A technological solution called Communications Platforms as a Service (CPaaS) has been created to assist Nigerian companies with communication strategies and fostering customer loyalty.
Stanley Oduah, Co-founder and Group COO of Routelink, the tech firm providing local support team for CPaaS services in Nigeria, described the cloud platform as a game changer for businesses.
During a recent webinar titled 'Revolutionizing Business Communication: The Impact of CPaaS on Customer Engagement,' Oduah mentioned that CPaaS has significantly altered the landscape for interacting with customers and enhancing their overall experience.
The purpose of the webinar was to assist companies in connecting more effectively, swiftly, and intelligently with their clients.
Oduah pointed out that as customers demand quicker, more personalized, and more convenient interactions, CPaaS has assisted companies in meeting these demands effortlessly. It allows for real-time engagement with customers through their chosen channels, ensuring an uninterrupted, tailored, and hassle-free interaction.
As a cloud-based solution, CPaaS enables companies to integrate communication functionalities such as voice calls, SMS, WhatsApp, and video directly within their applications and services without needing to develop these components entirely from the ground up," he explained. "To cut down on customer service expenses, CPaaS facilitates automation of numerous customer interactions like reminders, frequently asked questions, and straightforward support queries using chatbots or pre-set workflows. This approach diminishes reliance on extensive call centers, thus cutting costs and enhancing reaction times.
Oduah stated that CPaaS can deliver communication over Voice, WhatsApp Business, Webchat, RCS (Rich Communication Services), Video Calls, and Email making it possible for businesses to meet customers where they prefer.
As an incentive, Oduah said Routelink also offered a Free Proof of Concept (POC) for the first three companies that reached out to it after the webinar to enable them to experience CPaaS firsthand before making a full commitment.
As he explains, CPaaS is tailored to work smoothly with CRM platforms such as Salesforce, Microsoft Dynamics, Zoho, HubSpot, along with bespoke systems. This integration bolsters companies’ current infrastructures by incorporating communication features without interfering with established processes.
In addition, it improves internal communication, and can be used for things like staff notifications, alerts, emergency communications, internal surveys, or even team collaboration through chat and voice apps.
Oduah pointed out that CPaaS caters to enterprises of every size—from large corporations to small and medium-sized businesses—highlighting its adaptability as one of its key advantages.
"You can begin with something modest and expand as your communication requirements grow. This isn’t limited to only the major companies," he noted.
Retail businesses stand to gain significantly from CPaaS through enhanced delivery updates and promotional communications. In the banking sector, this technology aids in providing timely account alerts and verification messages. The healthcare industry benefits immensely with improved appointment reminders and virtual consultations made possible via CPaaS. Similarly, the logistics sector leverages these services for accurate real-time monitoring of shipments.
'Frankly, in any sector where interacting with customers is crucial, CPaaS is applicable wherever swift, secure, and tailored communications are required,' he mentioned additionally.
Regarding the time required to incorporate CPaaS into an existing application or infrastructure, he mentioned that it largely depends on the intricacy of the current systems. However, in numerous instances, a fundamental integration could typically be accomplished within just a few days or weeks. He emphasized that the procedure is quite seamless, particularly when aided by Routelink’s local support team.
Alok Maurya, who leads Products and Innovation at Globe Teleservices—the pioneering global entity responsible for the CPaaS platform—discussed how straightforward it is to integrate CPaaS with an organization’s existing infrastructure.
He stated, "APIs make CPaaS integrate seamlessly with your current infrastructure. There’s no need to discard anything—you just build upon what you already possess. Plus, with Routelink's localized assistance, companies receive supported setup and training."
Regarding security and privacy, which are significant concerns particularly within sectors such as banking and healthcare, Maurya pointed out that CPaaS had security integrated from the very beginning.
"We provide comprehensive encryption, safe storage, and adhere to global standards such as GDPR. The GTS CPaaS platform is designed with compliance in focus, featuring robust encryption methods, secure data management practices, and resources to satisfy regulatory criteria including GDPR, HIPAA, and more. Additionally, companies retain authority over the processing locations of their data. This ensures better adherence to regulations, particularly beneficial for sectors like banking, health care, and financial technology," he explained.
To avoid the mistakes that businesses make when they first try to implement CPaaS, Maurya advised that they should desist from trying to do too much at once.
'It is better to start small-one or two use cases-and expand. Besides, CPaaS should not be treated like just a messaging tool. CPaaS is about orchestrating customer journeys, not just sending random messages,' he said.
On where CPaaS is headed, Maurya noted three key developments. 'There is going to be more AI-driven communications-bots, smart routing, predictive alerts; a greater use of omnichannel orchestration-smoothly switching between SMS, WhatsApp, voice, and real-time personalisation; and the use of live data to personalise every single customer interaction instantly.'
Provided by SyndiGate Media Inc. Syndigate.info ).
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