Thinking CX? Here’s how to choose the right CPaaS provider

One-stop communications platform (CPaaS) is one of the most exciting opportunities in the cloud communication space right now.

As businesses turn more to technology to drive customer experience (CX) transformation. and streamline operations, Juniper research The CPaaS industry is forecast to generate more than $ 34 billion in sales by 2026.

This significant growth is being driven not only by the increasing adoption of ‘traditional’ channels such as SMS and voice, but also by a new wave of innovation. Key new technologies include real-time video, AI-powered chat automation, advanced messaging channels, and omnichannel offerings.

With so much to offer, the CPaaS market is a busy space. We have already seen large companies like Microsoft enter the industry, entering the list of established players. In such a crowded market, it is crucial for those who make the purchasing decision to understand what separates CPaaS providers and what functionality they should consider.

Individual applications grow into a central platform

One of the most important considerations for buyers is how their enterprise, which serves millions of customers, should implement CPaaS.

Traditionally, companies use SDKs and APIs to deploy communications in their messaging-enabled applications on a case-by-case basis. However, as businesses go with their efforts, hundreds of disconnected applications are likely to increase as they started as a single application for sending SMS notifications. Each application will have its own code, system integration and logic to manage, and without significant developer and IT resources, this approach makes it difficult to scale communications and creates broken customer experiences.

To solve this problem of snowflakes and proliferation of single-use applications, some CPaaS vendors provide all the capabilities necessary to automate one-to-one trips and to manage communication-enabled applications on a single central platform. The platform serves as the glue between existing systems and back channels, providing a single point of orchestra that lays the foundation for delivering a connected communication experience.

Therefore, decision-makers should prioritize providers who give their business the flexibility to deploy their first CPaaS-enabled applications on a case-by-case basis, prototyping new capabilities and channels, but also offering a central platform that will deliver they approach him as they start out. scale. If they do not, they may find that they will reach a point where their chosen provider will be a barrier to future innovation.

CPaaS: key performances to be evaluated

In assessing the various CPaaS solutions, a decision maker should keep these five capabilities at the forefront:

1. APIs and SDKs

APIs and SDKs, or application programming interfaces and software development kits, are the cornerstones of CPaaS. Decision makers should consider the APIs and SDKs required by their company and check their availability with a potential vendor. The more vendors offer, the better – this way, if you want to leverage new channels or other CPaaS capabilities in the future, you do not need to add stand – alone solutions to support them.

2. End-to-end automation

To make disparate business and partner systems interoperable, enterprises need a vendor to connect them. Inbound system integration allows events to be ingested from business systems to stimulate communication, and out-of-systems integration allows searching and updating records within systems. These two-way integration capabilities allow end-to-end automation that guides interactions between multiple systems and multiple channels.

3. Network connectivity

Reliability, traceability and scalability are extremely important for global enterprises. As a result, the type of connections into carrier networks and digital messaging providers offered by CPaaS providers are further differentiated, affecting everything from latency, options for address recognition, delivery reports, and message security. Therefore, it is crucial to find a vendor that offers Tier 1 connectivity to mobile operators / carriers.

4. Tools throughout the application lifecycle

CPaaS providers are leading the charge to help enterprises transition to a low – code approach to development. The core for many vendors is a low-code builder that allows developers to quickly automate and redefine customer tours. Decision-makers need to evaluate a vendor’s visual builder but also ensure that there are tools for each stage of the application lifecycle that cater to a wider array of users. Check for built-in tools that simplify debugging, allow the establishment of communication templates, help ensure compliance, and help optimize trips through analytics.

5. Support beyond the platform

The communications landscape is complex, and expertise is required to design successful communication solutions, to manage the different capabilities of each channel, and to know which use cases will have a positive impact. Decision makers need to gauge how much support they will need – not only at the time of purchase but also in the future – as each CPaaS provider has a different approach to how they help their customers.

Download our CPaaS Buyer’s Guide for more information

For more information on best practices and other qualifications to consider when choosing a CPaaS solution, download our IT buyer’s guide for CPaaS.

This article is part of a paid partnership immobileas part of Webex with Cisco.

Thinking CX? Here’s how to choose the right CPaaS provider

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