The onset of the pandemic in 2020 March has left people moving their businesses online almost overnight.

With no choice but to operate remotely, businesses adapted quickly to shifting to all things on cloud and remote.

CPaaS or communication platform as a service is the show-stealer in 2020-2021.

This cloud-enabled platform uses SDKs and APIs to embed various real-time communication features (audio/video calls, chat, sms etc.,) in your existing business applications.

These SDKs and APIs are easy to integrate and do not require specialized developers.

The pay-as-you-go model in this platform makes the features even more accessible to businesses of all sizes.

Let’s Look at Some Use-Cases of CPaaS:

#1. Hospitals:

In 2020 March as businesses started closing shutters to in-person movement, hospitals were hard-hit to serve the non-covid patients.

CPaaS came to their rescue and in a matter of a fortnight, major healthcare establishments started telemedicine.

For example, a fully operational hospital in Hyderabad India catering to 10-12 joint replacement surgeries a day went online and started providing relief to patients across the city.

Now, hospitals are sending out vaccine notifications through CPaaS enabled SMS.

#2. Educational Institutions:

Schools, colleges, and other educational institutions have been closed due to Covid in 2020 and are not reopened still.

The entire in-person education that went for an overhaul did not surrender but withstood due to CPaaS.

These institutions have integrated the required features like video calling, screen sharing, call recording etc., and are continuing successfully.

#3. BFSI : (Banking, Financial Services and Insurance)

Banking customers usually prefer in person communication when it comes to their finances.

However, with Covid outbreak, banks had to close down physical operations.

Using CPaaS, banks have enabled customer facing apps with voice, chat and video capabilities.

#4. Shopping Establishments:

Online shopping has moved to the next level in 2021.

Whether you are buying shoes, clothes, or jewellery, you can enable video calling option using CPaaS and continue to sell.

For example, shoe giant Nike resorted to using CPaaS for a fully integrated experience to its customers, getting advice on video calls.

#5. Contact Centers:

Halfway through 2021, we have seen a sharp rise in video-based customer service.

Contact centres have benefitted highly from CPaaS in serving customers.

CPaaS vendors are working to customize contact center solutions to suit the special needs of agents working from home.

#6. Legal Sector:

Nowadays, the law firms are occupied with more cases and registered appointments to deal with, due to several factors after the pandemic crisis that has hit both businesses and personal life. 

With CPaaS, it becomes easy to set appointment reminders and messages via social media applications, which gives seriousness to the scheduled processes. 

Also it is possible to add legal reminders with consequences, fines, etc. if the appointment time is not met. 

#7. Transportation/Logistics:

CPaaS has made critical contributions to the transportation industry as well, which has contributed to the increased customer experience. 

The most important feature is the customer messaging functionality, where alerts can be sent to the customer about the status, delivery delays, etc., through SMS and other communication methods. 

#8. Travel and Hospitality Management:

The travel and hospitality sectors are given automated and quick touch using the CPaaS enabled services. 

Integrating CPaaS into the existing applications can help to implement contact-free services to the end-users, like in-app calling and messaging etc. 

Information such as discounted services/offers, room swaps, complaints, flight delays etc., can be provided to the user.

#9. Real Estate: 

CPaas helps to make the process simplified, where buyers get connected to the clients and real estate agents, virtually in a short period. 

After the Covid crisis of 2020, the physical meetings have becomevery difficult and need much care.  

However, the virtual meetings can be helpful for agents to guide the prospects online, and the meetings can be made interactive using Audio/Video Conferencing. 

There is also appointment reminder functionality, which can be used to schedule appointment time/slot and provide details including address to the buyers. 

#10. Accounting:

You need to keep the client’s trust throughout the results.  

Features like in-app video communication can let you have face-to-face meetings with clients directly.  

CPaaS also allows to send automated appointment reminders to clients, via preferred channels. 

So, with less technical proficiency, it makes it easy for the accountant to use these tools and free themselves from the busy work routine. 

Conclusion:

CPaaS solutions have evolved, with the ability to enhance real-time connection with various clients, by choosing multiple channels as per their requirements. 

It paves the way for a reliable platform that can improve the communication strategy of businesses. 

For further information about CPaaS, Schedule Free Demo