In this technology-driven world and specifically cloud-based telephony, we encounter many acronyms and each of them entails a vast concept and technology.

One of the most promising cloud-communication technology is ‘CPaaS’.

Now, you must be thinking what is CPaaS and is it the right solution for business?

Let’s get down to the nitty-gritty of CPaaS, Communications Platform as a Service.

CPaaS is a cloud-based communication platform that allows developers to integrate real-time communications features into their applications without building backend infrastructure.

It mainly focuses on integrating real-time communication capabilities to make the communication process a breeze. It primarily focuses on enriching customer communication within the application.

CPaaS is useful and feasible for businesses of all sizes.

Imagine a customer using an e-commerce mobile app and suddenly hit a snag or need any assistance.

Usually, that means exiting the app and browsing the contact number to call the support representative. This is a cumbersome process to contact support and get the query resolved.

This is where CPaaS plays a significant role and streamlines customer communication and builds contextual communication.

What CPaaS is all about?

APIs play a key role in integration of real-time communication features into applications.

Developers can leverage the flexibility APIs and SDKs to customize and integrate communication capabilities.

As per emerging CPaaS trends, this typically includes standards-based application programming interfaces (APIs), sample code, and API documentation.

CPaaS competitors also provide support and API documentation to help developers throughout the development process.

Software development kits (SDKs) are also available for building applications on different platforms.

What are the advantages of CPaaS?

CPaaS brings significant positive results for businesses.

However, it is important to consider the integrations available and stay updated with the latest technological advancements.

1) Enhanced customer experience:

CPaaS integrated applications allow businesses to meet their customers’ unique needs in an efficient and friendly way.

SDKs and APIs enable the integration of communication features such as click-to-call, SMS, chat, file sharing, two-way SMS, toll-free numbers with minimal time and effort.

This helps to create new revenue opportunities, maximize productivity, and deliver unparalleled customer value.

2) Brand positioning:

CPaaS is a flexible and scalable platform which allows greater scalability while reducing implementation time.

Therefore, businesses using CPaaS get an edge over their competitors by positioning their brand and enriching customer engagement channels.

3) Digitally enabled business:

In this digital era, customers expect the same from their partners.

Integrate CPaaS into your apps to get started with real-time communication via voice calls, video call, SMS, chat, group chat.

What are some real-time scenarios of CPaaS applications?

With businesses focusing on building contextual communications, the demand for CPaaS is on the rise to improve the overall customer experience.

Some common applications include: video-enabled support, training and education lectures, appointment reminders, click-to-call, customer survey, and authentication services.

Video-enabled support, customer verification and eKYC allow customers to receive more personal and engaging service than traditional channels.

For instance, a customer can connect with a support agent within the app. Agents can also use contextual information to provide a more customized service.

Additionally, businesses can send OTP and authentication codes within the application for user verification, account login & more.

In the end, it is a great platform for businesses to connect with customers and build all in one communication platform.