A beginner's guide to CPaaS

A beginner's guide to CPaaS

Kara Howard, Head of Communications Portfolio

Kara Howard, Head of Communications Portfolio

When it comes to building communications networks fit for today's demands, businesses are increasingly recognising the benefits of VoIP and SIP solutions. This is according to recent research from Frost and Sullivan, which found many organisations are putting these at the heart of fully-converged, IP-based networks.

According to the research, the VoIP and SIP trunking service market is expected to see revenue increase at a compound annual growth rate of 21.5 per cent between 2015 and 2020. It noted that businesses are being drawn to such technologies because of their attractive pricing and additions such as voicemail, mobility and collaboration tools.

But the report also identified another growing area of telecommunications that is increasingly gaining traction - Communications Platform as a Service, or CPaaS. Frost and Sullivan stated there are many emerging opportunities for companies and service providers to embrace these solutions as the technology becomes an increasingly common fixture in businesses of all sizes.

But what exactly is CPaaS, and how can it benefit your organisation? Here's a brief primer for the uninitiated.

What is CPaaS?

Your business should already be familiar with terms such as Software-as-a-Service and Infrastructure-as-a-Service for various cloud-based solutions and, as the name suggests, CPaaS is another cloud technology. It enables you to integrate real-time communications into your applications without the need for complex back-end engineering.

As well as voice communications, a CPaaS system can also include instant messaging, WebRTC, SMS and video. Unlike Unified Communications-as-a-Service, which also promises to unite these channels into a single system, CPaaS allows you to add these tools direct into your key business applications.

What does it offer to organisations?

Developing custom applications to make the most of real-time communications can be a costly and time-consuming process, but CPaaS takes much of the hassle out of this. As is the case with many cloud offerings, your company can benefit from only paying for the services you need and enjoy the scalability and flexibility that this model offers.

Frost and Sullivan digital transformation industry analyst Michael Brandenburg explained: "CPaaS offerings are emerging as an on-demand alternative to traditional communications services, prompting companies to build, buy or partner, to enable anapplication program interface-level integration with voice services."

Who's using it?

Frost and Sullivan noted that, at the moment, take-up of CPaaS has been led by innovative startups such as app developers who don't have existing legacy communications solutions. However, it added that as customers demand for more ways to communicate with businesses via voice, video and text messages - it will drive adoption among larger businesses as well.

Industries such as banking and healthcare are among those that are looking to adopt CPaaS to boost their level of customer service and improve practices such as telemedicine where healthcare can be provided from a distance using telecommunication and IT services

What applications can benefit from CPaaS?

There are a wide range of use cases for the technology. For example, the technology can help incorporate video-enabled helpdesks into a customer service platform and integrate call reporting and analytics features to help companies gain complete visibility into their communications.

Join us on your journey to next generation voice services, whether you’re just starting out and looking to move from traditional voice services like calls and lines or maybe you’ve already started transitioning to VoIP and SIP services. Find out more here.


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