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Communications platform-as-a-service (CPaaS) is a modern-age technology that helps enterprises to transform the way they interact with their customers by simplifying communication integration like voice, SMS, enhanced business messaging solutions and email, etc.

Enterprises are inclined towards learning more about communications platform as a service more than ever to enhance their customer experience (CX), and pave the way for greater accomplishments in the way brands engage with their customers. Today, CPaaS is rapidly evolving in the areas of machine learning and AI and helping enterprises to drive forward. In the current business scenario, it is very evident that reacting quickly to any market changes is the key to survival. Along with this, it is essential to meet the customer’s expectations.

What is CPaaS?

Communications Platform-as-a-Service (CPaaS) solutions include voice, messaging, 911 access, and other communication-focused APIs. These APIs allow developers to quickly and easily integrate calling, texting, and other telecommunication functions directly into applications or software services. On the back-end, these APIs are typically supported by VoIP networks to get calls and messages from one user to another. To put it simply: they can give virtually any internet-connected device or application telephone functionality.

Tool for rapid growth

For all existing customers, an automated messaging system can be set up to provide them with the most up-to-date information of the products, promotional offers, and discounts, among other things.

With relevant SMS marketing, brands can take their branding to the next level and speed up their processes. SMS and WhatsApp capabilities provide end customers with easy and pervasive access to fulfill simple functions in a self-service manner, which then reduces the number of customer inquiries reaching agents in a contact center.

CPaaS not only gives a brand the freedom and assurance to connect new tools to your existing technology but is also considered by various enterprises as the progression from unified communications-as-a-service (UCaaS).

The world of convenient and contextual communications will soon become the norm and not the exception, as CPaaS has achieved market acceptance with both its market size and its growth rate. According to The Insight Partners research, The A2P SMS and CPaaS market is projected to grow from US$ 71.07 billion in 2022 to US$ 101.77 billion by 2028; it is estimated to grow at a CAGR of 6.2% from 2022 to 2028. and this consistent growth is evidence that communication trends are constantly changing, and the technology to address these unmet needs is also emerging at an equally rapid pace.

How Does CPaaS Work?

A CPaaS offering can consist of a combination of REST APIs, developer support, sample code snippets, documentation, and forums that let any developer incorporate communication-enabled features (such as voice calling & text messaging) directly into applications. Most companies also offer software development kits (SDKs) and libraries for building applications on different desktop and mobile platforms.

Think about social applications used everyday like Snapchat, Facebook Messenger, and chatbots. Now, more than ever, we want faster access to our services, viable feedback, and social features. CPaaS providers make it easy to embed communications in any application. And more than that, these APIs give developers and businesses the ability to track and add context to their communications with customers.

Engage with customers over broad range of digital touchpoints

CPaaS has witnessed tremendous growth in recent years. Initially, the only way channel brands would majorly prefer to connect with its customers was via efficient messaging services. Now, businesses need a more comprehensive portfolio to sustain value creation. AI-powered chatbots, RCS Business Messaging, WhatsApp Business Platform, A2P messaging, are just few of the many CPaaS platforms that enable brands to communicate and engage with customers over a broad range of digital touchpoints.

During these challenging times, CPaaS has proven to be the ultimate problem solver by helping enterprises to maintain continuity and sustainability. With time, CPaaS has also enabled brands to meet the heightened customer demand by allowing them to integrate new features and helping them provide a positive experience. The service helps brands adapt to changing needs quickly, while saving money and time.

CPaaS also offers systems that automate communications to specific people or groups, ensuring that customers are informed at all times. What’s more, other features such as response monitoring, scalable messaging, and delivery statistics help firms measure the success of their outreach. It provides all of a company’s important messaging features while allowing them to swiftly scale up using their existing phone infrastructure.