Communications-platform-as-a-service or simply CPaaS is a cloud-based platform that allows your company to embed communications into applications and create customized flows to enhance the customer and employee experience.
Every company needs to keep their customer communications strategy innovative, such as offering multiple channels based on their preferences, utilizing AI to provide assistance and route their call to the correct agent, reduce dropped calls, and continually provide the new customer experience in this digital world.
Benefits of the CPaaS Model
The provision of CPaaS systems expands the potential of telecommunications services. The removal of this barrier through CPaaS solutions should speed up the possibilities of convergence.
Tourism, education, health services, public transport, traffic systems, public lighting, home automation, entertainment, office services, engineering modelling, mining, aerospace, research, marketing, retail, wholesale, logistics, software development, fashion, music, news delivery, social media … the list of industriesand activities that will soon be supported by CPaaS never ends.
CPaaS helps prepare your business to stay ahead of the curve with ever changing markets and consumer expectations. One of the most popular and first uses of CPaaS for many companies is enabling the ability to send and receive text messages. Businesses are getting on board with using text messaging to interact with customers. CPaaS makes it easy to add on SMS to applications and workflows so you can automate actions like appointment reminders, delivery confirmations, payment due dates, and customer surveys.
Companies can also use CPaaS to better track customer engagement across different communications channels using analytics. Tracking customer sentiment, length of call times, when a customer drops off, agent productivity, and so on is crucial to consistently improving the customer experience. In short, whether your use cases are simple, like automating text message reminders or complex, building a full seamless integration and compatibility with existing systems, CPaaS becomes your one stop shop.
