Communications Platforms as a Service (CPaaS) are becoming an important tool for transforming business communications in Nigeria. Stanley Oduah, COO of Routelink Group, shares his insights.
Introduction to CPaaS
Stanley Oduah, co-founder and COO of Routelink Group, described CPaaS not merely as a tech solution but as a game-changing tool for businesses in Nigeria. He noted that the use of CPaaS significantly improves customer interaction.
Benefits of CPaaS for Business
Oduah stated that CPaaS facilitates faster, more personalized, and convenient communication with customers. The platform enables businesses to interact in real-time and through customers' preferred channels. CPaaS allows the integration of communication features, such as voice calls, SMS, and video calls, into company applications. It also reduces customer support costs by automating many interactions, like reminders and FAQs.
The Future of CPaaS and Its Development
According to Alok Maurya, Director of Products and Innovation at Globe Teleservices, CPaaS will evolve through increased AI-driven communication and omnichannel orchestration. He emphasized the importance of security and privacy, which is especially relevant for industries such as banking and healthcare. Maurya advises starting with small projects when implementing CPaaS to avoid critical mistakes.
CPaaS continues to change business approaches to communication in Nigeria, providing improved customer experiences and optimizing information exchange processes.
