The business shift to Communication Platform as a Service (CPaaS) is increasing every year. From retail, travel, hospitality, and healthcare, to e-commerce industries, take advantage of CPaaS to interact with customers. This technology, which processes communication by integrating messages, voice, and video, is changing the way business people interact with their customers in the digital era. Moreover, since the world was hit by the Covid-19 pandemic, large activities were carried out online and some turned to digital channels to support communication with customers. This digital movement is what drives the development of CPaaS and APIs around the world, including in Indonesia.
Get to Know CPaaS
As mentioned earlier, Communication Platform as a Service, known as CPaaS, is a technology that accommodates external communication needs between companies and customers. CPaaS is a cloud-based technology that allows companies to add real-time communication features such as SMS, voice, email, and more. This platform can directly build infrastructure through the Application Programming Interface (API).
API is a technology that can integrate various features into a business system or application that can facilitate the communication process. API is a key element of CPaaS that allows companies to have an integrated communication platform that consists of several different channels such as SMS, email, video, and social media. There are two types of APIs, namely private APIs that can only be used by enterprise developers to improve products and services but not for use by customers, while public APIs can be used by anyone without restrictions.
A number of services that are part of the CPaaS platform are messaging technologies such as SMS, RCS (Rich Communication Services), and OTT messaging applications such as WhatsApp, Telegram, and others.
CPaaS offers convenience in the process of interaction between business people and their customers. Users can experience the benefits offered by CPaaS, among others, this technology offers real-time communication solutions that can be used to expand the reach of business people to customers. Then users can broadcast information via messaging applications such as SMS, WhatsApp, Telegram, and others. In addition, CPaaS makes the time and costs incurred by business people more effective and efficient. The type of service can also be tailored to the needs of each user.
CPaaS Market in Indonesia
Predicted that between 2021 and 2031, the market for CPaaS will experience an increase due to an increase in the demand for contextual communication that can improve the customer experience. Increased demand also includes demand for easy and inexpensive communication services, simplicity of conversion to hybrid models, high market availability, and enhanced services.
Experts predict that the CPaaS industry will generate sales of more than $34 billion by 2026. Then by 2025, it is predicted that 95% of global companies will utilize CPaaS technology that supports APIs to improve the digital competitiveness of enterprises. Therefore, it can be said that the CPaaS industry will experience continuous development.
In Indonesia, CPaaS players are starting to expand their portfolio to other IT services. One form of this expansion is the movement made by Infobip which expands its portfolio to Data Center services. The data center will be used to answer the needs of Infobip facilities, while the rest will be sold to various segments that require a data center such as the retail industry, F&B, logistics, fintech, and others.
CPaaS is predicted to be the main tool in conducting advertisements through its conversational feature. Through features equipped with Natural Language Processing (NLU) and Artificial Intelligence (AI), it allows brands to carry out two-way communication with customers.
As CPaaS adoption is getting popular in Indonesia, companies in Indonesia must be ready for the future trends, as stated below :
1. Enchanting video features
Programmable video enhancements made by CPaaS will offer digital interaction with video. Gartner reports that CPaaS video growth will reach 80% by 2022. As companies continue to adopt cloud-based video conferencing, the CPaaS industry has a huge opportunity for growth in video.
2. Increasing data privacy
One of the solutions offered by CPaaS is to increase security with encryption. Enforcement of sophisticated encryption and no access to message content will make CPaaS companies better equipped to offer better security.
3. Improving omnichannel offerings
Users want easy access to omnichannel service providers with one integrated API. CPaaS providers tend to invest in visual builds to improve omnichannel customer service. For example, the use of bots to fulfill customer requests.
4. Advancing messaging apps
Customers tend to look for business people on the communication platforms they use the most, so businesses must be able to adapt. CPaaS will expand to include endless messaging applications and dive deeper into conversational capabilities.
5. Social Commerce
There are new opportunities in the CPaaS space beyond just providing communication services. The opportunity is financial services and social commerce to offer a unique selling point. Currently, social media such as TikTok and WhatsApp are not only communication platforms that display a variety of interesting content but also have a sales function. This can be utilized by CPaaS to use social media as a channel to interact with customers in increasing sales.
6. More players entering the industry
There are several CPaaS players who have successfully made their name in this industry such as Twilio and Vonage. Because the potential for income in this field continues to grow and develop, it is possible that new players will appear to participate. This is also the reason for the birth of CPaaS providers in Indonesia.
CPaaS Companies In Indonesia
OCA Indonesia
OCA Indonesia is a start-up fostered by Telkom and has become part of the Telkom Digital Solution, helping companies increase business productivity and efficiency through the provision of omnichannel communication solutions for integrated digital media and communications as well as reliable connectivity.
OCA (Omni Communication Assistant) has grown and helped more than 5.000 small businesses to large businesses and is connected to more than 2.927.294 consumers. OCA is proud to be an omnichannel communication solution, which is flexible enough for any business needs.
Product from OCA is constantly evolving to meet many communication needs, such as sending SMS, Email, Call, WhatsApp, and many more. So that our products make your business connect with customers faster and safer.
CPaaS services by OCA Indonesia are flexible compared to our competitors. Most CPaaS providers don’t open their services to users to see or have any free trial unless you request a demo. With OCA, you are not only can request a demo, but you can try and use all of our services by registering from our website.
We envision CPaaS should be accessible for all types of business. So, we open our services for you to try. Unlike other competitors, we provide you with a free trial too and you can try almost all of our services. Not to mention you can subscribe to our services at an affordable price.
One more thing that makes OCA special among other CPaaS providers, is that you only need to pay for what you use. For example, you want to send an email campaign to 300 contacts but you don’t need other channels like SMS or Call. You only need to top up and pay for the 300 email quotas.
Isn’t interesting to know more? Why don’t you tell us what you need by clicking the button below?
Barantum
Barantum is an industry that carries the concept of a CRM and Call Center-based application that was founded in 2013. By carrying out the vision and mission of being one of the best CRM application companies in Indonesia, Barantum tries to accept the challenge to move forward together to achieve success. The company’s hope is to provide the best solution for all industrial sectors that want to improve the performance of the sales and marketing team according to the target to be achieved. The company offers several products including sales CRM applications, customer service systems, and omnichannel.
Qiscus
The company, which was founded in 2013, wants to strengthen its commitment to becoming a world-class tech company. Qiscus focuses on helping businesses meet customer expectations to improve customer experience. This CPaaS technology provider offers several features including omnichannel, WhatsApp Business API, chatbot, Qiscus app center, Qiscus call center, and so on. Currently, Qiscus has helped more than 1000 businesses from 23 industries.
Mekari Qontak
Qontak is a software as a service (SaaS) company that develops applications for business needs on omnichannel communication and Customer Relationship Management (CRM). The Qontak platform has been integrated with WhatsApp, Facebook, and Instagram. In 2021, Qontak was acquired by Mekari with the aim of strengthening product services with better solutions.
Wappin
Wappin is a company that was developed in 2018 and is part of PT Elektronik Payment Solutions which provides digital communication solutions for companies in the form of the WhatsApp Business Platform. Wappin offers various solutions in the form of WhatsApp Business API, notifications, customer service, and Wappin Go. Wappin wants to help build good customer engagement with easy-to-use technology.
Summary
With all the benefits and potential of CPaaS, you must be interested to try one. You don’t have to do any research or try and compare all CPaaS providers. You can try OCA instead because you can register for free. Or you can contact us so our representative can help you with your needs.
