When designing your business communication system, you will come across a variety of solutions. This can make choosing the right solution difficult, especially when they are not defined clearly.
Here, we explain the differences between CCaaS and CPaaS, two cloud-based communication solutions, so that you can make the right choice for your business.
Understanding CCaaS and CPaaS
Communication technology continues to evolve with new advancements, and this evolution has led to terms like UC, UCaaS, CCaaS, and CPaaS. What all these have in common is that they make business communication across borders much more manageable, reliable, and cost-effective.
Let’s look closely at CCaaS and CPaaS, their similarities, differences, features, and benefits.
Related: Business Communication Stats: 2022
Similarities Between CCaaS and CPaaS
Although CCaaS and CPaaS serve different purposes and functions, there are a few similarities between the two services, such as:
- Cloud-based communication services
- Quick installation
- No hardware required
- Low-cost phone system
- Brings automation and integrations to your phone system
- Access to advanced reporting and analytics
- Increases employee productivity
- Scalable and flexible solution
What is CCaaS? Definition, Features, and Benefits
Contact Center as a Service (CCaaS) is a cloud-based method for business and customer communication. A CCaaS platform consolidates multiple voice and calling features and tools in one platform to improve customer and caller experience.
CCaaS Features
- Inbound and outbound calling
- Call queuing
- Call monitoring
- Advanced call routing and IVR
- Low-code/no-code
- Automatic call distribution
- Call recording
- Call analytics
CCaaS Benefits
- Quick startup with a plug-and-play setup
- Cost-effective as CCaaS is significantly less than investing in a legacy phone system
- Variety of voice and call features
- Advanced analytics and reporting to track performance.
What is CPaaS? Definition, Features, and Benefits
Communications Platform as a Service (CPaaS) is a cloud solution that enables businesses to add real-time communication features to their own business applications. In other words, CPaaS lets businesses add their communication features and functionality — through an API — to their existing business setup. This way, you can integrate essential business applications within your other system, leaving you with a custom communication stack.
CPaaS Features
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- Phone number management
- Call management
- Outbound voice calls
- Inbound call routing
- WebRTC-based calling
- On-demand SIP trunking
- Number masking
CPaaS Benefits
- Real-time communication
- Customization
- Easy integration
- Affordable and scalable
Related: Common CPaaS Use Cases
CCaaS vs CPaaS: 6 Main Differences
Here’s an overview of the differences between CCaaS and CPaaS and how they support business communication systems:
| CCaaS | CPaaS | |
| 1. Focus | Focuses on communication with customers | Focuses on all types of business communication (internal and external) |
| 2. Purpose | Enhances business continuity via channels preferred by customers | Ensures smooth connectivity inside and outside the business |
| 3. Benefit | Useful for customer-centric businesses or contact centers | Useful for building a bridge among employees, customers, and the company |
| 4. Flexibility | Complete software that makes customer handling fast and convenient | Offers businesses flexibility to bring in different communication tools based on their needs |
| 5. Compatibility | CCaaS is used as a whole; cannot be fragmented | CPaaS works as a building block combined with other services and channels |
| 6. Customizable | CCaaS is a custom-made option for businesses wanting to set up their own contact center, but does not offer room for changes in its coding. | CPaaS allows you to customize the communication channels according to their needs and customer demands. |
CCaaS vs CPaaS: Which is Right for Your Business?
So, which communication solution does your business need? This depends on what you want to accomplish with an upgraded phone system. It’s a good idea to research and contact different cloud phone service providers to understand what they have to offer and how they can help you migrate your communications to the cloud.
Learn more about the cloud telephony solutions offered by Global Call Forwarding by speaking with our experts. Call us at +1 (561) 908-6171 or chat with us online today!
