent Engagement,” he explained, is:

• The real outcome enterprises are buying.
• A better language for differentiation.
• A more effective way to connect with decision-makers.

In contrast, the term CPaaS—even though it’s familiar to us—often loses customers in technical jargon. “If your pitch takes 5 seconds to decode, you’ve already lost the room,” Andrew warned.

Strategic, Not Just Tactical

One of the most powerful findings from the report: CPaaS isn’t just tactical. It’s increasingly strategic.

Across dozens of case studies, companies using CPaaS tools weren’t just solving communication issues. They were:

Scaling operations. Personalizing experiences. Building more adaptable, AI-ready businesses.

Strategic value—like improving agility or enabling growth—showed up more often than expected. It’s not just about better CX. It’s about building businesses that can evolve.

The Case Directory: Real Proof, Real Impact

Much of this analysis was made possible by CPaaSAA’s Service Provider Playbook—a massive resource of over 90 real-world examples. Andrew read every case. Then he read them again. And again.

“The value is already there,” he said. “We just need to surface it.”

That’s why we’re launching the Case Directory—a searchable, growing library of CPaaS use cases, business outcomes, and quantifiable results. This is where strategy meets storytelling. And it’s one of our key tools to unlock faster growth and broader adoption.

From CPaaS to Intelligent Engagement: A Maturity Journey

The report outlines a clear evolution path:

• Tactical CPaaS – SMS alerts, reminders, basic messaging.
• Customer Experience Management – multi-channel orchestration, automation, analytics.
• Intelligent Engagement – AI-powered, insight-to-action systems that enable real-time responsiveness.

Where’s the opportunity? Mostly at the far end of that curve. Businesses want insight-to-action loops. They want faster decision-making, more responsive operations, and tools that drive outcomes.

So, How Big Can This Get?

Everyone’s favorite question: is the $100B market real?

Andrew gave us three forecast scenarios:

• Steady Growth (~11% CAGR) → ~$55B market.
• Mid Case (~18% CAGR) → ~$73B.
• Ambitious Case (~25% CAGR) → ~$100B.

Yes, that last one is possible. But only if the industry gets serious about:

• Educating the market on new messaging channels like RCS and WhatsApp.
• Engaging telcos with network APIs.
• Showing how voice—now enhanced by AI—is a source of innovation again.
• Cleaning up fraud and inconsistencies in delivery, especially in gray areas of the industry.
• Talking about outcomes, not acronyms.

As Andrew put it: “You sit at the intersection of cloud, telecom, and AI. You’re already growing at 21% CAGR. You have every reason to be excited.”

Where the Money Is (and Isn’t)

A key insight from the closing slides: CPaaS isn’t just competing with UCaaS or CCaaS—it’s encroaching on digital marketing and customer care.

• ~$600B is spent on digital marketing.
• ~$300B on customer care.
• Much of that is poorly measured, riddled with fraud, and ready to be disrupted by better engagement tools.

This is the real prize. And CPaaS—if reframed as Intelligent Engagement—can go after it.

What Comes Next?

Andrew ended with a challenge to the audience:

Stop selling tech. Start selling outcomes. Don’t hide your value in jargon. Share your wins. Build a shared narrative that helps the whole industry grow.

The State of CPaaS 2025 isn’t just a research report—it’s an open invitation to every CPaaS provider, telco, and partner to evolve the story, raise the bar, and build the future together.

→ Download the report

Everybody can download the full State of CPaaS 2025 report here.

→ Contribute to the Case Directory

Got a great use case? Help grow our industry’s collective evidence base. Reach out to contribute to the Case Directory.

→ Continue the conversation

Join our Working Groups and events leading up to MWC Barcelona to shape the next wave of CPaaS growth.

Let’s stop talking about CPaaS like it’s a product category. It’s a movement. And it’s time we act like it.

Jonathan Bean and Rob Kurver Close Day 1 of CASA25 with a Fireside Chat on What’s Next for Communications

As Day 1 of CASA25 came to a close, the tone shifted from urgency to opportunity. In a fast-paced fireside chat, Jonathan Bean, CMO of Sinch, joined Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance, to reflect on the day’s discussions and project what’s next for the communications industry.

Spoiler alert: it’s big.

💡 Glass Half Full

Jonathan opened with a challenge to the room: let’s stop being cynical.

In an industry often obsessed with what’s broken, it’s easy to forget what’s been built. “When I joined CPaaS six years ago from the software world,” Jonathan shared, “the total ecosystem profits were around $200 million. Today? Billions. That’s a 10X increase.”

The takeaway: progress has happened. But we haven’t talked nearly enough about the customer—the real people and businesses benefiting from this transformation. “On my way here, almost every touchpoint was powered by one of our platforms. We’re already creating intelligent experiences, and that momentum is only increasing.”

🧠 A New Act: CPaaS 3.0 and Agentic AI

The conversation quickly moved to the next act. Inspired by CPaaSAA’s narrative of CPaaS 1.0 (SMS), CPaaS 2.0 (multi-channel), and CPaaS 3.0 (intelligent engagement), Jonathan made it clear: “We’re entering a new phase—one shaped by AI and orchestration.”

But this isn’t about fear. “For some players, it’ll be disruptive,” he admitted. “But for others, it’s a chance to create even more value across the ecosystem. AI, especially agentic AI, will radically shift how we think about engagement. We’re already seeing LLMs interact with our APIs in fascinating ways.”

Instead of treating AI as a threat, it’s time to build bridges—to become the infrastructure layer for AI-native companies. Or as Jonathan put it, “Our biggest customers may not even exist yet—they’re being founded right now.”

🧱 From Aggregation to Orchestration

For the past decade, CPaaS players helped companies aggregate access to messaging, voice, video, and email channels. But the future lies in orchestration—guiding meaningful customer journeys across these channels with intelligence baked in.

The goal? “Outcomes, not APIs.”

Sinch and others in the space are shifting from being mere pipelines to becoming engagement platforms, where developers, startups, and enterprises can build customer experiences that adapt, learn, and deliver.

This aligns strongly with the CASA25 theme of Intelligent Engagement—moving beyond just messaging to full-stack, AI-enhanced customer interaction.

🧑‍🚀 New Customers, New Mindsets

One of Jonathan’s most compelling points came when discussing the startups entering the space: “They’re vibe-coding apps on the weekend and just want their app to send an SMS or email. They don’t understand telco legacy. They don’t care. But we can onboard them through email, and then guide them into the world of messaging and regulation.”

In other words: onboard simple, then educate.

This generation doesn’t want to learn how to navigate telco red tape. They want platforms that work—fast. And whoever solves that friction stands to win their loyalty, and their volume.

🌐 Ecosystem Thinking

In closing, both Rob and Jonathan emphasized partnerships and ecosystem alignment. The day had started with warnings—about disruption, about AI, about the death of telcos—but it ended with hope.

As Jonathan put it, “Each of the partners we’ve had on stage today has a huge future. It all comes down to agility and customer centricity. Sure, we face headwinds—but the opportunity is so much bigger.”

TL;DR: The Future is Not a Threat—It’s an Invitation.

This isn’t about resisting change. It’s about accelerating it—together. CPaaS players like Sinch, alongside telcos, AI startups, and enterprise partners, are laying the foundation for a new infrastructure: Intelligent Engagement at scale.

Aggregation was Act 1. Orchestration is Act 2. And with agentic AI, the curtain’s rising on Act 3.

Let’s make sure we all have a role to play.

At CASA25, Boris Maric, Commercial Excellence Officer at Infobip, took the stage with a bold statement: “Conversations are becoming the operating system of customer experience.”

Not the interface. Not the channel. The operating system.

It’s a radical reframing—but one that cuts straight to the heart of what Intelligent Engagement really means in this next era.

And Infobip isn’t just theorizing. They’re building. Testing. Scaling. Pivoting. Because for Boris and the team, it’s clear: if we don’t evolve from messaging to orchestration, someone else will.

From Channels to Conversations to Orchestration

Infobip’s journey is grounded in a simple but powerful insight: conversations are now the homepage of CX.

What used to be done across websites, apps, and disconnected touchpoints is now collapsing into a single thread—literally. One WhatsApp conversation. One RCS flow. One smart agent that knows what you need before you ask.

It’s the convergence of three forces:

• Conversational Messaging Boom – Already embedded in our daily lives.
• Messaging Channels Becoming Super Apps – Seamless, in-channel discovery, action, and support.
• The Rise of Agentic AI – Moving from assistive to autonomous engagement.

This shift means the interface shrinks and the backend complexity explodes. If you’re doing it right, the customer sees a single, simple thread. Behind it: orchestration, personalization, security, failover, and real-time data—powered by a blend of CPaaS infrastructure and generative AI.

Trust. Guide. Act.

Boris introduced a simple but compelling model: Trust, Guide, Act.

It’s not about “blasting messages.” It’s about embedding value inside a conversation.

• Trust is the entry point—built through verification, branding, and secure network APIs.
• Guidance comes through rich UI elements: suggested replies, contextual content, personalized flows.
• Action is the goal: a purchase, a booking, a service interaction, all within one seamless journey.

And when all three align? “The interface shrinks.” One thread. One customer. One intelligent engagement.

From Use Cases to Agentic Workflows

Infobip’s current focus includes:

• Smart chatbots and AI assistants
• AI-supported call center flows
• Fraud detection and prevention (leveraging network APIs)
• End-to-end campaign orchestration

But Boris emphasized a critical next step: evolving from isolated use cases to agentic workflows.

This means AI doesn’t just support the flow—it becomes the flow. Taking action, triggering transactions, orchestrating across systems.

In a world where AI eats SaaS, that shift becomes existential.

The Hard Truth: CPaaS Must Change

Boris didn’t shy away from the elephant in the room. Growth is slowing. Margins are under pressure. AI isn’t just a buzzword—it’s a disruptor.

AI is disintermediating SaaS, allowing enterprises to build more in-house.

Ecosystems are gaining power, simplifying procurement and increasing stickiness.

Messaging is commoditizing, and unless CPaaS evolves, it risks being relegated to the plumbing.

To lead in this new landscape, CPaaS providers must:

• Control the omnichannel orchestration layer
• Extract and leverage the value of first-party and contextual data
• Accelerate Network API adoption with telcos
• Build AI-native, agentic solutions that drive outcomes

In Boris’s words: “We need to take the orchestration part and lead the entire industry.”

Redefining CPaaS: Three Layers of Intelligent Engagement

Infobip’s framework to navigate this shift breaks CPaaS into three interconnected layers:

• Trust Layer – Network APIs and telco-grade infrastructure
• Omnichannel Layer – Preferred channels, failover scenarios, and real-time adaptability
• Action Layer – AI and agentic systems that execute, decide, and perform tasks autonomously

The future? Not just richer conversations, but conversational operating systems—fully integrated, intelligent, and outcome-driven.

What’s Holding Us Back?

Despite the vision, there are friction points. Boris didn’t sugarcoat them:

• Slower telco alignment on Network APIs
• Regional fragmentation in operator models
• Lack of orchestration maturity across the stack
• CPaaS industry inertia: stuck in “messaging” while others build full-stack solutions

But there’s a path forward.

Start with use cases that work.

Build them with startups and risk-takers, not just enterprises.

Orchestrate across channels, data, and AI—and make it seamless.

Final Word: This Is the AI Opportunity

Infobip sees two key accelerants ahead:

Agentic AI – to drive real-time, autonomous action CPaaS as the orchestrator – leading enterprise and telco transformation

And Boris left us with this clear call to action:

“We sit on a ton of data. We already have the infrastructure. The next battle is orchestration. If we win that, we win the future.”

Watch this space. The future of customer experience is being rebuilt—one intelligent conversation at a time.

At CASA25, Vonage’s new CMO Neelam Sandhu took the stage to deliver the first industry keynote—and reframed the room’s expectations from the very start.

Yes, the talk touched on network APIs, CPaaS, and 5G. But more than that, it was a wake-up call: the telecom industry needs to stop selling features and start delivering outcomes. It needs to stop defining itself by what it connects—and start defining itself by what it enables.

This, Neelam explained, is where Intelligent Engagement begins: not as a tool or a trend, but as a way of thinking about how mobile networks can finally fulfill their potential in the digital economy. The same way cloud computing reshaped every industry over the past 20 years, mobile networks could reshape the next 20. If, that is, the industry can think—and act—like a platform.

1. What Cloud Did for Digital, Mobile Can Do Next

Neelam drew a powerful analogy between the rise of cloud and the untapped potential of mobile networks. Cloud computing didn’t succeed because it was technically clever. It succeeded because it unlocked new value—speed, flexibility, scale—for every business model it touched.

Today, mobile networks have that same potential. The building blocks are ready:

• 5G is now deployed in over 80% of high-income countries
• Programmable network APIs are being exposed
• Cloud and AI have matured enough to bring intelligence into the network layer

“The cloud unlocked AI. Now cloud and AI can unlock the network,” Neelam said.

It’s not a metaphor. It’s a market signal. The mobile network is ready to become the next digital platform. And just like cloud, that platform needs an abstraction layer—a way for developers, startups, and enterprises to build on top of it without needing to understand how it works under the hood.

That’s where Vonage, Ericsson, and Aduna come in.

2. Vonage’s New Role: The Abstraction Layer for the Network

Vonage, under Neelam’s leadership, is no longer positioning itself as just another CPaaS player. It’s now the interface—the business-facing layer—for a full-stack platform that spans from physical network to digital engagement.

Vonage’s tech stack includes:

• UCaaS: foundational communication channels
• CCaaS / vertical engagement platforms: tailored to industries like healthcare, retail, and finance
• CPaaS & APIs: the programmable glue
• Network APIs: the new addition—connecting directly into Ericsson-enabled mobile network functions

In short: Vonage is helping turn networks into platforms, just as AWS turned servers into services.

And the key to unlocking this platform value isn’t jargon—it’s storytelling, use cases, and real-world outcomes.

3. From CPaaS to Outcomes

Neelam was candid: “If I say CPaaS on stage, I should have to put a coin in a jar.”

That’s because the CPaaS label no longer captures what the industry needs. It’s not about enabling programmable messaging—it’s about designing communication journeys that adapt to context, intent, and industry needs.

Whether that’s a first responder securely transmitting diagnostics from an ambulance, or a bank proactively engaging a customer before fraud occurs, the focus is shifting:

🛑 From APIs

✅ To orchestration

🛑 From features

✅ To outcomes

This is where Intelligent Engagement becomes more than a marketing term—it becomes the north star.

4. Aduna and the Role of Aggregation

One of the most important enablers of this transformation is Aduna, the global telco joint venture built to standardize and simplify access to network APIs.

Aduna is already:

• Live in 17 countries
• Working with 37 telco partners
• Supporting 23+ APIs across network and comms layers

Much like cloud providers created standardized, scalable compute and storage APIs, Aduna is doing the same for telco capabilities like quality-on-demand, location, number verification, and more.

Neelam’s message was clear: fragmentation kills adoption. Aggregation creates markets.

And if we’re serious about making the network the next digital platform, developers need a trusted, unified interface to build on. That’s what Aduna delivers.

5. AI: Woven In, Not Bolted On

When asked about AI’s role in all this, Neelam made a key distinction:

“AI isn’t the headline. It’s a pillar.”

Rather than pushing AI as a buzzword, Vonage is embedding it across its stack:

• In smarter routing
• In real-time personalization
• In predictive engagement logic
• In tools that make human and machine agents work better together

Just like cloud became essential infrastructure, AI is becoming embedded intelligence. What matters now is how well it integrates into the communication fabric—and how much it improves the experience, not just the efficiency.

6. The Cultural Shift: From Telco to Tech

Beyond the technology, Neelam called for a mindset shift.

“We need to stop thinking like telcos. We need to start thinking like tech companies.”

This means:

• Partnering across traditional boundaries
• Moving faster
• Building ecosystems, not just selling capabilities
• Speaking in use cases, not layers
• Seeing communications as an enabler of digital transformation, not just another service line

It also means being bold—possibly acquiring AI startups, reshaping business models, or experimenting with monetization strategies that look more like cloud marketplaces than telecom pricing sheets.

Final Reflection:

Neelam’s keynote didn’t just explain where Vonage is heading—it outlined the path for the entire industry.

The next era of growth won’t be led by those with the most APIs, or the most telco partners. It will be led by those who understand what all this technology is actually for—creating meaningful, trusted, real-time engagement between people and brands, machines and moments.

That’s the real transformation. That’s the new standard.

Intelligent Engagement isn’t just a theme for CASA25—it’s becoming the strategic north star for the entire cloud communications industry. Whether you’re building CPaaS platforms, launching new AI experiences, or orchestrating APIs and workflows across channels, the message is clear: real-time, context-rich, intelligent interactions are what set the next generation of communication apart.

That vision got a powerful boost this month with RingCentral’s new whitepaper, Beyond CPaaS: Harnessing the Full Potential of Integrated Communications Platforms. It’s packed with data showing how integrated, AI-powered platforms aren’t just nice-to-have—they’re measurably transforming business outcomes.

💡 From CPaaS to Intelligent Engagement

According to RingCentral:

“The fundamental value of CPaaS lies in its ability to transform communications into a strategic business asset. By providing a flexible, scalable platform for integrating various communication channels into existing applications and workflows, CPaaS enables businesses to create tailored experiences for both customers and employees.”

That’s exactly the foundation Intelligent Engagement is built on: combining APIs, automation, and AI to deliver real-time decisions, deeper customer relationships, and faster go-to-market execution. The report notes:

• Up to 45% cost savings vs. traditional communication tools
• 72% faster time-to-market for new features
• 10,000+ daily SMS messages and 1,200+ digital faxes automated by just one user (Senderra RX)

🎯 Why It Matters for CASA25

At CASA25, Intelligent Engagement will serve as the connective tissue across all themes—from Telco APIs and AI orchestration to security, trust, and convergence. You’ll hear from members and partners who are applying these principles across every layer of the stack:

AI: from contact center automation to intelligent routing and conversation intelligence Network APIs: providing the underlying signals that make engagement contextual and real-time CPaaS/UCaaS/CCaaS convergence: not just stitched together, but natively intelligent

🔁 Real Use Cases, Real Impact

This isn’t theory. It’s happening now—in healthcare, financial services, retail, and education. RingCentral’s examples show how intelligent engagement works across industries. And at CASA25, we’ll see new demos, share results from working groups, and explore what comes next—from agentic AI to programmable customer journeys.

Now What?

So if you’re still thinking of CPaaS as just APIs, or AI as a chatbot plugin—it’s time to zoom out. Intelligent Engagement is the new lens for strategy, investment, and innovation in cloud communications.

See you in Amsterdam. This year, we’re not just talking—we’re doing.