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How Do Top 4 Industries Implement CPaaS Enablement in their Operations?

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In the last decade, CPaaS enablement has emerged as a boon for service providers. There has been a substantial rise in communication service providers relying on CPaaS to deploy their critical business applications.

 CPaaS enablement is a process that allows software developers to introduce real-time communication features to their applications without developing backend interfaces. Thus, it saves both time & money. Some of the common real-time communications features added to the applications through CPaaS enablement include – voice, messaging, video, and virtual phone numbers.

Development Framework:

A comprehensive development framework for CPaaS enablement consists of sample code, APIs, software tools, pre-built apps, and software development kits (SKDs) & libraries to develop applications on various mobile & desktop platforms.

Benefits of CPaaS-Enabled Solutions for CSPs and Vendors:

Earlier, CPaaS enablement was a challenging process as communication service providers (CSPs) used to offer only the transport technology to allow application vendors to deliver CPaaS. The enterprises used to work with one CSP to meet their telephony requirements and with other communication API firms to launch over-the-top (OTT) features. However, with the advent of technology, several service providers have now started delivering the full CPaaS functionality along with telephony services. This is indeed a win-win situation for both enterprises and vendors.

Full CPaaS functionality minimizes the burden of the enterprises involved in working with several vendors to execute a full suite of functionality as only one vendor can execute it. This also maximizes the revenues of CSPs as they can charge more for offering a full suite of functionality.

Implementation of CPaaS Enablement in Each Sector:

CPaaS enablement is touching the lives in each sector by facilitating swift communication. With the rise in the number of smartphones, it has become even more convenient to implement CPaaS enablement in every industry.

Here are some live examples of how key sectors (who are also the top clients of the Technology Sector) use CPaaS enablement:

1.     Aviation:

 While booking your air tickets, you might have noticed receiving a notification confirming the changes made to the itinerary. This happens in real-time through CPaaS enablement. All the changes made to the itinerary are communicated to the travel agent and a message is generated confirming the same. It is just a matter of a few lines of codes to successfully deliver the notification to the customer with the help of CPaaS enablement.

2.     Healthcare:

When it comes to leveraging the benefits of CPaaS enablement, the healthcare industry is no exception. Hospitals use video communication applications to organize online doctor appointments with patients. This practice has gained momentum during the Covid-19 era to maintain social distancing. Hospitals are widely using the video software development kit (SDK) to add 1-1 secure video communications between patients and doctors. This overcomes the need to develop the video backend infrastructure, which is indeed a costly affair. Furthermore, healthcare organizations rely heavily on Interactive Voice Response (IVR) to capture patients’ data to direct them to the right care unit which are enabled with CPaaS.

3.     Hotels & Restaurants:

CPaaS enablement facilitates restaurants and hotels in increasing upselling and cross-marketing through SMS. Hotels & restaurants embed CPaaS APIs into their point of sale (POS) system to promote their sales activities. For instance – when you visit a restaurant or hotel, a receptionist asks for your mobile number at check-in. The practice has two purposes.

The first purpose is to avoid the patron getting bored while waiting for his order and the second one is to foster sales. Rather than customers checking their order number on screens, these restaurants drop an alert on their mobile phones whenever the order is ready. This not only allows restaurants to improve customer satisfaction but increase their sales as well by encouraging customers to spend waiting time in buying or checking out for their new offerings.

4.     Ride-sharing:

The ride-sharing industry is one of the biggest beneficiaries of CPaaS enablement. Companies such as Uber, Ola, BlaBlaCar, Meru, etc. use phone number masking which is CPaaS enabled. This allows both rider and driver to call each other by keeping their phone number secret and maintaining privacy. These functionalities are developed through CPaaS by leveraging virtual phone numbers API.

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