The digital world is now a fundamental part of our day-to-day lives.
Everyone is connecting online, through chat, social media, email, video conferencing and more. What’s more, we expect every digital touchpoint we encounter to be convenient, intuitive, and easy to use. For business leaders to compete in this new experience economy, they need to offer the right technology to support dynamic customer interactions.
Communications Platform as a Service, or CPaaS, is quickly grabbing attention as a must-have solution for agile innovation in the business landscape. This simple and flexible solution for business growth allows today’s companies to explore new ways of serving their customers, without having to overhaul and rebuild their entire infrastructure.
At its core, CPaaS is a framework for adding new value to a business model. It’s part of the API landscape, offering companies versatile access to new tools and functionality at a pace that suits them. Many business leaders see CPaaS as a valuable addition to existing as-a-service operations for unified communications and contact centre initiatives. The extra flexibility means that teams can embed all kinds of disruptive technology into the workplace at their own pace.
CPaaS could be the ultimate change enabler for businesses.
What is CPaaS (and why is it so valuable)?
CPaaS, or Communications Platform as a Service, is a cloud-based solution intended to facilitate communications across various channels. Through CPaaS, businesses can integrate easily accessible communications capabilities into a range of business applications, creating custom workflows that manage inbound and outbound communications more effectively.
What makes CPaaS particularly compelling, is that it allows teams to unlock unique and disruptive capabilities for communication more effectively, at a price point they can afford. The potential of the marketplace means that IDC predicts CPaaS will be worth around $17.7 billion by the time we hit 2024. What’s more, new providers are appearing on the market all the time.
More than just an alternative to UCaaS, CPaaS is a doorway to innovation, delivered through flexible solutions. CPaaS means that you can access new functionality for your company within a matter of minutes or hours (rather than days). You can also switch functionality on and off, which means that you pay only for the services you actually need.
CPaaS goes beyond the one-size-fits-all solutions of previous communication and customer experience systems, to deliver something that’s constantly evolving and dynamic enough to serve any business.
How Businesses Can Use CPaaS as a Change Enabler
Almost every business today is looking for a way to boost customer experiences, empower employees, and drive new growth opportunities. CPaaS could be the answer in many cases, thanks to its incredible flexibility. Here are some of the ways that organisations can use CPaaS as a change enabler.
To enhance customer service
Today’s customers demand more than ever from the businesses that they interact with. Not only do they want an excellent experience at all times, but they want that experience to be delivered on the channels they choose, without any disruption.
CPaaS gives companies the freedom to add avenues to their customer service strategy whenever and however they like. You can implement messaging apps, video, and SMS into your customer service strategy, and align everything so that your agents can access the same information about a customer on any channel. This means that your team members can retain the crucial information they need to deliver consistent experiences wherever your audience interacts with you.
