As communication is evolving, customers are using countless channels to interact with businesses to purchase products and request services. They are more likely to prefer companies that support channels, such as messaging apps, social media platforms, and online videos.
The importance of communication platforms
Communication platforms allow organizations to incorporate real-time communication capabilities including voice, video, messaging, and business applications that allow for efficient, engaging experiences with customers.
While products can be goods or services, platforms are access gateways. Many of the world's successful companies such as Salesforce, Airbnb, Amazon, Microsoft, and Facebook use platform models.
Cloud solutions, available on platforms, have given birth to platforms as a service (PaaS). PaaS is a type of cloud computing solution that provides a complete development and deployment environment for businesses and developers. Think of it like a pre-built kitchen - you just need to bring your ingredients and recipes (your code and ideas) and start cooking (developing and deploying applications). PaaS offers several advantages like reduced costs and complexity, faster development cycles, easier maintenance, and increased scalability.
CPaaS, the communication solution
According to Statista, PaaS revenue is predicted to hit $244.10 billion by 2028 worldwide. Platform solutions that fulfill specific requirements, such as communications platform as a service (CPaaS), are offshoots of this growth.
In the past, businesses that needed communication functions as an integral part of their services had to rely on phones or internet service providers. Apart from paying a hefty price for them, they also had to monitor such functions using complex hardware and skilled personnel.
Nowadays, businesses no longer need to deal with multiple wireless providers. CPaaS helps integrate communication functions into business processes and services via application program interfaces (APIs). APIs are basically codes that allow software programs to exchange communication.
Why invest in CPaaS?
1. Less expensive
CPaaS is cloud-based; companies don't need to spend much effort and money on building or maintaining infrastructure for a single function. Apps that use APIs can be prototyped, used, and delivered to customers quite fast.
Companies can choose a good CPaaS solution, rather than buying and installing expensive hardware and software. CPaaS solutions such as CEQUENS Omni-Channel Chat allow embedding several communication channels like WhatsApp, Facebook Messenger, Google BM and more, making it easier for businesses to integrate services like in-app customer support besides their core products all in one holistic communication suite.
2. User-friendly
CPaaS functionalities such as drag-and-drop, and low-code capabilities make it ideal for businesses without dedicated IT teams to automate workflows and build custom applications. It also lends itself to serverless computing capabilities, as experienced by companies such as AWS Lambda and Azure Functions.
3. Omnichannel advantage
Most businesses now use multiple channels to manage their workflow, sell their products, and interact with customers. According to McKinsey, 75% of consumers want a seamless omnichannel experience. The smooth transitioning between channels and an undivided focus on customers is the hallmark of an omnichannel experience.
Companies with an omnichannel approach understand and respond to real-time interactions, enabling customers to approach businesses however and whenever they want. For example, customers on voice chat with customer support personnel can seamlessly switch to SMS, if needed. CPaaS platforms facilitate omnichannel communication, improving customer experiences.
4. Innovative services
Businesses can access data and customize interactions with customers when machine learning is integrated with CPaaS. They can also use chatbots or artificial intelligence (AI) to offer advanced customer experiences. CPaaS can also be used to provide convenient services like automated self-service and smart shopping assistance among other functions.
Conclusion
CPaaS solutions are available, affordable, and extremely secure. This is why companies of all sizes across industries can easily adopt them. Investing in CPaaS would not only help businesses enhance their workflow, but also bring them and their customers much closer.
Business Partner | 
