CPaaS is the buzzword in the telecom industry. The acronym stands for Communications Platform as a Service. CPaaS is a cloud solution that plays an instrumental role in enabling corporates to add real-time features such as – messaging, telephony, etc. to their communication platforms and business applications. This makes the communication tools more intuitive and user-friendly and enhances the User experience (UX).
CPaaS is proving to be a necessary solution, as nearly 85% of companies believe APIs are critical to their business’s future. Choosing the right CPaaS provider can be tough when you don’t know what to look for. Whether you’re looking to add voice and messaging, or you’ve got the latest app and are looking for quick integration, there are a variety of CPaaS providers to choose from. The basic goals of every provider are simple: to provide teams with the ability to integrate communications quickly and easily.
CPaaS may seem like a straightforward process; just place some code and integrate great CPaaS communications. It’s all in a day’s work! But, there’s more that you need to worry about. If you’re looking for products that not only do their jobs, but do them well, there is more to understand when it comes to choosing the right CPaaS provider.
CPaaS is gaining traction across the globe as it facilitates a 100% customization of the communication stack. CPaaS platform is comprised of fax, analytics API, analytics, online meeting, voice, SMS, and fax to enhance the features of the software and make it more distinctive and above all user-friendly.
How do CPaaS Platforms work?
CPaaS platforms can be understood from Platform as a service (PaaS). PaaS is an on-demand / web-based platform for which customers pay a minimal subscription fee and later they can access it via. web browser. CPaaS works in a similar fashion. It uses application programming interface software messengers which transmits the data to establish communication with the existing infrastructure. The distinctive feature of CPaaS is it makes it possible to embed video widgets, voice, and messaging without making any changes to the website. The platforms also allow users to select features and integrate video customer service or chat popup. Cloud-based CPaaS platforms are empowered with advanced features to establish real-time communication. They bundle APIs, applications, and the code to facilitate the technology team in connecting the platform’s website-based applications to the backend of the website. However, at the front end, the website visitors can only see the innovative communication options.
Application Programming Interface or APIs are an integral part of the process. They are a set of functions which work as an intermediary between the two endpoints. This includes – software applications or devices. APIs also facilitate these two endpoints to interact with each other. APIs are highly reliant on Voice over Internet Protocol, popularly known with its acronym VoIP for transferring data packets from one endpoint to another. Some of the actions that prompt these interactions includes – making a phone call, sending a text, or asking for an updated status of a package.
Top Reasons for Embracing CPaaS:
CPaaS comes up with multi-faceted benefits for the organizations and touches the lives of every level of management. At the middle level, CPaaS allows developers and providers to use the cloud to create and embed rich communication features. It allows support functions in the organization to curtail human resource cost, infrastructure cost, as well as time-to-market. CPaaS acts as a catholicon for the sales & marketing team in staying in touch with the potential clients and perform regular follow-ups through automated reminders and being more responsive to the customer’s queries. CPaaS allows the top management in better strategic planning and strengthening business relationships with the external stakeholders.
Another distinctive feature of CPaaS is it facilitates multiple users to use the services within a separate environment at the same time. CPaaS also comes with 24×7 live user support services. CPaaS has a profound impact on boosting employee efficiency through wide-range messaging and collaboration options which are embedded in the applications employees use daily. CPaaS also provides easy access to novel and disruptive technology. According to the Apigee State of APIs Report, over 85% of companies have offered their trust vote to the role of APIs in fostering business growth.
CPaas – a Blessing for Businesses?
Today, almost everyone has experienced CPaaS and seen how communication APIs can make everyday interactions faster. Here are just a few examples of what CPaaS has enabled for us. There are several ways businesses can use CPaaS to delight customers, at every step of their journey, here are some of the use cases:
Simplifies the Complex Process of Appointment scheduling:
How do customers schedule an appointment with your business? Do they call your receptions or can they directly reserve the desired slot through your app?
Cloud-based platforms can help businesses design the ideal patient scheduling experience for customers. Businesses can create a separate scheduling path for new and existing customers since their needs might be different. The platform also helps store customer data like caller profile, details of past transactions, etc., to help the company representatives understand what the customer is looking for and serve them better.
Through CPaaS, institutes can also open up new channels for scheduling appointments, like WebChat and WhatsApp. As a result, it helps make appointment scheduling easy for patients and efficient for the business. By satisfying customer needs, businesses increase the chances of repurchase. According to Forbes, 73% of companies with above-average customer experience perform better financially than their competitors. Moreover, after having a positive experience with a company, 77% of customers would recommend it to a friend.
Businesses can further enhance their customer experience by sending customers reminders for the appointments they have scheduled. The process can be automated through CPaaS. According to a survey, sending appointment reminders was the primary factor that reduced no-shows. As a result, customers miss fewer appointments and dodge the no-show fees. Additionally, if something important comes up, patients can reschedule their appointment after receiving the reminder. Employees can also use their time efficiently instead of waiting for a customer who’s not going to show up.
Boosts Platform Security:
Businesses can send OTPs (one-time password) to secure online transactions, account log-ins, financial information, reports, and any other confidential information. Protecting customer data and preventing the business platform from fraudulent attempts is crucial for all companies. OTPs are the more widely implemented 2 Factor Authentication (2FA) solution. When a user is trying to access personal/sensitive information, a unique and random token is generated and sent to the backend of the software. The token is then automatically sent to the specific user to be entered for validation. This adds a second layer of security on top of the user’s account password. The token is also set to expire in a few minutes to prevent misuse.
Enables Secure Communication between Stakeholders:
Ridesharing apps, delivery businesses, healthcare platforms, etc., need to connect their employees and customers. They use a solution called number masking to safeguard contact details while connecting them. The solutions allow users to connect through a third party number instead of their actual phone numbers. This virtual number bridges calls and texts without exposing the identity of the individuals. It also prevents spam calls and personal calls from taking place between them, outside the platform.
Allows Customers to Place Calls with a Click:
When customers/leads browse through a business’s application or website, they can come across features or promotional offers they want more information on. Making them leave the application, pick up the phone, and then dial the contact center are too many extra steps. By the time they actually connect to your agent, they might get distracted or lose interest. Click-to-call is a cloud-based solution that enables users to connect with a company representative just by clicking on a button on the app/website. The feature is powered through a programmable Voice API. It helps businesses guide customers to the next stage of their journey, smoothly.
Facilitates Headhonchos in Making Data-driven Decisions:
Businesses can run their entire communication from one platform, this means that all the customer data is also in the same place now. CPaaS serves as a rich source of data. It provides a comprehensive view of customer’s details, like past interactions, preferences, sales opportunities, prior tickets, etc., making it easy for agents to provide a customized experience for all customers.
For example, when a customer calls the business, an agent can greet them with their name, as shown in the caller details. The details allow agents to act smartly and contextually. They can use their language of preference to converse. They can also see details of their previous calls and continue the conversation based on that. Customers no longer have to repeat the same details if they are talking to a different agent this time, giving a sense of a ‘one’ organization. In such a way, customers are made to feel special and have positive interactions every time they connect with the business.
Businesses also have access to other data and reports that can help them set future goals and constantly advance the business. With detailed analytics on first contact resolution, call abandonment rate, agent productivity, and more, businesses can take steps in the right direction to improve the efficiency of their overall business communication and increase customer satisfaction.
Best Ways to Implement CPaaS:
To make a CPaaS solution a real success for the organization, the top brass of the organization must focus on recruiting exceptional developers who possess valuable experience in developing custom applications which use APIs as well as installing devices & software which can interact with the API endpoints. The underlying factor that determines the triumph of a successful CPaaS solution is it must allow the user to fulfill his cloud communication requirements by offering code samples, Software Development Kits (SDKs), product documentation, and code libraries for various unique desktop & mobile applications/ platforms.
The provision of CPaaS systems expands the potential of telecommunications services. Creative and innovative developers might have steered clear of telecommunications development in the past because they lacked technical knowledge in the field. The removal of this barrier through CPaaS solutions should speed up the possibilities of convergence.
Leveraging the power of CPaaS, Telecom companies will be able to extend their services to a wide range of sectors such as entertainment, gaming, FinTech and marketing to advance their projects that blend video, voice, text, data analysis, and interactive communications. Telecom companies can effectively extend their services to Social media giants – such as Facebook, Twitter, and LinkedIn, etc. to make their services much more feature-rich. The advent of 5G mobile networks will also advance live entertainment and virtual reality applications, creating immersive experiences for consumers all over the world, resulting in more revenues for the telecom sector. The full potential of telecommunications that this service will unleash may be difficult to imagine, but it seems clear that CPaaS will alter the way we see the world.