Digital transformation is at the top of the agenda post-pandemic – a recent PwC survey found 60% of business executives believe it’s their most critical growth driver in 2022. Businesses that struggled to pivot when the pandemic hit don’t want to be caught out again, while those that quickly and successfully adapted to remote working are now faced with a return to traditional success objectives, like business growth and cost reduction. Success for all these organisations rests on improving customer experience, and this relies on them customising their approach – and their underlying communications technology – to meet customer needs. Increasingly Communications Platform as a Service (CPaaS) is the answer.

Why are businesses choosing CPaaS?

Many of our customers choose 8x8 solution, a unified platform for contact centre, voice, video, and chat. It enables organisations to dismantle silos and bring together front- and back-office teams, deliver better customer service, and increase business efficiencies, all through a ready-to-go, all-in-one platform that’s simple to install and manage.

However, some businesses want all of these features and benefits, but without the pre-built solution. Instead, they’re looking for the ability to customise the communication channels they support, and integrate their own, unique solutions. For these customers, 8x8 has Communications Platform as a Service (CPaaS).

CPaaS from 8x8 is a fully customisable communications platform that gives customers the ability to choose the specific APIs and communications channels they want to include, and integrate them with the software that they are already using. A CPaaS solution delivers many different advantages, including:

  1. Making it easier for end-customers to get in touch. CPaaS makes it possible to provide service users or customers with a variety of touchpoints, so they can communicate at a time that suits them, and on the channel they prefer. Whether it’s through the app, voice calling, or chat apps, every communication platform can be seamlessly integrated. A patient looking for healthcare advice or results may, for example, not feel comfortable speaking to an operator, but might prefer to be pointed to self-help guides where they can gather information at their own pace.
  2. Improving customer experience across contacts. Automated services can be frustrating, whether they are accessed through chatbots, a phone call (“press 1 for the latest update on your account”), or any other channel. Additionally, personalisation (e.g. an agent having instant access to caller/order details) is an increasingly valuable part of the customer experience. CPaaS enables organisations to integrate the technologies and solutions that deliver a more human experience, such as CRM systems that provide a consolidated interface of user details. Take a pizza order, for example, it’s great to know that your order has been taken, but a text telling you that your pizza is in the oven and is only 10 minutes from being in your hands, can make you feel more involved in the process.
  3. Greater flexibility and scalability. Unlike a single, integrated communications platform, CPaaS enables organisations to create the exact solution they need. It’s like ordering a burger in a restaurant – organisations have the freedom to choose how many elements they want to include in their solution (gherkin and cheese, or just a slice of tomato!)
  4. Quick and easy deployment with little or no technical support. As a modular solution, CPaaS is simple to deliver, using standard APIs for apps, modules, and other corporate systems. The increasing use of graphical, low-code/no-code tools also means that if more users or channels are needed, they can be added quickly and cheaply, saving considerably on costs when compared to traditional business phone systems.

The benefits of CPaaS for 8x8 partners

As an 8x8 partner, you have access to a market leading CPaaS solution. It comes with all the features you expect from a robust CPaaS platform – security, reliability, support for the widest range of integrations, and a highly customisable platform to meet customers’ needs. But more than that, 8x8 CPaaS solutions are high margin and easy to sell – supporting you as you reach for your own business goals of increased revenues and business growth.

You can choose how much you want to be involved in the sales process. When you identify an opportunity for CPaaS – you can simply pass your prospect on for us to do the work, or you can choose to be a central part of the transaction. Either way, you’ll bill the customer, and receive the revenue and recognition associated with their account. Not an 8x8 partner yet? Find out more here.