May 4, 2021 // Product
CPaaS stands for Communications Platform as a Service. Similar to other Platforms as a Service (PaaS) or Software as a Service (SaaS) providers, a CPaaS is cloud-based, however it was specifically designed to support software applications by giving developers the tools to integrate and manage real-time communications, like voice, messaging, and video.
CPaaS providers typically support a wide variety of use cases through their unique set of communications services. For example, a Programmable Voice API can be used to make and receive phone calls between employees and customers, as well as modify, route, and record live calls. Furthermore, a Programmable Messaging API can be used to send and receive both long code and short code SMS messages.
The Voice API and Messaging API can be coupled with a Virtual Phone Number API to allow companies to instantly provision and route local and toll-free phone numbers to enable popular features like two-factor authentication, call tracking, appointment reminders, call masking, CRM integration (like click to call), and more.
Other common CPaaS services include Elastic SIP Trunking to enhance or replace your outdated carrier, and Phone Number Information Lookup APIs, which allow you to look up the underlying details about a phone number, like the caller id name (cnam), location, carrier, and line type, with a single REST request. This provides the ability to validate phone numbers, reduce fraud, and increase your SMS deliverability.
Cost is one of the primary reasons why companies switch to a CPaaS from a more traditional telecommunications model. Building and maintaining on-premise infrastructure is a continual process that is expensive and time consuming. It also requires personnel who are specialized in telecommunications to service it. Eliminating both the hardware and the need for such specifically trained employees can significantly reduce costs. After moving to the cloud, it becomes far easier to have your developers make meaningful changes and enhancements to your communications using a simple API.
Many CPaaS offer a usage-based, pay as you go model, so you only pay for what you use. If you have seasonal spikes, you won’t have to pay carry costs throughout the rest of the year. It also helps that there are no upfront installation costs.
In addition to the initial cost savings, companies can benefit from the increase in productivity that comes with a CPaaS. Many tasks that currently occupy your employees’ time and energy can now be automated, freeing up time for them to take care of your customers, work on strategic projects, and focus on innovation.
For example, a contact center needs to gather information from callers in order to route them to the right department to address their inquiry. In the past, a rep may have asked for this information over the phone, but after switching to a CPaaS, it is easy to configure an IVR that collects this information from the caller before they even speak with a rep. From there, the caller is automatically transferred to the relevant department, freeing up time for reps to address higher order issues and decrease wait times.
Because CPaaS-related infrastructure can be hosted in the cloud, it is far easier to scale up or down based on your current business needs. Instead of having to build more infrastructure to accommodate increased demand, using a CPaaS allows you to scale up in a moment’s notice. Conversely, you can also easily scale down, saving money during less busy seasons without having to completely overhaul your system.
This ease of scalability and control has become a necessity in the fast-paced and ever-evolving business landscape. Companies that are able to adapt quickly to both internal and external change are far better equipped to keep up with trends in the market and maintain an edge over their competitors.
Customization is one of the fundamental advantages of using APIs. When it comes to building features and functionality, the possibilities are nearly endless. As long as there are available developer resources, an organization can easily configure their communications to fit a variety of unique use cases and business requirements.
Additionally, a CPaaS allows you a greater level of flexibility when it comes to managing your communications because it is hosted in the cloud and available via a public API. This provides your developers with the tools to build new features and make changes in real-time. They are no longer burdened by the need for specialized backend infrastructure or interfaces.
Enhancing your customer experience is another notable benefit of using a CPaaS. When utilized correctly, many customer communication processes can be streamlined, resulting in shorter wait times and happier customers. Integrating intelligent communications with your CRM can also facilitate more accurate record keeping and allow your employees to better anticipate customer needs. The incredibly high level of customization allows you to choose which aspects of the customer journey to automate. When done effectively, this leads to an increase in efficiency without losing the personal touch customers are looking for.
Voxology is a CPaaS that provides the reliable communications you need, without the headache. We believe communication matters, and we exemplify that belief by offering quality services backed by a team who truly cares about helping customers succeed. We have worked with customers, both large and small, across a variety of verticals, enabling billions and billions of successful calls and messages.
In addition to all the common benefits of a CPaaS, Voxology provides a next gen Programmable Voice and Messaging API that was designed to eliminate unnecessary chatter and cruft. We have simplified system communication processes to put less strain on your infrastructure (and developers) through a sound and scalable architecture.
To top it off, our services are fully supported by our kind and knowledgeable team. We take the time to craft a customer profile and educate our team on your unique use case, so we can provide your team with assistance that is tailored specifically to your business needs.