Customer engagement success can be seen on a rise with communication platform as a service (CPaaS).

This is a cloud-based platform that allows you to integrate features like audio/video calling, SMS, chat etc., into your website or mobile app through SDKS and APIs.

You can buy these required SDKs and APIs based on your need.

As these are cloud-enabled, you can operate from vendor servers.

The world CPaaS market is expected to be at $17.2 billion in 2023 as against $8.1 billion in 2019.

With the onset of the pandemic, the need for CPaaS is experienced even more.

CPaaS is making the virtual world a reality for customer engagement.

Now with work from home as the new normal, scaling up your communications is critical such that…

… people working from home can stay connected and collaborate with each other.

Using CPaaS, you can reach out to your customers to have an in-person experience almost, leaving them also happy.

Sending regular SMS updates to your customers for discounts and offers related to new products becomes easy.

These SMS can be sent with one click to the entire database from your customer relationship management (CRM).

A chatbot integrated into your application enhances the customer experience by resolving customer issues as they chat.

Simple data and algorithms fed into the system can empower the chat to respond automatically to customer queries.

Click-to-call is another CPaaS feature that allows the customers to get responses quickly.

They leave their query on your app and the concerned person from your company immediately calls the customer to resolve their issue.

If you are an eCommerce company, customers can complete their shopping conveniently with CPaaS.

Starting from information on SMS, suggestions to buy, reaching out to the right product, and checking out, all can be done with CPaaS in place.

CPaaS is now the most sought-after communication feature for all industries.

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