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Stanley Oduah, the co-founder and group COO, Routelink Group, has disclosed that Communications Platforms as a Service (CPaaS) enables businesses to interact in real-time, and in preferred customer’s channel to make the experience smooth, personalised, and frustration-free.
Oduah made this known during a recent webinar organised by the tech firm providing local support team for CPaaS services in Nigeria, with the theme, “Transforming Business Communication – How CPaaS Can Enhance Customer Experience.”
As customers continue to expect faster, more personalised, and convenient communication, Oduah said CPaaS has helped businesses meet those expectations easily, and has been a major shift in business communication.
“As a cloud platform, CPaaS allows businesses to add communication features—like voice calls, SMS, WhatsApp, and video—directly into their own apps and services without having to build everything from scratch,” Oduah said.
According to him, CPaaS also allows businesses to automate many customer interactions like reminders, FAQs, simple support requests to reduce customer support costs, using messaging bots or automated workflows which reduce the need for large call centers.
Oduah said that CPaaS can deliver communication over Voice, WhatsApp Business, Webchat, RCS (Rich Communication Services), video calls, and email making it possible for businesses to meet customers where they prefer.
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According to him, the webinar was designed to help businesses connect better, faster and smarter with customers. He further disclosed that Routelink also offered a free Proof of Concept (POC) for the first three companies that reached out to it after the webinar as an incentive, to enable them experience CPaaS firsthand before making a full commitment.
“CPaaS is designed to integrate seamlessly with CRMs like Salesforce, Microsoft Dynamics, Zoho, HubSpot, and even custom-built solutions. It enhances businesses’ existing systems by adding communication capabilities without disrupting their workflows.”
Alok Maurya, director, products and innovation, Globe Teleservices, while commenting on the simplicity of deploying CPaaS into a company’s current systems, disclosed that CPaaS security is built-in from the ground up.
“With APIs, CPaaS fits into your existing infrastructure. You don’t need to throw anything away—you simply enhance what you already have. And with Routelink’s local support, businesses get guided setup and training,” Maurya said.
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