CPaaS offers a selection of cloud technologies and APIs, which allow real-time communication by inserting digital channels into customer journeys.
Conventionally, brands have relied on fully-fledged, expensive contact centers and CRM solutions for this. Yet, CPaaS does so without resource-heavy infrastructure management and development.
Thanks to its nimbleness, almost every consumer app has an element of CPaaS built into it – allowing businesses to send customers push notifications and leverage video.
Yet, the possible use cases extend far beyond apps. CPaaS supports proactive SMS messaging, online click-to-call/chat/video applications, and the deployment of conversational AI.
Without CPaaS, a brand would have to “rack and stack” its equipment, source its own APIs, and likely engage in lots of manual coding to open up such possibilities.
Moreover, with CPaaS, businesses can benefit in the following ways.
Exploit the Flexibility of Cloud Applications While Staying On-Prem
The first CPaaS platforms strived to empower developers with APIs. Now, they also offer low-code/no-code tools that allow – not only developers – but analysts and other business personas to create, iterate, and optimize new customer journeys.
Large businesses with a desperate need for agility enjoy this as they can rapidly develop and orchestrate journeys without a full-scale CCaaS migration or any ripping and replacing.
As such, CPaaS is an excellent way for contact centers to dip their toes into the cloud waters while also leveraging elements of AI and automation.
After all, if businesses create journeys across WhatsApp, Apple Messages, Google Messages, or another new-wave digital channel using CPaaS, they unlock tremendous scope for chat automation.
Such automation may help to cut the costs of opening them up and enable fluid experiences.
Traditionally, the processing power it takes to employ these elements of AI is tricky for legacy contact centers to match. Yet, CPaaS opens up this world while allowing businesses to access best-of-bread AI solutions through marketplace libraries and assemble those on a cloud platform.
For instance, CPaaS enabler HORISEN offers a Bot API, which connects its digital channels to cutting-edge conversational AI solutions.
Handle the Explosion of New Customer Touchpoints
As the channel map broadens and new platforms emerge, the number of potential customer touchpoints explodes.
For instance, customers may engage with the business through GPT-powered search, map applications, and third-party sites.
As most organizations pinpointed CX as their number one differentiator, they must get used to this reality and allow customers to use the touchpoints they want.
Moreover, consider the following statistic: four-fifths of consumers have switched brands because of a single bad experience.
Many view this through the lens of a bad service interaction. Yet, the reason could be much more straightforward. For instance, the customer may have wanted to use WhatsApp but couldn't.
To meet these new customer channel expectations, CPaaS solutions – like HORISEN Business Messenger - offer the agility that allows businesses to get going quicker.
