The impact of Covid-19 has forced businesses to introduce new workflows and procedures. The implementation of a number of protocols and the implementation of quarantine are aimed at reducing face-to-face contact between companies and consumers. Automatically all forms of communication must be done remotely. To support the ongoing connection between the company and its customers, they utilize various digital channels.
Business people are starting to see and take advantage of various digital channels to support new formats of interacting with customers. In this case, CPaaS is one of the solutions to the company’s needs because CPaaS offers a tactical and fast response to improve workflow and can integrate various communication channels.
The CPaaS industry is expected to experience growth due to increased demand and usage, especially since the pandemic hit. From the survey results, it was found that Covid-19 accelerated the company’s digital communication strategy for an average of 6 years. Meanwhile, 97% of enterprise decision-makers believe that the pandemic is accelerating their company’s digital transformation.
The Covid-19 pandemic is driving companies to accelerate digital transformation. For example, in March 2022, the company Syniverse entered into a global relationship with Kore.ai to support its communication platform as a CPaaS service strategy by providing artificial intelligence (AI).
In addition, there are several factors that have driven the growth of CPaaS at an extraordinary rate, including the following:
- The shift from traditional channels to digital channels improves product delivery and service delivery thereby creating greater operational efficiencies.
- Increasing digital adoption by meeting customer needs will improve the customer experience.
- There is increased flexibility in leveraging real-time communications without having to constantly invest in new back-end infrastructure.
With the acceleration of transformation to digital and the increasing need for CPaaS, it is necessary to know some of the challenges that businesses will face in adopting CPaaS. One of the most common challenges is the lack of expertise in implementing solutions in finding a trusted CPaaS provider, especially for business people who are just intending to use CPaaS services.
Business people don’t need to worry, to answer these challenges what needs to be done is to know the needs of the company and what use cases they want to develop so that business people can choose a CPaaS provider as the right solution. In Indonesia, there are various CPaaS vendors with various solutions offered. One of them is OCA, which offers an omnichannel solution to make it easier for business people to interact with customers quickly and efficiently.
Based on the facts already mentioned, it shows that Covid-19 brought many changes while accelerating digital transformation in business and it became clear that CPaaS together with its flexible API, will improve the customer experience.
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