Communications Platform as a Service or CPaaS is taking over the industry with new benchmarks for enterprise communication. More businesses are competing to provide an Omni-channel Experience via robust cloud infrastructure and secure communication.
In the fast-paced business space, companies who do not keep up with existing trends will have a hard time catering to customer expectations. Hence, you must steer along the following lines-
- Check if your vendor has partnerships with enough network carriers so that it is easier to carry out inbound and outbound communications. For example, Kirusa’s Konnect CPaaS Portal which offers a comprehensive suite of inbound and outbound communication tools enables you to connect with the target audience via mobile phones through its partnership with several network carriers.
- Assess the scalability of the API that your vendor offers. Its length, breadth, and depth should be able to accommodate your organization’s evolving needs. For example, if you have to include touch-to-video-chat features, data communication, or VoIP phone system in a customer-facing smartphone app within a year, you don’t want to go to another vendor.
- An Omnichannel experience is sought-after by many enterprises for gaining a competitive advantage. But with most large businesses now operating across multiple channels (online and mobile), customer service has become the key factor that influences a buyer’s decision to choose one provider over another.
- Secure communication has become a significant concern because accessing CPaaS vendor APIs requires the use of credentials. If not handled with care, exposed credentials allow third-parties to access the company’s infrastructure.
- There has to be constant interaction between the vendor-developers and those who use it, one that surpasses traditional support channels. An active user/developer community thrives on shared practices, codes, tools, and skills. Developers who are more willing to share the same with their users are more capable of implementing their features well.
In the fast-paced and evolving cpaas market, and opportunities are numerous but one needs to keep track of the most recent updates. It is also a battleground for companies to keep up with existing trends and engage in the best possible manner with customers.