If you’re looking for a way to transform customer experiences with cutting-edge AI, next-level user authentication tools, and omnichannel customer service, it’s time to compare CPaaS providers.
While comprehensive CCaaS platforms can offer much of the functionality your contact center needs to excel in 2024, CPaaS solutions take things to the next level. They offer access to kits of APIs, SDKs, and workflow builders that allow you to fully customize your approach to customer experience.
With CPaaS, you can infuse your CX strategy with new AI bots and tools, add new communication channels to your ecosystem with ease, and even align data for insights into customer journeys. However, it all starts with choosing the right vendor.
Here’s our behind-the-scenes guide to comparing CPaaS providers in 2024 based on our reviews of some of the top solutions available.
Step 1: Define Your CPaaS Goals
First, it’s important to establish what you want to achieve with the help of the right CPaaS providers. Some companies focus heavily on empowering companies to deliver mobile-first support with network-as-a-service solutions and 5G-powered APIs. Others can assist companies in building comprehensive omnichannel marketing and service strategies.
You might even consider using CPaaS solutions to connect physical and digital customer experiences, like Marks and Spencer’s (check out the story here), or design 360-degree customer journey profiles with end-to-end insights into customer data.
Once you’ve established your goals, ask yourself which communication channels or features you want to implement and what technologies they need to align with in your current stack. For instance, do you have existing CRM systems, contact center platforms, and workforce management tools you need to connect to get the best results?
Step 2: Compare the Coverage and Reliability of CPaaS Providers
While many leading CPaaS providers offer access to similar APIs and tools, the service they can offer may vary. If you’re investing in CPaaS to bring SMS and voice functionality into your existing apps and workflows, you’ll need to ensure your provider can offer coverage in all the areas you serve.
Check for access to local numbers and data centers, and think carefully about your company’s future. Just because you only connect with customers in one country now doesn’t mean you won’t want to scale as your business grows.
It’s also important to consider the reliability of your CPaaS providers. The last thing you need is for an issue with your connections to harm your relationships with customers. Most CPaaS providers will give you peace of mind by offering comprehensive failover strategies and multiple carrier connections. They can also offer uptime guarantees, promising 99.99% uptime or more.
Step 3: Prioritize Security and Compliance
Security and compliance are crucial in the contact center. As regulatory bodies continue to impose stricter guidelines about how data should be stored and secured, it’s crucial to ensure you have the right strategy in place. Look for CPaaS providers that take an end-to-end approach to security.
They should be able to demonstrate that their APIs and tools are secure by design, with built-in end-to-end encryption and access controls to preserve your data. Some vendors will also offer access to business continuity tools, real-time always-on monitoring, and additional protections.
Depending on your industry, you might want to look at a company that can customize its CPaaS offering to meet your needs, implementing PCI, GDPR, or HIPAA compliance strategies. Alternatively, you might want to invest in additional security features, administration solutions, and access management controls when building your CPaaS stack.
Step 4: Look for Innovative CPaaS Providers
One great thing about investing in CPaaS is that you can embrace the landscape as slowly as you like, implementing new features whenever you choose. However, while you might start your journey with a few basic things, like voice connectors or SMS APIs, it’s essential to ensure you can scale.
