Communications platform as a service (CPaaS) has been around for a while now and has been a hot topic — off and on — for at least five years. CPaaS pioneer Twilio’s 2016 IPO was one of that year’s huge successes, and the company’s CEO, Jeff Lawson, keynoted Enterprise Connect in 2017. But at the time, the industry didn’t seem to know what to do with CPaaS, at least to drive the kind of large-scale changes that the early excitement seemed to promise.
