Enterprises exploring new technology solutions are increasingly encountering as-a-service options, which allow them to access outsourced functionality for everything from communications to networking solutions. If you’re considering how investing in communications might propel you toward your business objectives, you’re likely encountering some new managed service options, and you may be wondering, “What is CPaaS?”
Communications platform as a service (CPaaS) is an affordable way to add features and functions to your communications stack without a large investment or big implementation process. CPaaS essentially provides the application programming interfaces (APIs) necessary to integrate communications features right into existing business applications.
CPaaS Versus UCaaS
You’re also likely to examine the differences between CPaaS and unified communications as a service (UCaaS). While the technologies are different, they do both offer access to features such as video conferencing, messaging, and collaborative tools. Both are connected through a public or private IP connection.
While UCaaS is a single application for a variety of communications tools and features, CPaaS is a way to add only the features you need and want through APIs. UCaaS is starting from scratch; CPaaS is enhancing what you have. For instance, you can use CPaaS to add a chat feature to an existing customer service interface.
Both CPaaS and UCaaS are intended to allow businesses to improve communications with cloud solutions, and both are an ideal choice for any size business. The difference lies in whether you prefer to add features to an existing framework through CPaaS or start over with UCaaS.
Why Companies are Implementing CPaaS
In the cloud era, companies have an increased level of agility, and customers know that their experience is paramount to the company’s success. CPaaS gives a company the flexibility and agility to respond quickly to customer demands or changes in the corporate digital strategy that drives changes at the customer service level.
CPaaS is a good fit for companies that want enhanced communications features on a tighter budget, because it offers only the features you want, and you’re not paying for extra tools you’re not using.
For instance, CPaaS allows a contact center to add a video conference feature into the customer service portal. When a customer is calling with a complaint about a particular product, this feature allows them to demonstrate the defect, builds a relationship between the agent and the customer, and provides a more personalized experience for the customer.
Having communications features built into existing business applications, like a customer relationship management solution, allows agents to assist customers and solve issues within the context of the customer's history.
If you’re considering a communications upgrade, contact us at Enterprise Visions about the possibility of a CPaaS solution. We look forward to talking with you about your business needs and helping you leverage the best solutions for your unique situation.