Global CPaaS/Voice Whitepaper

What to Look For in a CPaaS and Programmable Voice Vendor to Ensure Great CX

Whitepaper

Great customer experience (CX) is more important than ever to stay competitive. Today, syncing voice with less traditional channels isn't quaint — it's an upgrade. Voice is now about so much more than a phone call — it enables great CX alongside those other channels. Find out what S&P Global Market Intelligence's research says to look for in a programmable voice and Communications Platform as a Service (CPaaS) vendor!

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What are CPaaS and programmable voice, anyway?

How do the agility of CPaaS and the customizability of programmable voice work together to help you connect with customers? Let’s find out.

What can you accomplish with programmable voice and CPaaS?

Restaurant Chains Streamline Order Taking Using Conversational AI

What should you focus on when evaluating a CPaaS vendor?

Choosing the right CPaaS provider is key for optimizing your CX. Keep these criteria in mind when choosing a CPaaS vendor.

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Connectivity

What kind of connection technology does the CPaaS vendor offer?

Range and Type of Communications APIs

Does the vendor offer a full suite of communications APIs to allow for multichannel integration?

Engaging CX

Does the CPaaS vendor enable programmable voice and conversational AI for a strong CX?

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With conversational AI, customers can place orders via mobile phone or drive-through.

With a voice API, a healthcare provider can automate routine calls with voice bots, boost customer satisfaction with sentiment analysis, answer patient calls quickly, and free up staff to handle complex tasks.

Healthcare Provider Streamlines Patient Communications Using Voice

Woman with headset working at a call center

CPaaS (Communications Platform as a Service) refers to a cloud-based delivery platform that allows you to manage all your communications technology in one place.

Programmable voice is the future of voice technology—it allows you to make, receive, and monitor voice conversations within your app or website.

These are the connective tissue between programmable voice and the CPaaS tech stack. For example, a voice API allows you to configure your voice communications and connect back to other channels.

Female owner of flower shop on laptop and talking into a cellphone

Programmable Voice:

Engaging Customer Experiences

Transactional Communications

API Portfolio

Engaging Customer Experiences

Connectivity:

Transactional Communications

API Portfolio

Engaging Customer Experiences

Transactional Communications

Does the vendor offer APIs that support channels beyond voice and messaging?

API Portfolio

CPaaS uses three components — programmable voice, omnichannel experiences, and conversational AI — to drive CX.

What should you consider in your CPaaS evaluation framework?

CPaaS

Manage all communications in one cloud-based platform with Communications Platform as a Service (CPaaS).

Communications APIs

Connect the voice channel to other channels on your CPaaS platform using APIs.

Programmable Voice

Make, receive, and monitor voice conversations within your app or website.

Woman in open office talking on a phone, standing in front of a laptop and taking notes

Man with headset working on laptop in kitchen. Family working at the sink in the background

Woman looking at phone with city lights in the background

Geographic Coverage:

Is the vendor focused on enterprises or developers?

Omnichannel Experiences:

Conversational AI:

Illustration of woman wrapped in a blanking speaking with a doctor over the phone

Illustration of a woman excepting a pizza delivery

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Provides the ability for customers to use their natural speaking voices. Embed voice into your native applications and website.

Empowers customers to engage with you on their preferred channels.

Personalizes your CX in your brand’s unique voice.

Range and Type of Communications APIs:

Does the CPaaS platform offer PSTN and IP-based services? Does it handle SMS and voice routing?

In which countries is the platform available, and does the vendor offer support in your region?

Go-to-Market Focus:

Engaging Customer Experiences

Transactional Communications

API Portfolio

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