As enterprises demand greater flexibility in communicating internally and with customers, CPaaS will be a powerful solution. Communication platform as a service or CPaaS enables users to extend their existing communication systems using pre-built APIs, SDKs, tools, features, and capabilities. It can be scaled up or down with minimal development effort.
One of the leading CPaaS providers today is MessageBird, a company founded in 2011. Developers and businesses can connect with customers anywhere and on any channel thanks to the company’s range of omnichannel solutions and cloud communications APIs. MessageBird was created with zero external investments and turned profitable for six years before raising $60 million from US-based Accel Partners and UK’s Atomico and raising another $200 million in Series C in 2020.
Understanding the MessageBird CPaaS Offering
MessageBird CPaaS refers to a collection of APIs that enable a wide range of communication capabilities in a modular, extensible format. It has four main components:
- APIs: With thorough documentation, comprehensive API references, and user-friendly SDKs, our dependable, auto-scaling APIs enable developers to get up and running quickly.
- Inbox: Regardless of the channel, it aggregates all client communications into a single thread. With direct access to information from third-party providers like Shopify, agents are enabled to perform at their highest level and customize every engagement.
- Channels: MessageBird CPaaS provides channel compatibility, whether a business is looking to enhance the usability of current channels like SMS, phone, or email or incorporate new channels like WhatsApp, Instagram Direct, or Google Maps.
- Flow builder: It is a tool for automating workflows. Businesses may use automated workflows and dialogues to redirect discussions to the appropriate agent, minimize the number of manual activities, create self-service processes, and gather crucial information upfront.
In addition, MessageBird offers tailored solutions like free inbox capabilities for non-profits and FAQ chatbot builders. Now let’s take a closer look at the main MessageBird CPaaS APIs.
Conversations API
MessageBird Conversations API is an omnichannel messaging solution to integrate sending and receiving messages throughout all platforms in a single conversation thread. The overview of communications between the users and clients across all defined channels is known as a conversation. A conversation may be terminated via archiving so that users will initiate a new conversation when the consumer contacts the user again. This is particularly advantageous for support scenarios where conversations must be started and ended instead of staying in a continuum.
SMS and Voice Calling APIs
You may send or receive text messages to/from any country through a REST API through MessageBird’s SMS API. Users can always track the status of a message by using the given endpoint since each message is assigned a unique random ID that functions as its identification. The voice calling API allows VoIP features in your web application to place, accept, and monitor voice calls using a MessageBird voice-led virtual mobile phone number to and from any country in the globe using a REST API.
Voice Messaging API
You may convert texts into voice messages and send them to any country using MessageBird’s Voice Messaging API. Each voice message has a distinct ID used for the location of the voice message’s status. 26 different languages are available for users to choose from, as well as other attributes such as a male or female voiceover, speaking tempo, repetition, timetable, etc.
Integrations API
Endpoints are available for building and requesting message templates using the MessageBird Integration API. Some networks, like Facebook and WhatsApp, restrict businesses from sending messages more than 24 hours after an end-user sends an incoming message. Only the platform’s template messages that must be pre-approved are permitted outside the support window. The Integrations API for MessageBird CPaaS allows users to build, retrieve, and remove user templates.
File Storage API
Media files may include sensitive client information. Therefore storing them in publicly accessible URLs is not secure. However, many message types across multiple platforms need them to be stored in a public URL so they may be used for sending messages. Users may securely upload, retrieve, and delete files using the File Storage API to be utilized while sending WhatsApp and Email messages over the Conversations API. Since authentication is required to access files through the File Storage API, a company’s customer private data won’t be made accessible to the general public.
Omnichannel Widget and Numbers APIs
The Omnichannel Widget JavaScript API from MessageBird enables users to alter the appearance, functionality, and availability of the Omnichannel Widget on your website. Users can purchase and manage their phone numbers via the Numbers API, which lists all available MessageBird phone numbers.
Language Detection and Named Entity Recognition APIs
The language of a particular phrase is determined through the MessageBird Language Detection API. It assumes that the provided phrase is composed in a single language, and if that assumption is incorrect, it might result in unexpected behavior. For longer paragraphs, language detection performs exceptionally well. Over 180 languages are supported by this API, which adheres to the ISO-639-3 language code standard.
MessageBird CPaaS Review: Verdict
The MessageBird CPaaS is a powerful and comprehensive solution. Additionally, it reduces entry barriers for first-time CPaaS customers by offering a free-to-use solution tier that gives access to all channels with minor use restrictions. With a score of 4.6 out of 5, it also has an excellent rating on Gartner Peer Insights. The solution might be slightly erratic in terms of new feature updates, and there haven’t been any significant announcements for MessageBird in the last several quarters. It was last named in the Gartner Market Guide for CPaaS in 2019.
