Many companies today lean towards CPaaS due to the fact that it allows businesses to access all of the combined communication tools that they need and also gives the freedom to connect new tools to their existing technology. A big driver of CPaaS is the changing world of work and business operations. According to ALE, around 85% of companies say that they’re connecting differently with processes, people, and things than they did five years ago. We’re living in a world where communication is easier and more diverse than ever before. Companies are in the process of completing a digital transformation strategy and will deploy more digital engagement tools. CPaaS can help businesses improve their workflow and better connect with their customers. CPaaS demand is growing. According to statista, the value of the CPaaS market could reach around $17.2 billion by 2023. There are many reasons why businesses invest in CPaaS, including its ability to scale, innovate, and deliver a smooth transition between channels.

Affordable, scalable, and less effort

Investing in CPaaS, companies don’t need to spend much effort and money on building or maintaining infrastructure for a single function or to make everything scalable. CPaaS technology allows businesses to embed various communication solutions like messaging and call features, and integrate services, such as in-app customer support, in addition to their core products. CPaaS also allows people with much less programming skills than programmers to create applications. A whitepaper between Global Newswire and Juniper research found that it’s not just native tech companies offering CPaaS anymore, but countless start-ups and Unified Communication companies too.

Innovative services for superior customer experience

CPaaS platforms can be used to provide innovation services to improve customer experience. It allows companies to experience automated self-service and smart shopping assistance. With APIs, businesses can also integrate their applications with CRM tools. APIs are a big part of CPaaS experience. Based on Apigee’s report, around 85% of top-performing companies agree that using APIs is a strategic way to grow their companies. 70% of those companies are also investing in new API-based strategies. CPaaS systems are also available to support marketing goals and product positioning, which can be evaluated instantly to enable data gatherers to spot new trends and suggest immediate refinements to marketing strategies to deliver superior customer experience.

Seamless, consistent, and smooth transition between channels

Customers today want to connect with companies and businesses through multiple communication channels and expect quick and meaningful responses through them. With CPaaS, customers can experience the seamless and consistently enjoyable communications with companies at each channel. CPaaS omnichannel approach allows businesses to understand and respond to a real-time interaction and empower customers to decide on how to do businesses how and when they want.

CPaaS investment is a significant element of digital transformation for many companies. In 2017, Frost and Sullivan surveyed 1,695 decision makers and found that 81% had already deployed some kind of CPaaS. Not only that, CPaaS is a convenient way for companies to unlock new tools and features without replacing the communication stack. Juniper Research and Global News Wire that CPaaS spend will quadruple by 2022 to $6.7 billion. All those data, features, and capabilities suggest that companies must consider CPaaS Indonesia to competitively differentiate and digitally transform their organization to meet the market needs.