Communication platform as a service (CPaaS) is a cloud based platform that…

… allows you to add real-time communication features into the existing (or) new apps using SDKs and APIs, without adding back-end interfaces and setup.

These features include the real-time attributes such as Audio/Video Calls (Conference), SMS, Chat, Numbers, IVR and SIP Trunk etc.

What CPaaS Offers You:

CPaaS provides a comprehensive structure for adding real-time communication features on your applications.

This includes software development kits (SDKs), application development interfaces (APIs), sample codes, and pre-developed applications to suit your needs.

You can also avail the required product documentation and support, that is useful during the integration and development of the features.

As unified communications have gained relevance and popularity among organizations, CPaaS has become a way of life for many industries.

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Uses of CPaaS:

Right from software companies to small, medium, and big retail industries, pharmaceutical companies, airlines, travel and tourism, insurance, hospitals, educational institutions, legal and accounting firms, real estate companies…

… all have started indulging in CPaaS to grow the business and to engage with customers easily.

Software products like CRM, ERP, school management system, hospital management system etc., highly benefit from CPaaS.

Added to that, CPaaS can make a huge difference in digital adaptors such as uber, airbnb, zomato, ola, india mart, and shaadi.com etc.

Let’s check how CPaaS makes this possible.

CPaaS provides SDKs and APIs that can be integrated into your web, and mobile apps to make the real-time communications possible.

Here is the brief sketch about SDKs and APIs –

Software Development Kit (SDK):

SDKs are set of tools in a comprehensive package, that enable developers to create custom applications and to integrate with other existing applications for a specific platform.

These sets of tools may include but not limited to sample code, libraries, data files, product documentation, user guides, and other relevant material to guide developers.

Few Benefits of SDKs:

• SDKs are easy to integrate, reducing the development cycle
• They have all the tools required to create the custom apps
• You can create your brand with SDKs in a controlled fashion
• They offer back-end support for fast and efficient deployment

Application Development Interface (API):

An API facilitates conversation between two applications.

APIs are interfaces suitable to identify an interaction between different software intermediaries.

Typically APIs allow you to share your data with your customers while maintaining the safety and security of your data.

For example, a medical distribution company can integrate an API to facilitate access to its vendors to check the availability of drugs in the repository.

This means that vendors no longer go through a long process to find what they want and order immediately.

Few Benefits of APIs:

• Improved business relations with customers creating a lasting impact
• Businesses can automate many small tasks which otherwise take time
• Better and faster integration of different software

Differences Between SDKs and APIs:

Businesses use SDKs to create applications within an application.

For these applications to communicate with other communications we need an interface wherein API comes and solves the purpose.

Hence, SDK is a set of software tools to allow developing applications and API is an interface to communicate with other applications.

Benefits of CPaaS to Various Verticals:

• CPaaS uses cloud technology and is useful for companies of all sizes to develop and integrate various communication features
• Businesses using CPaaS can reduce the cost of infrastructure, manpower, and time to market
• CPaaS can be accommodated within your budget and integrated with minimum expenditure
• Businesses processes can be quickened with the integration of SDKs and APIs in the communication channels
• By choosing CPaaS, developers can choose to pay for the services used and not the entire suite of services
• Multi-tenancy is possible in CPaaS, allowing multiple customers to use these services at the same time in a secure environment
• CPaaS provides technical support and maintenance and thus businesses can focus on their development seamlessly

Some verticals that use CPaaS and how they benefit:

#1. Financial Institutions:

Banking, insurance, and other accounting firms use CPaaS to manage their businesses and grow.

By integrating SMS APIs, banks can send transactional, and promotional messages helping customers to find what they want without entering the bank in-person.

They can send automated balance messages, checkbook messages, payment reminders, and other customer-centric messages.

#2. Hospitality and Healthcare Sector:

Automated messages for due checkups or reports can be facilitated by integrating SMS APIs.

You can set automated alert voice messages to all the staff, based on the inputs given by the admin team.

You can enable Telemedicine, and Doctor appointment, and patient counseling using audio, video features.

#3. Legal and Accounting Firms:

People working in these offices are typically on the move and require unified communications to stay connected always with their clients.

Reminder messages, appointments, live chats, and calling apps are really important to these offices.

Integrating CPaaS can easily enhance their level of working and engagement with clients.

#4. Education Sector:

Reaching, and communicating with students and parents is really critical in the education sector.

Knowledge dissemination like timetables, exam information, results, classes, and other notices can all be dispersed with efficient CPaaS integration.

Student and parent alerts and notifications can be triggered through various channels like SMS, voice call, chat, audio and video calls.

#5. Manufacturing Industries:

Manufacturing industries like garments, textiles, automobiles, and F&B largely benefit from excellent customer relationships.

Having chat setup into their applications is beneficial to support people in their sales.

These industries can also send promotional SMS by integrating SMS APIs.

#6. Software Products and Service Industries:

Support is a big thing in the software industry.

Enabling chat-based support is a boon to these organizations where employees can quickly respond to customers and solve their issues.

Using this live chat, sales people can close their sales much faster when compared to telephone calls, where the buyer may not respond quickly.

#7. F&B Industries:

The fast-moving consumer industries have taken a leaf out of their technology and have started implementing CPaaS in their communications channels.

Dairy industries are known to create innovations to their existing delivery models.

Major industries in the world offer personalized communication by integrating CPaaS communication features.

They enhance their digital platform with these features and drive additional customer traffic, and satisfaction.

This also means staying ahead of competitors in the market.

The Future of CPaaS:

According to IDC, the market value of CPaaS by 2024 will be $17.7 billion.

The demand for CPaaS is increasing, and shortly it is set to unify and offer access to features such as text to speech and virtual programmable numbers.

This enables enterprises to build their customer relationships by going beyond phone calls and emails.

Conclusion:

We can speak at any length about CPaaS and its benefits as the most required thing in any given industry.

CPaaS with its current offerings and the new innovations that it would accommodate can be called as the next-gen unified communication channel, which gives your business a new competitive edge.

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