CPaaS stands for Communications Platform as a Service. It allows you to add real-time communication (RTC) tools to your own business applications and networks. Like many other “as a Service” products, CPaaS is a business platform delivered over the cloud.
Because CPaaS vendors sell you fully supported frameworks, there’s no need to build any backend infrastructure on your part, and you don’t need any technical expertise to get the most out of the platform.
That’s why CPaaS has become popular with small and developing organizations, who now have access to collaboration tools that were previously exclusive to larger enterprises. In fact, CPaaS is one of the fastest-growing communication industries today.
How It Works
In contrast to cloud services like Business Hangouts from Google Workspaces, Communications Platform as a Service by definition works partly on-site. It doesn’t run exclusively through a cloud platform but rather integrates with your internal services.
The main idea here is that you won’t have to invest in your own CPaaS infrastructure. A third-party service provider integrates the right features into your software through:
This way, you have a customizable solution where novel features can be added as necessary. Client businesses can expand the capabilities of their own networks while still maintaining basic on-site functions.
But you don’t have to worry about how it all works. A CPaaS solution provider will give you the full framework to get started. If you have any issues, you can rely on its technical support. And all of these services are provided for only a simple subscription-based fee.
Popular Examples of CPaaS
Your workplace might already be using CPaaS even though you might not know it yet. Slack is a popular example of a business communication platform that can integrate with your internal systems, allowing employees to share files and talk to each other. Another example is a chat box the web design team implements on the company website to help customers out.
The CPaaS market has grown in recent years, largely driven by recent business trends like the desire to boost the customer experience. For example,
- A help desk might benefit from having integrated video chat as an option for more engaging and personal support.
- Or similar tools can be used to track customer engagement more closely.
- Sales representatives can gain context into a buyer’s journey before engaging in support, such as knowledge of previous support tickets submitted by the client prior to the call.
- An office for professional services can send out appointment reminders automatically through its internal communication software.
- High-security industries like healthcare or online banking can use more robust authentication methods to cut down on identity theft.
Communication is such a universal business process that you might find your own creative use case after adopting a CPaaS platform.