Understanding your cloud communication options can be confusing. At Telerivet, we focus on delivering the messages that matter - so here we break down the key information you need to know about CPaaS and more.
We’ll cover:
- What is CPaaS? Communications Platform as a Service explained
- Glossary: CPaaS vs UCaaS vs CCaaS
- What do I use CPaaS for?
- Key things to look for in a CPaaS provider
- Benefits of using CPaaS over in-house solutions
- Telerivet: Messaging when it matters
What is CPaaS? Communications Platform as a Service explained
Communication Platform as a Service, or CPaaS, refers to the third-party service that lets creators of software connect people through channels like voice calling and SMS.
A Communications Platform as a Service also likely offers video calls, USSD, or entry into other applications like WhatsApp.
Different CPaaS solutions cater to different needs. Some have an emphasis on consumer communications, others on internal enterprise communications, and others, like Telerivet, emphasize essential communications often in the spheres of government, NGOs, emergency services, or enterprise-grade software.
Glossary: CPaaS vs UCaaS vs CCaaS
The essential information you need to know.
What is UCaaS? Unified Communications as a Service
UCaaS, or Unified Communications as a Service, is a single suite through which almost all of a company or team's communications can happen.
A recognizable UCaaS platform is Microsoft Teams. This operates as an internal chat system with document storage and other features. You can invite external people into meetings with the same software as your internal communications.
Teams has a more robust offering for external communication than Slack - though Slack has introduced features around email and inviting external participants to meetings. Both of these platforms are targeting the UCaaS position. The play is to be an all-in-one tool; everything for everyone.
Other tools have attempted a similar play: Zoom’s rise during the pandemic to be the video conferencing leader; Google’s offerings around chat and Meet tied into their long-established lead in Gmail. These tools are attempting a UCaaS positioning, though they lean more to external or longform communication.
What differentiates UCaaS from CPaaS is it’s difficult to connect and leverage them within your own software via an API; they aren't presented as developer tools.
The UCaaS trade-off of trying to be everything for everyone is that edge cases can be missed.
What is CCaaS? Contact Center as a Service
CCaaS, Contact Center as a Service, is the software that helps teams within companies communicate externally, efficiently and at scale.
CCaaS is the inversion of UCaaS. With CCaaS, there is no attempt to do internal communications. CCaaS is concerned with helping its employees communicate with customers.
The defining feature of CCaaS is that it aims to maximize the efficiency of that relationship. A good CCaaS should allow you to service a large number of customers and not have to hire additional support members. Instead, the efficiency gains from using CCaaS allow your small team to handle more people.
These efficiencies are achieved by providing a unified interface to manage communication: see and send new messages, answer and initiate calls, and connect automations and workflows that can speed up their job.
What is the difference between CPaaS, UCaaS, and CCaaS?
The difference between CPaaS, UCaaS, and CCaaS is really in the audiences they are trying to serve. CPaaS is typically trying to serve developers and provide useful dev tools. UCaaS is trying to serve companies for their internal communication. And CCaaS is trying to enable the efficient running of a call center.
In reality, it is more complicated because there is significant overlap, and many tools within these spaces are not simply CPaaS, UCaaS, or CCaaS exclusively.
These categories are descriptors, and they are attempting to map onto the ecosystem. They do not define the ecosystem. Tools are not attempting to develop within the boundaries these concepts set.
All three of these concepts concern the ways in which we manage communication between people online, specifically in professional settings. Telerivet, for example, fits into the CPaaS designation because developers can use its tools to run their own lines of communication for whatever purpose they wish to use them for. It provides a communication platform, and it provides it as a service.
What can I use CPaaS for?
You can use CPaaS solutions to manage both internal and external communications easily without having to host and maintain your own services or security.
Traditional CPaaS examples
The traditional reasons you would use CPaaS are for SMS text messages, voice calls, reminders, confirmations, or sending emails. These are the obvious use cases that the modern CPaaS has grown up around.
These forms of communication come with varying levels of complexity.
Creating email reminders is not complex and sending SMS is not too hard to build. However, with voice it shifts from a question of functionality to a question of quality; voice calling must be consistent, clear, reliable, and secure at scale.
It is within these traditional use cases that the need for a cloud-based third-party service to provide a guarantee of high-quality performance becomes evident.
Beyond this, of course, a CPaaS would be expected to provide automation capabilities and an interface that makes the design of these flows and the configuration of the setup easy and simple to use. These are the foundational building blocks of any successful CPaaS.
Specialized CPaaS examples
A CPaaS is not limited to traditional feature sets. With the maturity of this industry, you can find CPaaS solutions addressing a wide array of communication options and challenges.
In the case of Telerivet, we identified that many traditional CPaaS services were not useful in challenging circumstances. For example, if a user does not have internet connectivity on their mobile device or if the information being sent and received is sensitive and requires specialist levels of protection.
Now, Telerivet has a wide variety of offerings specific to the needs of companies and organizations that require reliability, resilience, and flexibility in their communication. Telerivet enables organizations to reach anyone, anywhere. It includes additional channels like USSD that work on different protocols, at lower cost, and with additional privacy protections.
Key things to look for in a CPaaS provider
As with choosing any software, there are some basic things you need to consider.
Broad choice of communication channels relevant to your needs
Every CPaaS has options for the channels you can use to communicate with your users. Your job is to know where your users are and to know how they like to be communicated with.
Equally, it's worth considering other aspects. Lots of our clients are trying to reach their customers in essential ways. These organizations need more than a channel; they need guarantees of reliability, reach, and security.
Easy to integrate within your comms, product, or marketing stack
Pick a tool that's easy to integrate with your existing stack and you can automate more of the work. You can have more transparency and visibility, and you can gather better analytics.
This depends on the development resources you're able to assign. You might need something with no-code functionality if it's going to be maintained by a non-technical team.
However, if you have the developer resource, or you are the developer yourself, then you're able to choose a more powerful solution with API access. This trade-off depends on your resources and workflows.
Automation and complex workflows for personalization
What do you want to automate? Are you trying to provide alerts? If so, you simply need to be able to automate that alert process at the right times. If you are doing a sequence of personalized messaging, you need more complex "if this, then that" structures and flows.
Alternatively, you might think you don't need that kind of rigid direction, and you simply want to provide a resource to communicate more openly and freely. That may mean a direct line into your contact center or to an AI connected to your knowledge base.
Active and useful developer community and ecosystem
It’s incredibly important to have an active developer community that's building its own integrations, improving the tool, and giving feedback. These developer communities will come across problems before you do, allowing you to see their solutions and move faster.
Responsive and effective customer support and success teams
We often choose products based on the features they have and the needs we think they can meet. However, fast forward six months, and people tend to stay or leave on not just the service, but the support they receive too.
If you're encountering problems, you want to know that you have someone you can talk to. You can go to a variety of comparison websites, including G2 and Capterra, to find reviews for customer support.
Verifiable security and reliability capabilities
Security is important for everyone.
When people use Telerivet, it isn't just governments and NGOs operating in war zones who care about security. It's also tech companies, delivery companies, and logistics companies. All of these businesses care about their security and care about reliability and resilience.
Look for SOC 2 and compliance with ISO regulations, including ISO 27001.
Telerivet is SOC 2 compliant, and is certified under ISO/IEC 27001, the leading international standard for information security. Telerivet securely replicates your data on multiple cloud servers, and automatically backs up your data daily. Enable two-factor authentication, IP address restrictions, and single sign-on to keep your account secure.
Telerivet takes data privacy seriously, and is compliant with data privacy acts including GDPR (European Union’s General Data Protection Regulation), CCPA (California Consumer Privacy Act), PIPEDA (Canadian Personal Information Protection and Electronic Documents Act), PDPA (Singapore Personal Data Protection Act), and Philippines DPA (Philippines Data Privacy Act).
Benefits of using CPaaS over in-house solutions
There are countless benefits of using a powerful CPaaS provider, but the three most important are:
Scalability: Deploy globally without problems
Scale your services as needed to handle varying levels of communication traffic while maintaining quality and user experience. Any reputable CPaaS provider knows what its limits are and what it can offer. If you are testing its limits, then you must be doing some really good business.
CPaaS providers like Telerivet offer global coverage, allowing businesses to easily expand their communication capabilities to new markets without setting up local infrastructure.
Security: Stress tested and red teamed
Security is one of those things that people tend to want to do themselves, but shouldn’t. CPaaS providers offer significant security advantages over local hosting.The centralized management in CPaaS ensures consistent application of security protocols, reducing human error and maintaining compliance with industry standards.
CPaaS providers like Telerivet offer advanced encryption, automated updates, and continuous monitoring, which enhance security beyond what local systems typically offer.
Speed: Send same-day and move fast
The biggest advantage of a CPaaS, in my opinion, is the speed. You can create a system for external communication on the same day you sign up for the service. The level of complexity, the level of personalization, how it's baked into your UI and UX—all of these things can take longer, but you can spin up - for example - voice calling functionality in your product in hours.
This is simply a significantly faster way of operating and the primary benefit of using SaaS products.
Cost Effectiveness: Optimize your spend
CPaaS eliminates the need for significant upfront investment in infrastructure, hardware, and specialized personnel. Companies pay for what they use, often with a scalable pricing model.
With Telerivet, you plug in a wide array of number providers and channel options, enabling unrivaled spend optimization power.
Telerivet: Messaging when it matters
Trusted by Fortune 500 companies, NGOs, governments, cutting-edge tech firms, and universities in 150+ countries, Telerivet's cloud-based platform makes it reliable, resilient, and flexible to communicate at scale via text and voice.
- Engage your audience anywhere
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- Ensure complete global service reach that supports large-scale communication via text, voice, chat, and micropayments.
- Trust our tech when you need it
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- High reliability for essential communication needs.
- Tailored solutions for your needs
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- Create engagements and workflows that fit your needs with our solutioning engine, APIs and campaign builder.
“Our lives are a million times easier because of Telerivet. We're growing exponentially, doubling our reach every year... and it's Telerivet's technology that makes this all possible.” - MyAgro
Sign up now or contact us to chat about how we can help you implement reliable, resilient, and flexible communications.