Digital transformation is reconfiguring our society, imprinting new disruptive technologies that fundamentally alter our lives socially, economically, and operationally. Nowhere has this been felt more than within businesses. Across a myriad of industries, extensive overhauls of operations have become commonplace, driven by innovation and evolving business needs.
One solution emblematic of the digital age is Communication Platform as a Service (CPaaS). Capable of providing varied real-time communication integration onto any application, the development framework alleviates the prior requirement to utilize third-party applications to provide customer support. Instead, CPaaS allows businesses to incorporate voice, messaging, and video into their own applications, streamlining the customer experience.
Flexible, easy to integrate, and at a greatly diminished cost, CPaaS has entirely replaced legacy infrastructures and interfaces, which had previously proved a considerable barrier to entry for organizations hoping to provide quality communication services. As a result of the increased accessibility, the opportunities for SMBs to differentiate themselves and present enhanced and personalized customer experiences are tremendous.
Offering such return-on-investment, it should come as no surprise that the technology is only continuing to gain traction, becoming one of the fastest-growing communications industries today. Experts forecast a projected $34 billion in sales generated by 2026 for the CPaaS industry, while Gartner (News - Alert) predicts that by 2025 the cloud-based solution will already be utilized by 95% of global enterprises as they continue to digitize.
Ontario-based Kandy is one company that has stayed savvy to this revolution in communications, incorporating CPaaS into its portfolio of cloud-based solutions. The platform provider offers the tools for any scale business to embed real-time communications capabilities into their pre-existing applications and business processes.
“Communications Platform-as-a-Service (CPaaS) has become one of the fastest growing communications technology solutions in the industry today,” according to Jay Patel, chief product officer at Kandy, whose CPaaS platform has been adopted by companies including AT&T, which leverages Kandy (News - Alert) for the popular AT&T API Marketplace. “This innovative and cost-effective approach enables businesses to integrate and customize real-time communications into existing applications without the need for additional coding by end users. It provides developers the software tools, interfaces, and code required to quickly leverage the powerful capabilities of CPaaS.”
As an aggressively growing industry, CPaaS offers a myriad of benefits for companies as they challenge the frontrunners of their industry. Some of the advantages include:
- Voice – Build seamless voice applications with IP-to-IP voice calls, SIP Trunking for PSTN calling, and full WebRTC functionality, including click-to-call.
- Video – Embed high-quality, low-latency video with scalable resolution. With full WebRTC functionality, your applications will come alive on both web and mobile platforms.
- Messaging – Add full text/SMS functionality to your applications, including MMS and Rich Messages with pictures, video, group messaging, location, and contact sharing.
- Collaboration – Initiate team communications and customer service using presence, co-browsing screen sharing, and WebRTC voice and video, enabling a truly immersive collaboration experience.
- Chat – Enables interactive one-on-one and group chat with presence, address book, enterprise directory, and file sharing of pictures, videos, and files.
- Two Factor Authentication – Provides an extra layer of security to applications, verifying the identity of users
“With a reduced cost of entry, and a faster time to market, the continuing growth and success of the varied CPaaS market provide considerable opportunities for businesses to affordably build custom applications to differentiate their offerings in the market,” Patel said. “Enabling the creation of more personalized customer journeys on a single platform, organizations can expect strong ROI from their CPaaS experience.”
No longer impeded by the restrictions on creating custom communications stacks, businesses have a real opportunity to take advantage of CPaaS solutions to support rapid integration and maximize ROI, while differentiating their enterprise from other less-digitized competitors. The considerable advantage gained with early CPaaS integration will be synonymous with success as consumers prioritize comfortable and efficient experiences.
Edited by Erik Linask