Communication platform as a service or CPaaS is a revolution in unified communications.

At its core, CPaaS enables companies to enjoy the freedom to implement disparate communication features without disturbing the existing software or hardware.

Every business aspires to serve its customers best.

CPaaS is a new platform for companies of all sizes to explore various avenues to communicate with customers and keep them engaged.

As CPaaS does not require a company to invest in new infrastructure, it comes in as a value add to the existing business model.

CPaaS comprises various application programming interfaces (APIs) that are embedded into your current framework.

Integrating CPaaS APIs gives companies the flexibility to embed many futuristic disruptive technologies into their infrastructure as and when they decide to.

Let us look at some of the APIs that businesses can integrate into their existing software.

1) Chat:

Chat responses from the web or mobile app are a value add that every company is now actively engaged in.

Integrating Chabot enhances customer experience.

An irate customer, for example, clicks on the bot for want of information which he gets in less than a minute is a retained customer.

CPaaS can partner with bot developers and provide game changing experiences

2) SDKs/APIs Enhancing Customer Service:

By integrating CPaaS SDKs & APIs you can enable audio and video calling, SMS and file transfers, etc.

If you add these features to your customer service strategy, accessing customer information from any channel is apparent.

Your customer support teams can provide consistent service throughout all channels of communication.

3) Employee Updates/Feedback:

Not only does CPaaS enhance customer experience, but this also impacts employee experience positively.

For example, companies’ HR can use CPaaS to keep the employees updated of any sudden holiday due to unforeseen circumstances.

CPaaS can also be used by HR in any organization to get employee feedback.

CPaaS allows for new tools and features that in turn support innovation in your company.

You can plan for including cloud-based CPaaS services at whatever pace you want.

You can include AI features that track the customer interaction and predict the future assistance a customer might require based on past interactions.

CPaaS is the game changing enabler in businesses today, and tomorrow.