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CPaaS (Communications Platform-as-a-Service)

In this article

CPaaS stands for Communications Platform as a Service. It is a cloud-based platform that provides developers and businesses with a set of APIs (Application Programming Interfaces) and tools to enable real-time communication capabilities such as voice calling, video calling, SMS, chat, and more, directly into their applications or services. CPaaS platforms abstract the complexity of communication technologies and infrastructure, allowing developers to integrate communication features into their software applications quickly and easily.

How does CPaaS actually work?

1. APIs and SDKs: CPaaS platforms offer a range of APIs and SDKs that developers can use to incorporate communication functionalities into their applications. These APIs enable developers to send and receive messages, initiate voice or video calls, handle user authentication, and manage communication sessions programmatically.

2. Infrastructure: Behind the scenes, CPaaS providers manage the underlying infrastructure required for real-time communication, including servers, networks, protocols, and carrier connections. This infrastructure ensures reliable and secure communication delivery across different devices and networks.

3. Integration: Developers integrate CPaaS APIs and SDKs into their software applications, whether it’s a mobile app, web application, or backend system. By embedding communication features directly into their applications, businesses can offer seamless and integrated communication experiences to their users without the need for third-party communication tools or services.

4. Customization: CPaaS platforms typically offer customization options, allowing developers to tailor communication features to meet their specific requirements and branding guidelines. Developers can customize user interfaces, implement advanced functionality, and integrate with other services or systems to create unique communication experiences for their users.

What are the benefits of CPaaS for organizations?

Benefits of CPaaS for organizations include:

1. Rapid Development: CPaaS enables rapid development and deployment of communication features, reducing time-to-market for new applications and services. Developers can leverage pre-built APIs and SDKs to add communication capabilities without having to build and maintain complex infrastructure from scratch.

2. Scalability: CPaaS platforms offer scalability to handle fluctuating communication demands, whether it’s a small-scale application or a large-scale enterprise deployment. Organizations can easily scale their communication infrastructure up or down based on user demand and business growth.

3. Cost-effectiveness: CPaaS eliminates the need for upfront investments in communication infrastructure and maintenance costs associated with on-premises solutions. Organizations pay for CPaaS services on a pay-as-you-go or subscription basis, reducing capital expenditures and providing predictable pricing models.

4. Flexibility: CPaaS platforms offer flexibility to support a wide range of communication channels, devices, and use cases. Organizations can integrate voice calling, video calling, SMS, chat, and other communication features into their applications to meet the diverse needs of their users.

5. Innovation: CPaaS enables organizations to innovate and differentiate their products and services by offering advanced communication features and experiences. By leveraging CPaaS capabilities, businesses can enhance user engagement, improve customer satisfaction, and drive competitive advantage in the market.

How to pick a CPaaS provider?

When selecting a CPaaS provider, organizations should consider the following factors:

1. Features and Capabilities: Evaluate the range of communication channels, features, and functionalities offered by the CPaaS provider to ensure they align with your organization’s requirements and use cases.

2. Reliability and Performance: Assess the reliability, uptime, and performance of the CPaaS platform, including network coverage, call quality, message delivery rates, and latency.

3. Security and Compliance: Verify that the CPaaS provider adheres to industry standards and best practices for security, data privacy, and regulatory compliance, such as GDPR, HIPAA, or PCI DSS.

4. Developer Tools and Documentation: Look for comprehensive developer tools, documentation, and support resources provided by the CPaaS provider to facilitate integration and development workflows.

5. Pricing and Billing: Understand the pricing model, pricing structure, and billing terms offered by the CPaaS provider, including usage-based pricing, subscription plans, and additional fees for premium features or support.

6. Integration and Customization: Assess the CPaaS provider’s compatibility with existing systems, APIs, and development frameworks, as well as its flexibility to support customization and integration requirements.

7. Support and SLAs: Evaluate the level of technical support, service level agreements (SLAs), and escalation procedures provided by the CPaaS provider to ensure timely resolution of issues and continuity of service.

By carefully evaluating these factors and selecting a CPaaS provider that meets their specific needs and objectives, organizations can leverage the benefits of CPaaS to enhance communication capabilities, drive innovation, and deliver exceptional experiences to their users.

CPaaS examples and use cases

With the flexibility that CPaaS offers there really are no limits to the communication use cases that can be covered, but here are a sample that Infobip customers currently use our APIs for – covering channels including SMS, email, WhatsApp, Messenger, Viber, and web chat.


  • Order confirmations and shipping updates
  • Marketing messages – both scheduled and triggered
  • Appointment reminders
  • Alerts
  • Customer service and support
  • Review requests, including surveys and polls


  • Omnichannel 2FA messages
  • Password reset notifications
  • New device account login notifications
  • Voice authentication

Voice communication

  • Video and audio conferencing
  • Call transcripts
  • WebRTC calling
  • Number masking
  • Text to speech messaging
  • IVR (Interactive voice response)
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