
Communication and Collaboration Software
A Quick Guide To Communications Platform As A Service
By TechDogs Editorial Team

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Overview
In reality, a lot of organizations are looking for ways to eliminate the noise in their communication and turn into awesome communicators like Sid. Not just that, they also want to develop seamless communication with employees (their herd) across various platforms! #OneStoneManyBirds
Exactly how can they do that?
By fully customizing their communication stack by using Communication Platform as a Service AKA CPaaS! Join us as we unfold CPaaS; its evolution, applications, benefits and future in this article.
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What pops into your mind when you hear the names of characters from the herd from The Ice Age series?
Manny – You may think responsible and reliable.
Diego – Probably witty and sometimes too serious.
Sid – A complete chatterbox, right?
For now, let’s concentrate on the Fire King that is Sid the Sloth. Communication is the key, million-dollar advice by Sid which perfectly aligns with the business landscape today.
From conveying clear, strong messages about business strategies to building rapport with employees and customers, communication is definitely the golden key. Having said that, imagine if every business communication was automated! Is it even possible?
Well, yes, by using Communication Platform as a Service, an interface that delivers precise communication across various channels through chatbots, voice assistants and other tools.
In this introductory article, we will guide you to know all about this new tech frontier - Communication Platform as a Service – from its evolution and working to benefits and where it is headed!
Who’s up for a tour?
What Is Communication Platform As A Service (CPaaS)?
Do you know that in the past, businesses had to purchase communication tools and services separately; be it SMS, voice, fax or email – one for each channel? Businesses had to invest hefty sums to purchase communication tools and deploy services successfully. Thankfully, with the changing face of business communications, there is a solution to this – Communication Platform as a Service (CPaaS).
A Communications Platform as a Service is an enterprise cloud-based delivery model that allows organizations to add real-time communications capabilities like voice, video and messaging to existing business applications with the help of Application Programming Interfaces (APIs).
The good news is with CPaaS, you can customize your communication stack as well! So, instead of buying complete solutions with predefined features (which you may not even use), you can integrate selected communication channels within tools that you already use within your company. Now that’s an economical solution to your business communication woes!
Look it’s time we become independent, as Sid put it. With the help of APIs, code snippets and modules provided by CPaaS providers, you can add real-time communications features or channels to your ecosystem as and when needed!
Sounds awesome, right? Yet it took time to evolve - let’s hop on to the next section to know how.
Evolution Of Communication Platform As A Service
We started from The Ice Age and now we are here! We mean in the evolution of Communication Platform as a Service (CPaaS).
It all started when Alexander Graham Bell patented the modern phone in 1876. Then came the first public coin telephone in 1889 which was installed in Hartford, Conn by inventor William Gray.
Taking a time-leap and landing to 1985 which represents the birth of the Voice over Internet Protocol (VoIP) and with that VocalTec became the first company to develop phone calls over an internet connection. Later, the World Wide Web (WWW) was created in 1989 to establish a system that makes it easy to navigate a large network of interconnected computers. #AnEraOfEvolutions
Later, Salesforce took the world by surprise as it entered the communication market with the first Application Programming Interface (API). This led to software developers across the globe being able to interact with, modify and use other communication programs.
In 2003, Skype helped change the focus from VoIP to internet calling, which helped people worldwide communicate conveniently over the internet. Apple released the first iPhone with touchscreen controls in 2007 and changed how people communicate – not just calling but texting and media sharing too.
Features such as email, web applications and chats could then be accessed from a single device. The launch of the App Store in 2008 further revolutionized the smartphone industry, creating new opportunities along the way.
Today, CPaaS provides an omnichannel solution that seamlessly integrates real-time voice, video, text and media features along with every other possible means of communication into one software or application. #CentralizeAllComms
After knowing its history, let’s know how CPaaS works in the following section.
How Does Communication Platform As A Service Work?

Do you remember the time when the continent started drifting in the Ice Age series?
Everyone was worried about their safety. However, with the intelligence of the members of the herd – Manny, Diego and Sid – everyone was saved. They followed the process of migrating everyone to a safer and higher place systematically. Long story short – there is a process of working behind everything, including CPaaS.
Let’s get started to know how CPaaS works.
Well, an API is the backbone of CPaaS. You see, an Application Programming Interface (API) is a type of programming code that requests, sends and receives information between servers. CPaaS allows enterprises to select the types of APIs they want to use and is highly customizable. For instance, a healthcare company might use CPaaS to provide an experience that is completely mobile-friendly and streamlined to manage patient check-ins. An airline service might want to add an SMS service through CPaaS so that passengers can be notified about any last-minute flight delays or gate changes. #CPaaSForRealLife
Not only this, CPaaS is capable of real-time analytics. That means interaction details from every communication channel are available immediately, such as delivery time and call usage. It can also be accessed from a user-friendly interface, allowing better decisions to be made to improve communications in the business infrastructure.
Now that you know how it works, it is time to understand its applications in real life.
Applications Of Communication Platform As A Service In Real Life
Extremely useful, super-duper useful, stupendously useful – this is how Sid would define CPaaS and we are sure you would agree with him! Here are some examples of how CPaaS is helping businesses in real life:
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Confirmation Of Appointments
CPaaS is great for sending messages and notifications such as appointment confirmations or reminders, order confirmations and delivery tracking information. Confirmation and update messages work like magic in industries where there are recurring payments or when consumers rely on a subscription model such as healthcare, food delivery or Ecommerce.
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Fraud And Abuse Mitigation
Want to add an extra layer of security for your customers? What could be better than a One-Time Password (OTP)? It’s a great way to verify a user’s identity using two-factor authentication codes. This use case works well in any industry where the customer has accounts with personal data and/or uses online services for payments or shopping.
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Privacy-focused Messaging
CPaaS can be a secure and frictionless way for businesses to communicate with their customers and ensure that credit card deliveries, policy renewals and claim updates are safely communicated.
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Scalable Voice And Messaging
These days customers like to #StayInTouch at every touchpoint during the purchase journey. With CPaaS, adding voice calling and quick messaging capabilities for your customer-facing applications is quite easy. In fact, some prominent players in the financial and travel sector are using CPaaS for establishing quick assistance for their customers!
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Automated Customer Interaction
Automated customer interaction is no less than a boon for any business that deals with recurring customer needs. They could benefit from automation via AI chatbots or even automated messaging services on social media and web applications. Businesses can easily do that by deploying CPaaS via chatbots for automated customer engagement.
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Video-enabled Help Desks
Any industry that deals with customer calls could benefit from video-enabled help desks. As these help desks provide a more personal and engaging interaction than traditional channels, CPaaS allows businesses to opt for this approach if needed.
We bet you were impressed by its applications; now, let’s hop on to the benefits of CPaaS!
Benefits Of Communication Platform As A Service

The antagonist of The Ice Age series, Orson, believes that no one has a colossal intellect like him. We’re sure you don’t need to be a genius like Orson to know that CPaaS is critical for businesses today. We mean, look at its benefits!
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Cost Reduction
CPaaS solutions are customizable, which means only the features you're charged only for features you use.
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Timesaving
In addition to cutting costs, it also helps your company by making communication more efficient and streamlined, which saves time spent on the back and forth as well.
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Excellent Customer Experience
Through customer engagement platforms like CPaaS, businesses get opportunities to provide better experiences. Tasks such as providing notifications for digital coupons that will soon expire or abandoned cart reminders are good for businesses and also allow one-on-one engagement with customers to offer meaningful interactions.
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Greater Security
CPaaS provides an extra layer of security for communications. Two-factor authentication, phone number verification and fraud alerts are just some of the ways businesses improve customer trust and reduce security risks.
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Easy And Fast Deployment
With APIs, it is easy to quickly develop and deploy real-time communication features such as online messaging, video chats, voice calls, etc. By removing the need for separate hardware or software management, CPaaS is quick, easy and convenient.
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Customizable Solutions
CPaaS is a plug-and-play solution that fits your business and customer needs, making it easy to customize the channels you use for communication. This can be done so they align with the budget, requirements of the company, marketing strategies and more.
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Omnichannel Approach To Communication
CPaaS provides omnichannel communication channels, which include programmable channels such as voice, text and video that suit the company’s product, brand message and customer needs. Moreover, all channels are fully integrated on a centralized platform making it easier to manage.
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Much-needed Scalability
With CPaaS, you can simply remove, add or swap the features of your communications services by adjusting the combination of APIs in your system. Your communication system can grow with your changing needs.
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Real-time Reporting
Real-time analytics and dynamic reporting features are available in CPaaS platforms, which can be used to determine the delivery status of messages, data usage analytics, etc. to improve communications.
Now that you know about the immense benefits of CPaaS, its bright future is waiting in the next section!
The Road To The Future For Communication Platform As A Service

Holy Moly! The future of CPaaS seems bright!
It is predicted that as programmable video capabilities continue to improve and innovate, CPaaS will offer humanized digital interactions for personalized customer service through video channels. If we look at the numbers, CPaaS video is projected to hit around 80% in 2022. Not only this, it is also expected that CPaaS providers are likely to invest in visual template builders and bots so that they can provide customers with a more personalized experience. Bots will be increasingly used to fulfill customers' requests quickly and many CPaaS vendors are going to develop their own bots for custom tasks. #PersonalizationIsTheNewNormal
It is also expected that in the near future, CPaaS will keep expanding to encompass more messaging channels and delve into deeper conversational capabilities through AI than what we see today. As customers adopt new channels for communications, CPaaS will need to keep up and integrate them into the centralized system.
The End
The end to Sid’s innocent nuisance is unknown; however, our article has come to an end. CPaaS will always be a new and innovative way for businesses to communicate with customers. It is the next step in digital transformation, looking at your customer relationships and providing better engagement than ever before. This solution can give you an edge against competitors because it takes all communication services to create one cohesive experience. Thus, it is important to understand CPaaS. We hope our article has helped you understand CPaaS better.
Frequently Asked Questions
What Is Communication Platform As A Service (CPaaS)?
Communication Platform as a Service (CPaaS) is a cloud-based delivery model that revolutionizes business communications by integrating various real-time communication capabilities such as voice, video, and messaging into existing applications through Application Programming Interfaces (APIs). In the past, businesses had to purchase and deploy communication tools and services separately for each channel, leading to hefty investments. CPaaS offers a cost-effective solution by allowing organizations to customize their communication stack, integrating selected channels within existing tools. This flexibility enables businesses to add or modify communication features as needed, enhancing efficiency and reducing costs.
How Does Communication Platform As A Service (CPaaS) Work?
At the heart of CPaaS lies Application Programming Interfaces (APIs), which facilitate the exchange of information between servers. CPaaS allows enterprises to choose the APIs that suit their needs, enabling customization and integration of real-time communication features into their applications. For example, a healthcare company might utilize CPaaS to create a mobile-friendly experience for patient check-ins, while an airline service could implement SMS notifications for flight updates. CPaaS also offers real-time analytics, providing insights into communication interactions across various channels, thereby enabling better decision-making and improving business communications.
What Are The Benefits Of Communication Platform As A Service (CPaaS)?
The benefits of CPaaS are manifold, offering significant advantages to businesses in terms of cost reduction, efficiency, customer experience, security, and scalability. By customizing communication solutions according to their needs, organizations can optimize costs and save time. CPaaS enhances customer engagement by providing personalized interactions and improving communication efficiency. Additionally, it offers greater security through features like two-factor authentication and fraud alerts. With easy deployment, scalability, and real-time reporting capabilities, CPaaS empowers businesses to adapt to changing communication needs and drive growth effectively.
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