2022-23 Communication Platform as a Service (CPaaS) Planning and Strategy Guidance

I find that there are a lot of misconceptions about what CPaaS actually is. The term “Communication Platform as a Service” can mislead you into thinking it is a very broad and inclusive term.

My past several blog posts have been talking about the characteristics of a modern communications platform. We’ve talked about the technical things we need to pay attention to in order to deliver a better end-user experience. We’ve talked about the embracing of a mobile-first philosophy, the need for an 11-digit E.164 dial plan to enable better directory integration and click-to-call, the advantages of SIP signaling for endpoints, and so on. We’ve still got a few topics to talk about, but I wanted to share a personal experience I had recently that reminded me why it is so critically important to have these modernization conversations proactively as opposed to waiting until it’s too late.

Continuing our discussion of Communication Modernization from my last post, I want to talk about migrating to SIP endpoints. What about SIP trunks, you ask? I’m not sure I’d consider SIP trunks a “modernization” thing anymore. Many made that switch a LONG time ago—it’s a complete no-brainer for most customers that I deal with. Reduce hardware, decrease cost, increase flexibility, easier redundancy… what’s not to love? No, instead I’m talking about hardphones and softphones. Using SIP as the signaling protocol is almost always the right answer. Let’s talk about why.

When people talk about endpoint modernization, everyone assumes that we’re referring to the elimination of hard physical phones. My response to that is a big MAYBE! If you’re telling me that you’re eliminating hardphones to enable a collaborative architecture that more easily supports a remote and mobile-first user-base, then you had me at hello. But sadly, the response I usually get is “We’re looking to cut costs.” And there, you lost me. I always suggest you recheck your math.

What role does the IT department play in your business? Does it contribute to strategic initiatives, or does it mostly provide day-to-day support for your users and systems?

Recently, I was asked to speak about Public Cloud Services, and specifically, CPaaS (Communication Platform as a Service) during a training call. It was actually really good timing, because this has been a hot topic with vendors, partners, and customers. In those discussions, I find that there’s a lot of misconceptions about what CPaaS actually is. As mentioned, CPaaS stands for Communication Platform as a Service, but even that term can mislead you into thinking that it’s a much broader and more inclusive thing than it actually is.

It goes without saying that 2020 has been the most chaotic year of our lifetime, and changes we have experienced this year are likely to remain in place for the foreseeable future—if not indefinitely. The way that we collaborate with each other at work, the way our children are educated at school, and even how we spend our personal time with clubs, family, and church have changed.

Effective communication is a continual challenge for healthcare providers. Communication challenges amongst patients, payers, and providers are frequently linked to inefficiencies that result in unnecessary costs, care delivery errors, and of course negative patient outcomes. Enabling providers, payers, and patients the freedom to effectively collaborate and share information using the devices and services that are most convenient at any point in time is critically important to solving these issues across the healthcare enterprise and to provide meaningful solutions in areas such as:

While many organizations have begun to move Unified Communications (UC) and Contact Center (CC) applications to the cloud, their cloud journeys are nowhere near complete. Organizations in the midst of this transition would benefit from taking the time to build a smarter path to the cloud by developing a comprehensive cloud strategy that addresses their specific business needs. There is no doubt that the cloud is an incredible business enabler that helps organizations realize a broad range of benefits, including: