Communication Platform as a Service (CPaaS) solutions are becoming increasingly popular in today’s CX market. Leading analyst Gartner predicts around 90% of businesses will be leveraging these tools by 2026, an increase of 30% from 2022.
Combining a selection of APIs, SDKs, and cloud technologies, CPaaS solutions empower companies to embed real-time communication solutions into their existing tools and workflows. In today’s world of omnichannel communication, this means companies can serve customers wherever they are without compromising on speed, personalization, or efficiency.
CPaaS technologies can transform how companies and their customers communicate, paving the way for greater customer loyalty and retention. Here are some main reasons companies should consider investing in CPaaS platforms heading into 2024.
1. CPaaS Solutions Save Money
In today’s experience-focused world, companies need to be able to communicate consistently with customers on various channels. While CCaaS technologies pave the way for an innovative omnichannel contact center, updating your entire contact center can be costly.
With CPaaS solutions, companies can minimize the costs of updating legacy systems. You can invest exclusively in the communication tools and platforms you need and pay only for the technology you use. Additionally, because the platform offers businesses everything they need to evolve, there’s no need to spend a fortune on expert developers and IT teams.
CPaaS vendors streamline the path to CX innovation, allowing companies to scale their strategy to suit their needs without a “one-size-fits-all” approach. With no infrastructure overheads, maintenance costs, or hardware installation fees, CPaaS platforms are highly cost-effective.
2. Powerful Omnichannel Opportunities
As mentioned above, most leading CCaaS vendors allow companies to build omnichannel contact centers where they can connect with consumers on a range of platforms. However, with CPaaS solutions, companies can unlock these omnichannel opportunities without investing in a brand-new contact center.
CPaaS doesn’t just add new platforms to your CX stack; it allows you to leverage real-time communication capabilities and automation within the tools you already use. With CPaaS, companies can start small, adding SMS shipment notifications to their apps or leveraging live chat capabilities before ramping up with new interactive channels.
You can also use CPaaS to interact with customers on the channels they use, such as WhatsApp and Facebook Messenger, without buying new software licenses or hardware. You can even use innovations like AI-powered chatbots and virtual assistants.
3. CPaaS Solutions Improve Business Insights
When customers interact with a business, they’re searching for simplicity, speed, convenience, and consistency. Unfortunately, many businesses take a disjoined approach to communication.
Many companies launch, monitor, and maintain individual contact channels with separate teams and technologies. Since everyone doesn’t have access to the same information, it’s challenging to retain context and consistency from one channel to another.
With CPaaS, you unify your ecosystem. All of your channels can draw on the same data sources, making it easier to personalize interactions for customers. At the same time, because you’re bringing the elements of your CX stack together, it’s easier to maintain a comprehensive view of the customer journey. You can use the data you collect to optimize your CX strategy over time.