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The Value & Evolution of CPaaS
Leveraging communications to drive business efficiencies and keep organizations and customers informed is a great new opportunity today. And Communications Platform as a Service solutions can help enable all that.
Indeed, businesses today are leveraging CPaaS to provide customers with appointment reminders and automatic bill notifications. They’re using these platforms to do patient surveys and real-time patient scheduling and physician alerts. They’re event enabling video chats to help businesses clarify documents.
“Enterprises can achieve competitive advantages integrating business processes with communications,” Gartner (News - Alert) notes in its 2017 CPaaS market guide. “Enterprise architecture and technology innovation leaders are leveraging the CPaaS approach to offer functionality such as SMS, chat, voice, speech recognition, two-factor authentication, and video.”
As business communications analyst Blair Pleasant explained in this 2017 column, CPaaS vendors “provide cloud-based APIs and pre-packaged plug-ins or integration modules that developers can use to embed messaging, voice, and video into their applications.” These vendors, she adds, generally charge for their CPaaS solutions on a per transaction basis.
In a recent conversation with VoIPReview,org, Mitel’s Stefan Zschiegner said “When combined with existing UC solutions, CPaaS-enabled contextual and real-time interaction empowers organizations to genuinely redefine workflow, resulting in a higher caliber of employee productivity and customer engagement.”
Last year Cavell said the CPaaS marketing is maturing. And it pointed to the BICS acquisition of TeleSign, and Twilio’s announcement that Uber was reducing the use of its CPaaS solution, are two key indicators of that.
Edited by Maurice Nagle