by Sanjay Bhatia, VP Solutions Marketing and Strategy Ribbon
CPaaS and Embedded Communications
CPaaS is one of those industry acronyms that has been tossed around for a few years now, but what is exactly is a CPaaS? Communications Platform as a Service (or CPaaS) enables the integration of voice, video, messaging, chat, presence and collaboration into any app, service, web site or business process via Application Programming Interfaces (APIs) and Software Development Kits (SDKs). The ability to embed communications capabilities directly into apps or web sites enables enterprises to engage customers more effectively across different communications channels including mobile, web and desktop environments. The result is a much improved customer experience leading to customer satisfaction, customer loyalty and recurring revenues. The ability to use applications by the minute or transaction caters to the growing momentum around enterprises that want to consume “by the drink” and build their own customized communications experiences for their customers.
Market Overview and Role of Communications Service Providers
According to a recent IDC market forecast report*, the worldwide voice and text messaging CPaaS market is forecast to grow from $2 billion in 2017 to $10.9 billion in 2022, a 39.2 percent Compounded Annual Growth Rate. Communications Service Providers (CSPs) have been engaged in heated battles with many competitors providing hosted and cloud-based Unified Communications as a Service (UCaaS) capabilities to large enterprises and other business customers. These same competitors are now moving into the growing CPaaS market and CSPs need to adapt quickly with their own differentiated CPaaS offerings to maintain, and even take market share from these budding competitors.
Kandy CPaaS Can Help Service Providers
Kandy CPaaS helps CSPs drive new revenues, retain enterprise customers and enable a superior experience for enterprise end customers. The white-label Kandy CPaaS from Ribbon Communications offers APIs and SDKs for CSPs to help those enterprises who want build their own customer experiences. Kandy also includes pre-packaged Kandy Wrapper applications to cater to IT groups who may prefer low-code or no-code digital solutions. This allows CSPs to utilize their established brands and long-fostered customer relationships with large enterprises, their infrastructure and their service bundling capabilities to offer innovative embedded communications services that can not only compete with the new entrants, but also extensively differentiate and help drive communications traffic to their network.
Why Kandy CPaaS for CSPs?
Kandy CPaaS is built specifically for CSPs to offer as a white-label solution by leveraging carrier-class building blocks as the core of the platform. Kandy is also backed by many years of proven communications technologies and expertise. The key reasons that Kandy is the preferred CPaaS of choice for CSPs are:
- Kandy is a white-label CPaaS offering – offering a rapid time-to-market versus build your own
- Kandy supports flexible deployment models – Public, Private, Hybrid Cloud
- Kandy is carrier-grade
- Kandy offers unique Kandy Wrapper pre-packaged applications
- Kandy offers an ecosystem of ISVs for continued innovation and vertical market offerings
- Kandy CPaaS can easily overlay existing UCaaS offerings using the Kandy Link WebRTC gateway
- Kandy enables CSPs to target their loyal large enterprise customers and help improve end-customer engagements and experiences
In Part 2 of this blog, I will examine each of these areas more closely to highlight the advantages for CSPs.
* Source: IDC Market Forecast, Worldwide Voice and Text Messaging Communications Platform-as-a-Service, 2018-2022, Courtney Monroe