How CPaaS is transforming Customer Experience
Digital Transformation is a term that’s remained on virtually everyone’s lips for the last few years. The rise of new technology in the marketplace, combined with rapidly changing customer requirements, means that we’re all undergoing the same shift. However, it’s fair to say that the path to digital transformation sped up significantly since the 2020 pandemic.
CIO notes that around 2 years’ worth of digital transformation occurred within the months of May and June in 2020. To operate in a new environment where in-person interactions weren’t possible, individuals and businesses alike needed to shift to the online world.
Fortunately, there are a handful of technologies supporting the move to a more digitally transformed landscape. CPaaS, or Communication Platforms as a Service, is just one example. Similar to most as-a-service solution, this cloud-based tool is managed completely by providers, making it easily accessible.
CPaaS adds all kinds of real-time communication features to existing services and tools through APIs, from video chat, to email and SMS. In an environment forced to be agile, CPaaS is a godsend, simplifying rapid evolution.
Even before the pandemic, technology was pushing a more real-time, remote, and mobile-enabled approach to communication between brands and customers. The COVID-19 virus simply accelerated the race to digitise and automate modern workflows.
As a solution for evolution in the current marketplace, CPaaS only costs a fraction of the expenses involved with building your own communication features in-house. For companies looking to improve customer engagement and experience, cloud-based integrations and communication channels can provide a more multi-channel experience, faster.
CPaaS channels also open the door to protect conversations and provide alternate connections during disasters, outages, and other issues. That means companies today are using CPaaS as the go-to solution for adding more diverse capabilities to their customer engagement strategies.
Initially, CPaaS seemed to be a simple solution for companies that wanted to add SMS and other basic omnichannel capabilities to their communication stack. Omni-channel messaging is emerging as a cornerstone for better customer experience. Companies can’t rely on a single platform for all of their conversations.
CPaaS isn’t just about adding new communication options into the customer journey, however. The great thing about this technology is that it also aligns multiple channels so that you have a more end-to-end view of the customer journey. You can stitch together the SMS, voice, video, and A2P solutions within your communications landscape, to access better data and provide a consistent experience to customers.
CPaaS is essentially the next generation of integrated communications. Most communication frameworks do have some gaps and blind spots in the way that they communicate with each other, customers, and vendors. CPaaS architecture allows organisations to leverage video, voice, and messaging. The growth in the CPaaS market is undoubtedly aligned with emerging trends in consumer-facing communications, and the rising demand for better customer experiences. With CPaaS, companies can build contextual avenues for communications that augment customer experience from start to finish.
Before CPaaS, combining multiple communication points within the customer journey was a complicated and expensive process. Now, it’s as simple as aligning the right APIs with your existing communications platforms.
CPaaS today isn’t just a tool for adding things like SMS to your existing stack. Today’s companies can access the same open solutions for AI innovations, video recording, and even security strategies. CPaaS allows companies to take a human-centred approach to digital transformation. It helps businesses to focus on meeting the evolving needs of their clients, without having to invest in huge amounts of technology from day one.
CPaaS environments don’t require excessive coding, debugging and scaling complications. Companies can work with CPaaS providers to build no-code solutions that make their platforms more comprehensive and effective. The right APIs allow companies to address customer demands in things like:
CPaaS has been a game-changer in the business landscape for communication. In the customer experience space, CPaaS streamlines connectivity through singular APIs and easy-to-use tools, so that there’s no limit to the kind of cohesive service a company can deliver.
In an ever-changing marketplace, CPaaS gives businesses the freedom to serve their customers in the way that suits them, without having to worry about massive initial investments and tons of on-site coding. CPaaS is the ultimate, flexible solution for digital transformation.
