What is CPaaS?

Since the early days of MOBtexting, A2P SMS & Communication Industry has evolved, and CPaaS has taken place in many forms to enhance security, customer engagement & experience. Along with CPaaS, a few similar industries, such as UCaaS, CCaaS, etc, have also evolved.?

3m Digital Networks Pvt Ltd was acquired by BICS in 2022 to take MOBtexting to the global market to serve a large?base of customers globally in better & bigger ways.?

BICS has launched an improved CPaaS platform to serve Enterprises' customers globally with more security & its global connectivity.?

When I joined this industry along with my friends, it was an unknown territory for me & others; I thrived along with many ups and downs during the evolutions of this industry, especially in India with TRAI rules and CPaaS was born in the middle & Digital transformation has been in its peak?after covid-19 pandemic?to serve customers better way. However, people & enterprises are still unaware of this CPaaS Industry after using its solutions every other?day in their business process.?

CPaaS Industry is projected to touch global market revenue of $34.2 Bn by 2026 & it's one of the very few industries currently?experiencing a double-digit CAGR growth.?

I want to give you a few outlines?of this booming industry towards enhancing security, customer engagement & experience for enterprises worldwide.?

CPaaS stands for Communications Platform as a Service. Juniper Research defines CPaaS as "a cloud-based platform that enables businesses to quickly and easily integrate communications capabilities like voice, video, and?messaging into their applications, without needing to build backend infrastructure and interfaces. With minimal effort, this enables them to add new capabilities such as chatbots, service agents, and contact centers into their customer-facing applications."?Ultimately CPaaS is about designing the engine behind communication services?with the advantage of scalability.

• It enables businesses (Small, Medium, or Large) to connect with their customers via multiple communication channels such as SMS, Voice, Video, WhatsApp, Email, Bot & many other communication channels through APIs and a cloud platform.
• Businesses can leverage the connectivity in a fraction of a minute & CPaaS companies have to work with network or service (APIs) providers and plan for customized usage plans for their customer's communication needs.?
• CPaaS companies also offer additional tools and services on top of the channels they're serving for communication, for example - Studio or flow builder, APIs, Plug-ins, SDK, Real-time analytics & reports, lookup, agent productivity, number masking, call forwarding, self-management tools and many more.?

The main objective behind anything a CPaaS company does is to help enhance the customer's experience & engagement every time and anytime they interact with a business using multiple communication channels.?

Here are a few real-life examples for a better understanding ?

• When you're trying to place a CoD order & to authenticate your identity, the company verifies you via OTP or Missed Call (Flash Call) to proceed with the order seamlessly & save logistics and operational efforts/costs.
• Passwordless login - quick & easy. When you try to login into any website, you log in by just entering your number and getting verified via OTP via SMS or many other communication channels. How simple, easy and fast. You don't need to remember passwords?anytime.?
• When you try to signup on any website,?such as social or OTT, gaming, e-commerce, etc., the?platform validates you via OTP to ensure a valid user is using the?platform and even protect your account (number). OTP can be sent via one channel (e.g., SMS) or multiple channels with re-try logic.?
• When you book a taxi/cab, you get a confirmation SMS, and you or the driver communicate with each other via call. Still, you don't know the driver's actual number, even the driver doesn't know but communication happens. That's?the power of call masking solutions to secure each other privacy & communicate seamlessly.?

These are just the tip of the?iceberg!?CPaaS does plenty more! If you would like to know more, ping me or write to [email protected]