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What's Great About CPaaS
Most of us by now are familiar with the as-a-service business model. Software as a service, infrastructure as a service, and contact center as a service. But did you know that you can also consume communications platform as a service too?
What does that mean, you ask? CPaaS solutions provide APIs so developers at software firms or enterprises can embed communications capabilities – like chat, voice, and video – into new or existing connected applications. And that allows these entities to expedite the creation and expansion of such applications.
IDC (News - Alert) believes the text messaging, video, and voice CPaaS market will exceed $8.2 billion in 2021. And Courtney Munroe, IDC’s group vice president, Worldwide Telecommunications Services, recently commented: "Cloud communications platforms have been popular with developers. But they are also quickly gaining traction with enterprises. Roughly 39% of enterprises are currently using or testing real-time communications, and one-fourth indicated they plan to implement CPaaS in the next 12 months."
Meanwhile Gartner (News - Alert), another research firm, explains that “CPaaS runs on highly scalable IaaS, though in some cases CPaaS solutions also integrate with special-purpose communication infrastructure. The functionality offered with CPaaS solutions includes mobile and wireline telephony/voice, SMS, MMS picture messaging, popular in-app messaging such as Facebook (News - Alert) and WeChat, notification services, speech recognition, video, mobile browsing, VoIP and two-factor authentication. The CPaaS architecture will enable new communication functionality to be rolled in such areas as intelligent assistants, chatbots, the IoT, and artificial intelligence.”
CPaaS solutions are gaining adoption – especially by native digital startups (the largest CPaaS users) and progressive enterprises – due to their multiple benefits, which Gartner says include:
• enhanced customer experiences,
• improved business processes,
• increased agility,
• lower costs, and
• new digital business opportunities.
These platforms also allow businesses and developers ease of customization and iteration. They support multitenancy. They enable businesses and applications to scale. And they can support both human communications, and device-to-device interactions.