Since late 2017, leading North American analysis and strategy consulting firms Gartner and International Data Corporation (IDC) have included the "CPaaS" segment in their reports. This is an acronym for "Communications Platform as a Service," which refers to communication platforms as a service. In a globalized and digitalized economy, CPaaS plays an increasingly strategic role, as it enables companies of all sizes to communicate across different channels (email, SMS, voice, etc.) at any time, delivering the most appropriate message to their target audience(s). In other words, CPaaS is the tool for delivering the right content, at the right time, to the right person, and through the right channel—which is pretty much every marketer's holy grail . As France's leading CPaaS, Docoon by Odyssey provides a CLOUD communication platform combined with a unique MULTICHANNEL API.
CPaaS: Definition and Key Elements
A communication platform as a service enables businesses, developers, and publishers to integrate native and effective MULTICHANNEL communication into their transactional flows, marketing, software, websites, business applications, and mobile applications. It is therefore a CLOUD platform that offers the advantages of cloud computing (lower infrastructure costs, increased speed, and data security), combined with a single API that can be used to distribute and automate all types of messages : EMAIL, SMS, VOICE, PUSH APPS, FAX, POSTAL MAIL, WhatsApp, etc. Docoon's unique API allows you to automate and digitize your customer relations, communications, and document flows.
What are the key elements of a CPaaS?
⇒ MULTICHANNEL distribution: minimum of three media outlets.
⇒Easy integration: documentedAPI , technical support
⇒Service quality: 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 broadcasting capabilities
The future belongs to CPaaS
According to a study by Gartner, 51% of corporate IT spending will be devoted to the CLOUD by 2025, highlighting the importance of the rise of software-as-a-service (SaaS) solutions. Companies favor the CLOUD because it accelerates their digital transformation and reduces IT spending, all while offering greater operational flexibility.
The integration of CPaaS within companies is fully in line with the adoption and development of CLOUD technologies and platforms. Content distribution is 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 different applications. With pay-per-use billing, a CPaaS, like the CLOUD, provides flexible and scalable solutions without on-site deployment, without monitoring, and with total cost control.
This is why the CPaaS market is expected to explode. According to Mordor Intelligence, a market intelligence and consulting firm with expertise in 16 major market segments, the communications platform as a service market was valued at $4.54 billion in 2020 and is expected to reach $26.03 billion by 2026.
CPaaS: the ideal tool for orchestrating omnichannel communication
Confirmation of registration, order, purchase, or payment; billing messages; shipment notifications; financial transaction receipts; welcome messages; passwords; contracts; amendments; invoices; shipping notices; account statements; surveys... Transactional and service messages punctuate every stage of the customer relationship and user experience. The most competitive companies are those that are able to provide their customers with an optimal and memorable shopping and service experience. How do they do this? By communicating with consumers across multiple channels at once: a communication platform as a service is the ideal solution to this need!
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 companies wish to project. 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.
CPaaS: tailored to the challenges of digital transformation
In addition to the need to communicate in order to inform customers and provide them with services, there are several other reasons why implementing a CPaaS has become essential:
⇒ The proliferation of communication channels is forcing companies to adopt a native MULTICHANNEL approach.
⇒ 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.
⇒ 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.
The Docoon by ODYSSEY solution provides a CLOUD communication platform, combined with a unique MULTICHANNEL API that allows you to distribute and automate all types of messages. Our communication-as-a-service platform meets the highest market requirements in terms of security and service availability. Would you like to find out more about our solution? Don't hesitate to contact our experts.
