What is CPaaS?

Communications Platform as a Service (CPaaS) is a cloud-based platform that connects businesses to their customers in an easy-to-use manner. Recent studies have shown that customers prefer direct, authentic interactions with real-time communications such as voice, video, and instant messaging, which is why businesses are using CPaaS to integrate directly into their business apps and software.

CPaaS solutions create intelligent connections by enabling communication capabilities such as

  • Social channels (WhatsApp and Facebook Messenger)
  • Voice and VoIP
  • Multimedia message services (MMS)
  • Short message services (SMS)
  • Video and teleconferencing
  • Rich communication services (RCS)

CPaaS solutions are revolutionising business communications and have been proven to save time and money in many aspects. Being a cloud-based solution, companies save money by not having to purchase hardware and set up their infrastructure. Businesses also save time with the deployment of CPaaS because it can be set up and ready for use in a matter of days. Integrating applications through the use of APIs makes it easy to quickly develop and deploy real-time communications like messaging, video, voice, web, mobile and business apps. CPaaS solutions are customisable, so businesses only pay for the features they use.

In addition to the affordable setup process, CPaaS can cut costs and assist businesses with running more efficiently by performing tasks such as:

  • Sending out appointment reminders to prevent the occurrence of missed appointments
  • Adding a support chatbot to the website to reduce the cost of live support calls
  • Texting delivery updates to reduce the number of redelivery requests

Greater Customer Experience (CX)

In today’s connected world and with the help of CPaaS, businesses can provide a highly personalised one-on-one customer experience. CPaaS enables businesses to communicate one on one with a customer, providing more opportunities for meaningful engagements including:

  • Digital coupons
  • Expiring offer reminders
  • Abandoned cart reminders
  • Live chat assistance
  • Appointment reminders

Robust Security

With a CPaaS solution, you can add an extra layer of security to your business communications. By enforcing two-factor authentication (2FA), enabling phone number verification and sending instant fraud notifications a CPaaS solution can, add security and strengthen customer confidence and trust in your business while reducing risk.

Flexible Customisation 

Your business and customers are unique, so a customisable solution is perfect for any business size in any industry. The simple “plug-and-play” nature of CPaaS allows total customisation of communication channels to meet a particular budget and marketing strategy, as well as any capabilities and customer experience needs.

Choosing a CPaaS that is right for your business?

Easy implementation and API availability are two of the most important factors to consider when choosing a CPaaS provider. Easy implementation usually signifies that the provider has a robust and easy-to-use platform that can be quickly integrated into your existing infrastructure. API availability means that the provider has integrated a wide range of APIs that can be used to customise the functionality of the platform. By doing your research and considering all of these factors, you can be sure to choose the CPaaS provider that is right for your business.

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