“Communications platform as a service”: cloud-based platform that enables developers to add real-time communication capabilities to their applications. CPaaS (communications platform-as-a-service) is a cloud-based voice and messaging API.
CPaaS essentially describes any cloud solution used to add real-time communication features to their applications.
To illustrate, certain chat boxes that appear when navigating a website are an example of CPaaS.
Interest in this technology is growing mainly because CPaaS lets businesses choose specific APIs to add to their communications stack without needing to build an entirely new backend to support each integration.
Which is why the market for CPaaS solutions is forecasted to grow at a CAGR of 25% by 2032.
CPaaS is part of the Customer Care Tech meta trend.
Customer care leaders say that improving customer experience is their most important priority for the next few years.
However, achieving this goal is becoming difficult because of a rise in call volumes and employee attrition.
61% of customer care leaders report higher call volumes. And 58% of customer service leaders expect volumes to increase further over the next 18 months.
Whereas around half of customer care centers have reported a rise in employee attrition over the last 12 months.
Which is why customer leaders are turning to technologies, like AI-powered ecosystems.
These technologies can automate up to 70% of tasks in customer care, dramatically reducing the number of customer support staff needed.