2022年通信趋势报告（英）

Customers now want faster one-to-one interactions with their favorite brands.

As a result, we’ve seen hyper-personalization, automation, and 24/7 availability take center stage.

Recent developments in technology have led to new entrants including AI chatbots, rich messaging apps, and upgraded voice and video channels – making it easier for customers and brands to connect and stay connected.

We see these industry trends on our own platform with substantial increases in cloud contact center interactions, chat apps as key channels for marketing, sales, and support – as well as year-on-year growth in the use of digital channels for customer communication.

We’ve seen popularity in chat and rich messaging apps grow with an 80% increase in WhatsApp interactions compared to 2021 and a 62% increase in RCS interactions. However, although more and more customers are choosing to chat with their favorite brands, traditional channels still play a key role in the customer journey – with 75% more SMS interactions and 91% more Email interactions taking place on our platform in the first half of this year.