Technology

How Does Communication Platform as a Service Improve Customer Experience?

CPaaS, or Communications Platform as a Service, is a cloud-based platform that empowers businesses to integrate communication services. It includes voice, SMS, and chat into their applications and workflows. CPaaS equips businesses with the capability to adapt. There is no need for managing communication infrastructure. With the help of CPaaS, companies can integrate real-time communication features into their systems.

In this blog, you will find how Communications Platform as a Service works. Also, why is it essential for businesses?

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The Importance of CPaaS

CPaaS integration is vital for businesses. It streamlines communication, enhances customer experiences, and boosts efficiency. It enables the adoption of innovative communication tools. This allows companies to meet a competitive edge.

It is a well-known fact that Airtel is India’s second-largest Telco.

But did you know that Airtel is the world’s first network that has embedded CPaaS solutions?

Over the past few years, Airtel has built its suite of CPaaS products. The Telco looks to disrupt India’s banking, e-commerce, travel, and shopping sectors. This way, it is eyeing a share of the growing market.

Since Airtel is a telco, CPaaS is a margin-efficient business for them. Besides leveraging voice and SMS services, it now uses WhatsApp B APIs. WhatsApp provides a layer of interactivity directly with customers. This becomes the growth driving factor for the company.

CPaaS for Businesses

The CPaaS platform offered by Airtel is highly flexible. It provides a standalone solution for text, voice, and other rich media channels. Also, it enables you to integrate a specific channel into existing business applications. All this is to cater to the business requirements.

Some of the benefits offered by Airtel’s CPaaS solutions include:

· Personalized and channel-convenient campaigns

· IVR or Virtual Relationship Managers to connect with customers

· Number Masking to enhance business operations

· It generates critical business notifications

· It provides a highly secure communication network

CPaaS solutions provide businesses with scalable, secure, and personalized solutions. These are specifically meant to meet business objectives.

Some unique features of Airtel’s integration with CPaaS include:

· It enables businesses to expand their customer base with integrated marketing campaigns. It reduces customer acquisition costs by targeting the right audience.

· It sends secure transaction requests using WhatsApp, SMS, and voice channels. Businesses can collect faster payments with Commerce and Collection Solutions.

· It can manage inbound customer calls during peak loads as well.

· Airtel provides virtual relationship manager solutions to facilitate efficient communication.

· With chatbots and agent support, customers get personalized attention. This way, businesses achieve seamless customer satisfaction.

CPaaS Uses in Businesses

Businesses can leverage CPaaS for the following use cases:

· To create customer service centers

· Outbound sales outreaches

· To track the impact of marketing campaigns

What is Airtel’s WhatsApp API?

The tagline of Airtel’s WhatsApp API says, ‘Leverage WhatsApp APIs to power conversations for better conversions.’

This one-liner clearly explains the way WhatsApp API can benefit businesses.

WhatsApp API allows businesses to expand their customer base. Also, it enables you to offer your customers round-the-clock support. Airtel leverages its features to help companies to enhance customer experiences. This way, it improves sales and profits.

WhatsApp API is power-packed with the following features.

· End-to-end encryption

· Verified Business Profiles

· Conversational Analytics

· Conversational Bots

· Delivery and Read Receipts

· Agent Performance Analytics

Explore Airtel CPaaS Solutions Today

Airtel leverages the power of CPaaS integration and enables businesses to attain a competitive edge. Airtel strives to provide businesses with secure, scalable, and personalized solutions. With CPaaS capabilities, it makes sure that companies achieve their desired objectives.

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