Communications Platform as a Service (CPaaS) and Unified Communications as a Service (UCaaS) are popular cloud communications solutions delivered through IP networks, but they each offer something different to organisations. UCaaS gives businesses a thorough cloud communications suite, whereas CPaaS enables them to build new functionality into their existing technology.
While the cloud service delivery model is the same for both technologies, UCaaS and CPaaS differ in the way they provide these communication services and how organisations implement the functionalities they need. To put it simply, UCaaS tools bundle a wide variety of products and solutions together across a single platform, whereas CPaaS allows companies to customise APIs for their specific needs.
Think of it like one-size-fits-all versus made-to-order. UCaaS solutions include the traditional communication tools, such as conferencing and VoIP calls, while also incorporating collaboration tools and cloud-hosted solutions. There’s something for everyone. But CPaaS is more of a blank slate: business owners can develop the solution that best suits them and can add whichever APIs and customizations they want to the communications platform.
In the cloud communication world, UCaaS is possibly one of the most well-known terms. While unified communication has been around for years, the as-a-service model makes an entirely cohesive technology become more accessible to the masses.
Unlike Unified Comms that mainly concentrates on on-premise hardware, UCaaS is more focused on cloud-based services delivered over the internet. Since all the technology is hosted, there’s no need for any data centres or servers. All you need is a log-in platform, and you can benefit from:
- The flexibility to scale at your own pace
- Crucial communication services (video, telephony, messaging, etc)
- Shared infrastructure like data centres
- Tools for network management and provisioning
- Pay-per-month pricing
Many UCaaS vendors also offer contact-centre capabilities, including auto-attendant, interactive voice response, call routing and customer relationship management integrations.
To put it simply, Communications platform-as-a-service (CPaaS) is a set of communication tools to help solve business and communication problems and offers organisations a cloud-based service to implement real-time communication strategies (for example, voice, messaging and video) into their existing business applications.
CPaaS is primarily focused on enriching customer communication channels. This is because CPaaS lets developers program the entire breadth of real-time, cloud-based communications platforms into their own applications to give customers the best experience available.
CPaaS Can Make A Huge Difference
Don’t get us wrong, UCaaS by itself provides a lot of business value by streamlining your communications requirements, but CPaaS adds integration and automation capabilities, allowing you to further tailor your communications deployment to specific business needs. You might find that your business starts with UCaaS and then you might require additional communication functionality as time goes on. This is where CPaaS can make a huge difference.
CPaaS also improves the efficiency of employees as they can use multiple channels to collaborate with colleagues to improve the quality of service provided to customers. You can also customise the system to meet your specific needs and preferences, for example you can alter the API to send automatic SMS reminders to customers.
Here are some more benefits…
Benefits of CPaaS and UCaaS
UCaaS and CPaaS save businesses money compared to traditional on-premises technology. Because both cloud communications tools are supplied by providers, businesses only have to pay a monthly subscription fee for the service. This means organisations don’t have the expenses of front installation costs, maintain physical infrastructure on-site or hire specialised IT personnel to manage the technology.
Remember, CPaaS layers on top of existing stacks, while UCaaS reduces the overall need for hardware investment and maintenance.
Access To Innovative Technologies
CPaaS and UCaaS cloud communication solutions feature innovative technology, such as chatbots and mobile UC apps, that would be too expensive for organisations to develop on their own.
UCaaS and CPaaS can scale with companies as they change and grow. Since users access these platforms through the cloud, they can log on anywhere, which enables real-time communication between employees in different office locations or those working remotely out of the office.
UCaaS and CPaaS both offer a host of capabilities that businesses would find difficult to access otherwise. While CPaaS is more flexible in the features that it can include, both solutions offer integrations with UC apps, chatbots, and more.
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Written by Kate, for Mobilesquared.