UCaaS has been a buzzword in business communication for a few years now. CPaaS, in contrast, has only recently appeared on the scene, but with considerable panache.
As a result, businesses looking to optimize their communications have to face the question which technology to opt for: Unified Communications or Communication Platforms as a service? UCaaS vs. CPaaS?
Even more might find themselves asking: What exactly is the difference between them in the first place? After all, both provide cloud-based communications with seamless scalability, flexibility, and interoperability.
To clear up any confusion, here’s the run-down: What is UCaaS? How is CPaaS different? And, most importantly, which is the right option for your business?
UCaaS: All-in-One Communications, Ready to Go
Unified Communications as a Service offers you the opportunity to centralize all your business communication on one ready-made platform.
Typically, this comes in the form of a provider of VoIP business phone services and also integrates channels like voice and video calling, virtual fax, email, live chat, team messaging, SMS, and MMS.
Most providers also offer a wide array of additional, productivity-enhancing functionalities. These range from advanced call management and auto attendants to AI-based call transcription and analytics.
The major advantage of UCaaS is that you only have to sign up for a service and do a minimal amount of set-up work, before having all your communication channels ready to use for your entire team.
UCaaS platforms are usually accessible through the provider’s desktop and mobile apps. Plus, they often provide integrations for third-party business platforms, such as customer relationship management (CRM) systems like HubSpot and Salesforce.
CPaaS: Giving Developers Freedom to Integrate Communication Anywhere
Unlike UCaaS, Communications Platforms as a Service (CPaaS) systems do not come in a pre-packaged version. Instead, they offer developers the possibility to build real-time communications features into their own apps.
For example, if you’re in the fitness industry, you might decide to launch a fitness app with both standard classes and personalized coaching. CPaaS allows your developers to simply add voice and video calling to this app. Instead of switching to a stand-alone app like Zoom, users can video call their personal trainers directly, never leaving your fitness app.
CPaaS providers let your developers access the same technology that underlies UCaaS solutions through Application Programming Interfaces (APIs). This way, they can use the necessary data center infrastructure, app building frameworks, and pre-built modular solutions.
The range of functionalities that can be realized with CPaaS is similar to what UCaaS offers: voice and video calls, text messages, social media messaging, and web-based chat. It’s also possible to benefit from insights generated through call analytics, and security and anonymity features like two-factor authentication.
However, the fundamental difference to UCaaS is that CPaaS does not come as a ready-made solution. Instead, it provides the fabric allowing app developers to tailor bespoke solutions fitting your needs.
UCaaS vs. CPaaS: Meeting Different Business Needs
UCaaS and CPaaS work not just on similar technology, but also on a similar business model, based on monthly subscriptions to access their service. However, they address different business needs.
If you want an economic, easy-to-use, all-in-one service which requires minimal setup, UCaaS is a brilliant choice for you. UCaaS platforms can smoothly replace a business communication approach fragmented across different apps. They pave the way for friction-less team collaboration and enhanced customer communication. And the additional tools and integrations that most providers offer can help you gain in-depth insights and streamline workflows.
However, if you have the budget and technical capacity for individual development, or simply want a custom-tailored solution to slot neatly into your own apps, then CPaaS is an amazing alternative. It will allow your developers will to integrate real-time communication options to take user interactions to the next level and boost customer satisfaction.
One last thing that CPaaS and UCaaS have in common, though: Both technologies will expand in their market share over the coming years. The UCaaS industry is set to reach a market value of $79.3 billion by the end of 2024.
And according to IDC, the younger CPaaS market is expected to grow to a value of at least $10.9 billion by 2022.
Both UCaaS and CPaaS offer tantalizing communication opportunities for businesses. Which is right for you depends on your individual needs and development capacity.
UCaaS will give you a ready-made, headache-free communication solution with maximum flexibility and adaptability.
CPaaS, in contrast, can provide your developers with unparalleled opportunities to enhance the communication functionalities of your own applications.
Whichever system you choose in the end, though, it will take your business communications to the next level.
Photo Credit: SingleWire