Since late 2017, leading US analysis and strategy consulting firms Gartner and IDC have included the CPaaS segment in their reports.
Definition: Communication Platform as a Service
To facilitate their digital transformation and simplify the management of their message delivery, a CPaaS enables companies, developers, and publishers to integrate native and effective MULTICHANNEL communication into their transactional flows, marketing flows, software, websites, business applications, and mobile applications.
It is therefore a CLOUD platform, combined with asingle APIthat can be used to distribute and automate all types of messages:EMAIL,SMS,VOICE,PUSH APPS,FAX,POSTAL MAIL, WhatsApp, etc.
The key elements of a CPaaS:
⇒MULTICHANNEL distribution:Minimum of three media outlets.
⇒Easy integration:Documented API, technical support.
⇒Quality of services:Deliverability, availability rate, redundant infrastructure, number of simultaneous API calls.
⇒Customer support:Technical support & 24/7 monitoring.
⇒International coverage:Connectivity to international operators.
⇒Scalability:Management and adaptability of distribution capacities.
Market and outlook:
By 2020,67%of IT companies' infrastructure spending will be based on CLOUD solutions (IDC Futurescape reports 2017).
The integration of CPaaS within companies is fully in line with the adoption and development of CLOUD technologies and platforms in the economy.
Message delivery is therefore shared and streamlined across information systems, allowing companies to focus on their core business by outsourcing and automating the routing and composition of messages generated by their various applications. Through pay-as-you-go billing, a CPaaS such as CLOUD provides flexible and scalable solutions without on-site deployment or monitoring, and with complete cost control.
The CPaaS market grew from $123 million in 2013 to over $7.5 billion in 2018 (IDC Worldwide Cloud Communications Platforms 2014-2018 Forecast).
Confirmation of registration, order, purchase or payment, billing message, shipment of a package or receipt of a financial transaction, welcome message, password, contracts, amendments, invoices, shipping notices, account statements, surveys, etc. Transactional or service messages mark every stage of the customer relationship or user experience.
Digital transformation, combined with the development of mobility, is opening up access to a growing number of channels and points of contact, whether for players in the new economy (Uber, Airbnb, FoodTech, E-Health, start-ups), software publishers, or traditional companies and industries.
The dissemination of messages is becoming the preferred vehicle for effective, personalized communication between customers and businesses, and plays an essential role in conveying the image of reliability and responsiveness that businesses wish to project.
The strong growth of the CPaaS market is therefore mainly driven by:
1)The proliferation of communication channels is forcing companies to adopt a nativeMULTICHANNEL approach.
2)The widespread use of digital technology and mobility among customers, due in particular to the sharp increase in the use of mobile devices and smartphones.
3)The development among recipients of an appetite for immediacy, driven by on-demand or interactive management that enables the generation of contextualized and personalized messages in real time.
About DOCOON:
As France's leading CPaaS provider, Docoon offers a CLOUD communication platform combined with a unique MULTICHANNEL API that can be used to send and automate all types of messages: EMAIL, SMS, FAX, POSTAL MAIL, VOICE, and PUSH APPS. Docoon therefore enables companies, developers, and publishers to integrate native and effective MULTICHANNEL communication and distribution into their transactional flows, marketing flows, software, websites, business applications, and mobile applications.
The ODYSSEY platform meets the highest market requirements in terms of security and service availability. Based in Paris, New York, Tokyo, and Toronto, ODYSSEY supports more than 2,000 companies worldwide.
