Every so often you might have a surprisingly good customer experience.  Recall an experience in which you received quick a resolution to a problem, a timely update on an order, or you were prompted to change an itinerary because other interesting options became available.

You might recall an event in which a mass notification provided you and your community with instant information about an emergency.  Information might have been pushed to your mobile phone, home phone, and email simultaneously.

The above are examples of the capabilities of Communications Platform as a Service, or CPaaS.  CPaaS is a cloud-based platform that connects businesses to their customers in a simple and easy-to-use way.  CPaaS solutions allow IT teams to deploy real-time communications (RTC) features like voice, video, and instant messaging by embedding them into proprietary applications.

Some of the common verticals that have adopted the use of CPaaS include:

  • Healthcare
  • Hospitality
  • Business Services
  • Retail
  • Logistics

The focus on the customer experience (or CX) has driven growth in the market CPaaS offerings.  It is expected that by 2025, 95% of global enterprises will be leveraging API-enabled CPaaS solutions to improve external (and internal) digital communications.  By 2026, the CPaaS industry is expected to surpass $34 billion in sales and 60% of customers will expect companies to interact with them in real time from any channel.

Who are the players in the marketplace that can help your business get to the next level with CPaaS?  Most people are familiar with the band name Twilio.  With a market capitalization of $15B, Twilio has been in the CPaaS space since 2009 and has gained a major slice of the market.  Twilio has great solutions if your IT team includes the developer talent that it takes to deploy a Twilio package using its web services APIs.

Macronet Services represents Intelepeer, Sinch, 8×8, and others who can work with your team throughout the platform lifecycle.  Contact us anytime to have a conversation about your customers and what your team is looking to accomplish.  We can quickly let you know how our experienced team can guide you to the right solution.