CPaaS (Communication Platform as a Service) is a technology that enables customers to provide a complete software environment and tools for real-time communication with their clients or company employees. Using CPaaS, customers get access to:

  • SDK and libraries for embedding the platform into their own applications
  • API catalog
  • product documentation.

CPaaS 1

This cloud-based communication model is most popular in software development, sales and support. Due to the rapidly rising demand for video conferencing services (the growing number of employees working remotely and the increasing popularity of distance learning), CPaaS has significantly expanded its presence on the market. According to the Juniper Research study, the CPaaS market is expected to grow to $25 billion by 2025.

Customers usually choose a suitable platform from the list created by the service provider. The vendor is responsible for administration of the entire infrastructure, ensuring the platform availability and performance. Customers receive a ready-made solution to be integrated into their product.

Pricing also varies. The provider may charge for:

  • actually used resources and capacities (e.g. active minutes, number of active subscribers, video/audio traffic, etc.)
  • booking capacity guaranteed to be available to the customer.

As an example, let’s consider how CPaaS implementation can simplify providing technical support services. For instance, your customer would like to integrate communication tools (text chat, voice and video calls) into their business application. With CPaaS, your customer doesn’t need to develop program logic on their own. Instead, your client only needs to add the necessary components to the application interface and integrate them with their provider’s communication platform infrastructure using libraries and APIs.

After that, users will be able to contact technical support directly from the application in any way they like. You can customize client request processing: for instance, a bot can answer simple and frequently asked questions, saving your company’s human resources. With the help of smart call switching the system views the user’s information specified in the application and assigns an appropriate call agent to answer their request. For example, you can set up a special support service for VIP clients or organize the processing of all requests by region.

If you need to inform users about some event (e.g. picking up an order or asking for feedback), you can integrate a module that automatically sends notifications to users right into your application.

With CPaaS, your customers don’t need to administer their communication platform server, monitor infrastructure performance, deploy and upgrade the software. Moreover, there is no need to use several video conferencing systems or messengers at once, as all functions can be integrated into a single application.

Advantages of CPaaS

  • Remote access to the communication platform for multiple users simultaneously accessible from anywhere in the world.
  • The ability to easily opt out of services or switch to a more suitable platform within the same service provider.
  • The service provider processes all data, so there is no need to deploy a powerful and expensive infrastructure on the customer’s premises.
  • The service provider ensures the availability and security of the cloud environment.

Disadvantages of CPaaS

  • The set of platforms and services available to the customer is limited by the capabilities of the vendor.
  • Complexities of migration between service providers. Services available with one provider may not be available with another provider.
  • Possible issues with the infrastructure availability, e.g. failure of data centres can lead to significant downtime.