communications platform as a service (CPaaS)

Enables flexibility, specialization, and innovation in a SaaS model

IntelePeer Customers saw 31% Increase in CX Ratings, 53% Increase in New Revenue, and 28% Decrease in Operational Spending

IntelePeer, a leading Communications Platform as a Service (CPaaS) provider, announced today the results of a custom research study conducted by Nemertes Research, focusing on critical business and technology challenges faced by companies using on-premises contact centers and how they plan to address these within the next two to five years. 

In my time watching the enterprise networking business, text has gone from pariah to panacea. I still recall when “Text” meant AOL’s Instant Messenger (AIM) and most large companies actually had a policy banning its use in offices. Apparently the OFICs (i.e. “Old Farts in Charge”) saw their kids playing around with AIM instead of doing their homework, and the boss didn’t want any of those shenanigans on company time.

Clearly, Communications Platform as a Service (CPaaS) is becoming a critical part of the modern telecom landscape. The ability to use Restful APIs to integrate PSTN voice and SMS into applications is transforming many businesses and enhancing customer interactions. From two factor authentications, password changes, to notifications, CPaaS is enabling businesses to streamline and enhance their customer interactions. When you get that notification of your upcoming dentist appointment or use an SMS to get a code to change a password, it is virtually certain that a CPaaS provider is involved.

We are at a pivotal time in enterprise communications and collaboration.

The topic of Communications Platform as a Service (CPaaS) has become very hot recently. At the BC Summit a couple of weeks ago, I discussed how CPaaS relates to UC and introduced the concept of CPaaS 2.0. The discussion focused on how the integration of communications into business processes is changing today and in the future. The presentation and discussion was very well received at the event and I have been asked to share the concepts here on the UCStrategies site.

Once upon a time there were two totally separate industries: unified communications as a service (UCaaS), the application; and communications platform as a service (CPaaS), the platform. But the distinction between these services is getting fuzzy.