SAP Digital Interconnect CPaaS Extends Solution Capabilities

SAP Digital Interconnect has integrated its CPaaS capabilities into other software solutions that are popularly deployed by enterprises

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SAP Digital Interconnect CPaaS Extends Solution Capabilities
CPaaSInsights

Published: August 27, 2020

George Malim

Communication Platform as a Service refers to cloud-based communication platforms that makes it simple for developers to add API based communications with zero effort in building back end infrastructure. According to IDC, CPaaS market segment is expected to grow from $3.3B in 2018 to $17.2B in 2023 Increase in the market is complemented by CPaaS vendors expanding the scope of their products and services to target more use cases focused on industries, customer service, Internet of Things and marketing.  

SAP Digital Interconnect has integrated its communications platform as a service (CPaaS) capabilities into other software solutions that are popularly deployed by enterprises. The initiative began with the company adding CPaaS functionality to parts the wider product and ecosystem within SAP, but the activity is not limited to SAP products and has been extended to similar providers or other solution software vendors.  

“We have certain communication channels which can be purchased as a standalone but also can be set up as multichannel, and now it’s about connecting the CPaaS platform and solutions with other products like SAP Marketing Cloud or SAP Success Factors or Customer Data Cloud,” explained Felix Heckmann, Director of Solution Management at SAP Digital Interconnect.

Many of the products in SAP are now extended using our CPaaS solutions and SAP is therefore the starting point for adding channels 

Felix Heckmann
Felix Heckmann

“At the end, customers have the full suite of all our CPaaS enabled channels in their portfolio. And that’s how we started building solutions around the CPaaS, saying let’s use what we have within the wider SAP portfolio and beyond that.” 

The integration of CPaaS solutions into other products creates consistency across enterprises and brings additional functionality to previously deployed systems. “It makes it easier to have it all integrated and there’s no need for additional contract management and procurement processes,” added Heckmann. “Support is also much easier and that was an important aspect of basically bundling the solution into another product. Of course, it’s always a matter of choice and there are definitely customers who have got their own providers and they can use them, of course.” 

Bhomik Pande, Product Manager at SAP Digital Interconnect, added that the goal is to make the CPaaS functionality widely available and easily integrated with other solutions.  “Over time, we have addressed the relevant current types of developer usages, such as sample code, snippets and documentation,” he said. 

The developer-led API economy has helped in increasing consumerization of industries with messaging as a prominent use case.  Here are some of the industry use cases that can be extended by solution efforts around CPaaS. 

Retail

With retail moving from brick to click, CPaaS based solutions can help in supporting steps for the retail transaction from click to delivery. This includes a search of product catalogues and contextual notifications with personalized services, increased buying with offers, receiving the status of pick and send order and supporting customer satisfaction, care and support. 

Banking

Solutions around banking starts with authentication with OTPs, offer management and upselling other banking offerings and supporting more transparency and agility into operations. 

Transportation, Logistics and Shipping

CPaaS based solutions can help in supporting transportation use cases for customer service, the cycle for logistics notifications from order to delivery. 

Travel, Airlines and Hospitality

Flight reminders, travel notification, flight delays, gate change notifications are common use cases that can be supported by individual multi-channel API or standalone CPaaS solutions  

 

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