CPaaS, or Communications Platform as a Service, is a software category of cloud-based platforms that enables businesses and developers to integrate communications capabilities directly in their applications.
Users can easily create secure, highly scalable communications solutions that can be integrated with other cloud-based services or existing on-premises systems. These platforms offer features ranging from communications integrations to data intelligence, messaging, speech recognition and synthesis, call conferencing, and more. CPaaS removes the burden of manually building communications features from developers, and supports richer customer engagement opportunities that legacy communications solutions cannot provide.
Key Features of CPaaS:
CPaaS platforms consist of one or more voice, SMS, fax, online meeting, team messaging, and analytics APIs to add features to business software.
Outbound voice calls
You can take advantage of voice API and embed outgoing calling to your communications stack. It’s great for scaling up and down based on your needs, and you can get new phone numbers and calling features almost instantly.
Voice API for outgoing calls is ideal when you need to adapt quickly to a changing environment and increase or decrease your calling capacity.
Inbound call routing
Make your incoming call processing easy with call routing. It works through webhooks. As a call comes in, a webhook is triggered, and the system follows a set of instructions on what to do with the call. In contrast, inbound call center platforms provide all this without any programming.
These instructions can be to route the call to a certain recipient so you can customize and streamline how you handle incoming calls extra helpful in busy seasons.
WebRTC is a free, open framework for the web that enables real-time communication (RTC) in web browsers and mobile apps using APIs.
Some CPaaS providers offer a WebRTC solution as part of their services. With it, you can embed voice and video communications into your communications setup. That way, you can add features like conferencing, recording, encryption, call queues, and more.
Text messaging (SMS)
You can build SMS communication into your software so you can send notifications, alerts, and more, all from your business number.
If you need to, you can also build two-way messaging into your setup, making it easy for your customers to respond to you. SMS API also allows you to send group text messages, automate workflows, and see whether each message was delivered and opened.
On-demand SIP trunking
SIP trunking gives connectivity to your IP-based communications infrastructure. If your need for call capacity changes, on-demand SIP trunking is flexible and makes it easy to increase or decrease capacity as your needs change.
Features and functionalities you’ll get with SIP trunking will depend on the CPaaS provider you choose.
Multimedia and video messaging
SMS API also supports sending and receiving images, videos, and many other media and file formats.
Not all CPaaS providers offer MMS as part of their solution. Those that do often differ in their offers for international numbers sending and receiving MMS messages, media storage options, file conversion, and file size.
Social media messaging like WhatsApp
Apps like WhatsApp are great for customer engagement. They’re seamless and ubiquitous.
You can use them for rich communication experiences. In a way, WhatsApp can unite many other CPaaS functions. For example, you can use it to send and receive multimedia messages and files, share locations, and see if your message was delivered and read.
You can also automate and scale your recurring customer support efforts.
Phone number masking enables you to connect two parties, such as an agent and a customer, without revealing their phone numbers.
Number masking is a great way to protect your customers’ identity, safeguard sensitive information, and ensure everyone’s safety and privacy.
When a user calls a virtual phone number and number masking is applied, only the CPaaS platform has access to the phone numbers of call participants.