The market for Communications Platforms as a Service, or CPaaS, is set to grow to around $17.2 billion in 2023 according to a study by IDC. Driven by increasing demand for flexibility and innovation in an environment that’s constantly changing, CPaaS opens the door to new forms of business transformation.
Unlike traditional unified communications platforms, CPaaS platforms, and APIs (application programming interfaces) support developers in adding new functionality to their existing tools. You can implement all kinds of unique features into the services that your team uses every day, without having to worry about building the back-end infrastructure yourself.
A full CPaaS offering provides businesses and developers with software tools, APIs, and sample code, as well as assisting with things like customisation and implementation.
CPaaS and APIs Open the Door for Transformation
In simple terms, CPaaS and APIs mark the transition from a one-size-fits-all environment. With CPaaS solutions, companies can implement the tools they need to serve their customers and delight their employees, without buying anything they don’t want. You can add intelligent IVRs and SMS to your contact centre or unlock new video recording functionality for your collaboration tools.
Before the rise of CPaaS and APIs, most businesses were forced to make do with a selection of off-the-shelf solutions that rarely addressed their unique needs. Unfortunately, as the need for more immersive, omnichannel experiences in communication emerged, these standard tools just weren’t enough. CPaaS emerged as an opportunity to integrate all kinds of communication features into the business landscape in a way that’s customisable and affordable.
Through APIs, organisations have the freedom to elevate all kinds of communication applications and components in their business, and support teams in accomplishing a range of new things. Teams can develop exactly the solutions that they need, without compromising on consumer or employee experience. Companies can even use CPaaS and APIs to expand the potential of their business into new geographical environments or unlock new experiences for employees.
The Growing Impact of CPaaS
CPaaS is the response to the growing need that companies have for more flexible and scalable environments that suit the needs of an evolving workforce and a changing customer base. Intelligent CPaaS tools can deliver everything from omnichannel contact centre solutions to incredible opportunities for better security and compliance in the workforce.
Because CPaaS is cloud-based and delivered by a provider, this also reduces some of the impacts on the customer, by ensuring that they don’t need to hire expensive developer teams to manage the backend. Vendors can deliver an accessible and scalable solution that’s managed on an external environment. When teams are ready to upgrade their functionality or add new features, all they need to do is contact their chosen supplier.
As the environment we live and work in becomes increasingly complex and continues to transform at an incredible pace, CPaaS and APIs are the keys to staying ahead of the curve. This technology offers today’s teams the flexibility, scalability, and opportunities they need to thrive.
