When it comes to creating customer journeys and business communications for today’s customer – immediacy and consistency is key. We are living in a time where we can reach anyone or anything at the touch of a button. It is crucial for businesses to adapt their digital strategies to ensure they are sending the right information, to the right person, in the right format, at the right time to ensure the right outcome.
A Communications Platform as a Service (or CPaaS) solution works in exactly this way. It allows businesses to reach out to customers, patients and employees using each customers’ preferred communication channel – and ensures the contact can continue the conversation on any channel they wish, whenever they’re ready.
Frost and Sullivan define CPaaS as any cloud-based platform that enables developers to programmatically embed voice, video, chat and messaging services within their business or consumer applications.
What is CPaaS?
CPaaS is a platform enabling businesses to integrate real-time communication channels into their existing web and mobile applications. When an action is taken, such as a new booking is made, a login is attempted, an update to a delivery journey is recorded or the calendar recognises an upcoming appointment, the CPaaS solution will trigger the desired outreach via the preferred communication channel.
A CPaaS solution is usually used alongside a business’ existing applications and leveraged to deliver the communications features of the application.
When a variety of available communication channels are leveraged strategically, it can help organisations redefine how they engage with their clients, partners and employees.
A CPaaS solution enables more meaningful communication with an organisation’s customers, employees, patients or citizens. The sophistication of the tool enables a fully integrated and automated experience to help scale communications and to engage and advance the user experience.
Discover more about Soprano CPaaS Platform
- The Advantages of CPaaS →How to make business communications applications richer and well-integrated
- The Need for CPaaS in the New Normal → Steps to update the strategies to serve the new needs of business and customers
- How Companies Use CPaaS →We show you some examples of how CPaaS helps businesses
- Soprano Connect →Soprano Connect is a leading communications platform-as-a-service (CPaaS) profiled by Gartner
How Companies Use CPaaS
At Soprano, we see our customers across a variety of industries globally using our solution for many different purposes. Here’s some examples of how CPaaS helps businesses.
Appointment and reminders
- Appointment confirmations
- Scheduling system communications
- Appointment reminders
- Appointment amendments or alterations
- Two factor authentications
- Secure communication platform
- Sending and receiving sensitive documents
- Maintaining compliance and privacy controls
- Crisis management
- Worker safety
- Patient notifications
- Banking security notifications
Marketing and sales communications
- CRM updates
- Promotional marketing messaging
- Lead nurturing
- Sales outreach
Updates and Confirmations
- Dispatch and delivery updates and confirmations
- Booking confirmations
- Contact centre communication
- Billing confirmations
Education and Awareness
- Student engagement
- Charity outreach
- Government awareness programmes
- Remote work communication
- Workplace transformation
- Employee satisfaction and wellbeing
- Internal staff communication tools
Learn about communications platform as a service from Soprano. Get insights about cpaas market, best practices about a cpaas company and industry trends in mobile messaging
- Overcoming Challenges in the Mobile Customer Journey with a CPaaS
Matt Thompson gives some advices and tells the challenges about mobile customer journey with a CPaaS. What exactly are these challenges, and how might a brand go about navigating them?
- How a CPaaS Enables an Improved Mobile Customer Journey
A Communications Platform as a Service (CPaaS) is a powerful platform for designing mobile customer journeys.
- Customer Communication: Making Your Virtual Engagement Count
Mastering virtual communication with the right tools and execution is key to ensuring you don’t lose that all-important customer engagement and employee connection in a virtual environment.
- How Mobile Technologies Are Reshaping the Future
It’s time to start building better, more meaningful connections between your company and your customers and employees to increase trust and improve satisfaction and loyalty.
- Are You Using Communication Tools the Right Way?
Building remote relationships with clients requires lots of effort and confidence. Fortunately, with the help of the right tools and methods to use them effectively, communication challenges don’t have to be a barrier to success.
- Mobile and the Future of Customer Experience
Areas like mobile messaging technologies will be evolving quickly over the next 5 years. The biggest challenge in the near future will be the rate of adoption of new technologies by consumers as well as mobile network operators to form an effective ecosystem.
- What is API messaging?
A robust Communications Platform as a Service (CPaaS) will offer a wide variety of communication messaging APIs, a software code that exposes certain commands to be enabled by another application, allowing those two applications to be integrated and to interact with each other.
- Playbook: 10 tips to create an effective business case for CPaaS
Playbook for creating effective business case proposals to persuade your company to invest in a Communication Platform as a service.
Soprano Connect: CPaaS Channels
Soprano’s enterprise communication platform offers customers a variety of channels. These channels can be integrated into your existing platforms using our API platform as a service.
Build and integrate SMS APIs and applications faster using our unified SMS messaging platform. Our documentation is direct, clear and very easy to understand. You won’t believe how quickly you can integrate our SMS API.
Encrypted two-way IP messaging designed for business productivity. IP-based messaging capabilities enable immediate advantages over traditional mobile messaging channels, including improved security, multi-media interaction, advanced acknowledgment and the ability to audit conversations.
Go beyond the traditional channels and enable A2P voice broadcast messaging using audio files and personalised text-to-speech messages which can be sent to mobile and landline telephones.
Create new powerful brand experiences for your customers through Soprano WhatsApp Business Messaging. Enable more meaningful interactions with your customers by introducing your brand in a mobile channel where they prefer to engage.
Deliver feature-rich, personalised and interactive experiences using the ubiquity of a text message. RCS can help you create impactful, intuitive and engaging interactions and campaigns to send to your customers, whilst tracking open and read rates.
Send email messages with attractive HTML pieces to your consumers and / or employees, using the same communication platform and user interface as the other channels described. The platform can also be easily integrated with your email managers to convert email messages into SMS.
Soprano Connects’ Customers
Soprano Design have nearly 4000 customers globally across APAC, EMEA, LATAM and the US.
Our customers range from large corporations to independent companies across every industry possible including Government, Healthcare, Finance, Education, Retail, Manufacturing and Logistics.
Get in touch to discuss how to get started with CPaaS.