Customer Experience

7 Tips To Finding The Right CPaaS Provider for Your Business

At the heart of any CPaaS provider, you’ll find one common theme – APIs. This means businesses don’t need to invest in costly hardware that lacks scalability. With the help of APIs, companies can configure and add their own real-time communication solutions on a single platform, without building any complex backend infrastructure. In this article were going to have a look at how to choose the right CPaaS vendor and what are some key characteristics that define a good CPaaS provider. We've bundled them into 7 practical tips, so they're ready to use.

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Introduction: Why CPaaS “Communications Platform as a Service”?

Great CPaaS platforms empower business success by delivering highly dynamic and innovative communication technologies. 

Top CPaaS providers cloud-based platforms allow developers to easily add real-time communications applications and features to their existing systems or communications stack without the need to build any backend infrastructure or application interfaces themselves.

I. Seamless Integration Across The Board

Today, all market-leading CPaaS providers are fully-equipped with robust APIs and SDKs for business communications. 

With a cloud-based platform solution, developers are able to deploy their finished enterprise-grade products quickly. When businesses can integrate communication tools into their applications efficiently, it provides them with the power of omnichannel customer communications on a global scale. 

II. Accessibility, Reach, & Availability

Another way to spot the right CPaaS platform for your business is the level of accessibility and variety of customer-driven communication channels they offer. By allowing your business to communicate through any preferred channel from customer support, marketing, to sales, CPaaS can be the critical factor that drives excellent customer experience for your brand.

When brands partner with an established and reputable CPaaS vendor, they can benefit from immediate access to hundreds of carriers worldwide. Furthermore, it helps enterprises increase their local and global reach without engaging with a single telecommunications carrier. At CM.com alone, we have direct connections to 2000+ carriers globally. Ensuring your CPaaS provider has a vast network of carriers means messages are sent and delivered faster, more secure, and are compliant with federal and state regulations and policies.

III. Be Where Your Customers Are

CPaaS vendors provide access to all next-gen communication channels and their existing business applications within minutes. Individual SaaS (Software as a Service) vendors, however, do not always keep pace with customers’ demand for the ever-changing mobile communication trends. These vendors cater to their expertise in marketing, contact center, or CRM. 

With CPaaS, there is no need for complex implementation projects based on individual SaaS vendors, and draining the enterprise, IT resources. Integrating CPaaS technology into your existing IT infrastructure guarantees a future proof solution for customer communication via preferred channels. Enterprises have no stress identifying the popular channel next year; they have access to all channels through the CPaaS provider.

IV. Real-Time Reporting & Analytics

An established CPaaS platform provider will offer robust and flexible real-time analytics and reporting tools, giving your business a transparent view of your SMS delivery status and call usage data.

At CM.com, we offer all this information in one place through a user-friendly dashboard. You can view real-time data, simultaneously analyze historical reports, and user forecasting to make data-driven decisions.

V. Multiple Programming Language

Nowadays, CPaaS platforms support a multitude of programming languages. As a result, developers can start building enterprise communications systems with the code they already know – some of these include C#/.NET, PHP, and Java. Developers can enjoy the ease of customizing how you would like to engage with your customers, without writing a single line of code.

VI. Flexible Pricing Models

CPaaS offers more affordable pricing models, where you pay only for the services you need and use, such as SMS, WhatsApp Business, or Voice. There is no need to invest in significant expenses to build up your communications infrastructure. It’s a plug-and-play offer.

CPaaS also delivers the same customer benefits as other SaaS offerings, with technical support offered via online tutorials, guides, and forums, for example, or by live agent support. 

At CM.com, our Network Operations Center offers 24/7/365 support and security, end-to-end, and worldwide.

VII. Enterprise-Grade Scalability & Reliability

Cloud-based communications solutions are highly secure, scalable, and agile. You can also scale up or down depending on present demands and only pay for what you use. 

Initially, CPaaS vendors found traction with digital natives. Their shared DNA for innovation helped them grow their business. However, in a similar way as enterprises qualified CRM or Contact Center vendors, they will seek full vendor qualification for a future CPaaS vendor. This will create a division between the Tier 1 vendors who significantly prepared their platform to meet the enterprise’s required performance and other vendors. Enterprise-ready CPaaS vendors can be identified by:

  • Direct operator connections 
  • ISO certification
  • Private and Public Cloud infrastructure offering
  • Channel offering SMS, Voice, and OTT (minimally)
  • Enterprise security connections (VPN, 2WAY SSL, etc)
  • Experience working in regulated industries (Telecomm, Mobile Marketing, Data Management, Privacy, Payments, Identity, etc)
  • Enterprise Sales, Implementation, Services, and SLA
  • and many more.

In today’s digital era, CPaaS is the underlying force that drives businesses forward.

In conclusion - a mature CPaaS model offers a flexible solution that gives greater scalability while reducing time to implementation, meaning a faster route to enhanced customer experience.

Want to choose the right CPaaS provider?

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