Communications Platform as a Service, or CPaaS, is a cloud-based delivery model that enables businesses to add a wide range of communications workflows, features, and functions to their own business applications, processes, and products to ensure smooth connectivity within and outside the company.
Using open APIs, businesses can embed and leverage various communication methods – including messaging, video, or voice – to meet customers on their preferred channel, enable smarter, richer interactions, and create a seamless CX.
In addition to customization, CPaaS integrates with commonly used customer relationship management (CRM) tools as well as UCaaS and CCaaS solutions.
Yet, that’s not all. CPaaS offers a whole host of benefits. Businesses can enjoy:
- Cost savings on maintenance and infrastructure-related overheads
- Developer support including, access to guides, technical information, and other resources from ‘hands-off’ providers
- The ability to customize and control how systems are configured
- Better security and compliance
- Scalability to deploy tools based on needs
- Better data collection and communication with customers
- Faster time to market, particularly with enterprise-grade CPaaS vendors
- Improved operational efficiency, driven by the use of APIs
The Two Main Types of CPaaS Providers
Enterprise CPaaS providers are focused on providing scalable and reliable communication services for large businesses and organizations. These providers often offer features such as global reach, multi-channel communication, security and compliance, and customized solutions to meet the unique needs of their enterprise clients. They may also offer dedicated support and account management services to ensure that their clients receive the highest level of service and support.
Developer CPaaS providers, on the other hand, are focused on providing communication services to developers and small to medium-sized businesses. These providers typically offer self-service tools and APIs that allow developers to add communication features to their applications.
Overall, the choice between an enterprise or developer CPaaS provider will depend on the specific needs and requirements of the business.
4 Problems That Enterprise CPaaS Helps to Solve
With CPaaS, businesses can overcome many problems that often thwart the development of their customer communications. Here are four excellent examples.
- Complex IT Environments
Companies often grapple with diverse communication channels, creating a complicated IT management environment.
CPaaS solutions solve that by allowing businesses to consolidate their communication channels into a single platform, making managing and analyzing customer interactions across different channels easier.
- Tricky Channel Integrations
CPaaS solutions come with robust and easy-to-use APIs, which makes it easier for businesses to quickly and easily integrate communication capabilities into existing applications.
Gone is the need for extensive development efforts.
- Limited Scalability
CPaaS providers typically offer flexibility and scalability, allowing organizations to accommodate changes in demand. That’s a significant benefit for businesses as they grow and adjust to changing customer needs.
In short, CPaaS helps businesses enhance customer engagement and satisfaction in the way the customer wants – across multiple channels.
Today, seamless, personalized communication is a reality, thanks to CPaaS.
- Rip and Replace Development
Enterprise-grade CPaaS solutions offer a convincing alternative to the ‘rip-and-replace’ rulebook where organizations feel compelled to tear out existing systems.
By integrating with existing structures, enterprise CPaaS can seamlessly fuse the complexities of a large corporation, connecting them to various communication channels.
As a result, this enables them to swiftly provide streamlined customer journeys.
Get your copy of Webex’s IT Buyer’s Guide for CPaaS to learn more about the key features and functionalities that you need to look out for when considering an Enterprise CPaaS Solution like Webex Connect.
