What is the difference between CPaaS and CCaaS?

CPaaS vs CCaaS: Differences, Similarities & When to Use

What is the difference between CPaaS and CCaaS

CPaaS vs. CCaaS – Which is Better for Businesses?

Nowadays, businesses are operating with different developments than the ones that have been in place before. Many businesses are taking advantage of cloud technologies and transferring into the virtual world which opens them up to the world of service providers that can help in their transition. Also known in the industry as “as a service” solutions that help provide an improved customer experience and enhance business communication using the cloud.
Knowing which one is right for your company is the first step to learn what each of them is and what it can offer. With all the terms and acronyms that are available it’s hard to keep track of. In this article we’ll review CCaaS along with CPaaS. What is the size of the Ccaas US market? The Cloud Contact Center as a Service (CCaaS) business has seen a rapid increase in recent times changing the way companies manage interactions with customers. Within the United States, where customer service is the foundation of various industries and businesses, this CCaaS market has seen remarkable growth. We’ll dive into the size of the CCaaS market within the US and analyze the elements driving its rapid growth.

Table of Contents

Difference between CPaaS and CCaaS

What is the difference between CPaaS and CCaaS?

What is the size of the Ccaas US market? The size and scope of Ccaas US market? The market size of the US CCaaS market is estimated at USD 5.15 billion in 2023 in accordance with Fortune Business Insights. The market is expected to expand at a rate of 18% in the 2023-2030 forecast timeframe to reach USD 16.43 billion in 2030.
A CPaaS platform provides APIs, SDKs, as well as instructions for developers to integrate an outbound capability that is isolated, similar to outbound calling into the software code of your app which opens up new applications. This API is built on the business applications you already own and created.
In contrast the CCaaS solution doesn’t just offer a communication feature, but also an entire solution for contacting and a range of features, channels, and tools. You sign up to a full application, which is hosted and managed through the company that provides it.
This table summarizes the major distinctions among CPaaS as well as CCaaS:
Feature CPaaS CCaaS
  • Target audience
  • Developers
  • Contact centers
  • Deployment model
  • Self-service
  • Fully hosted and managed
  • Customization
  • Highly customizable
  • Less customizable
  • Features
  • Basic communication features 
  • Comprehensive contact center features 
  • Pricing
  • Pay-as-you-go
  • Subscription-based

What is CCaaS?

CCaaS refers to a Contact Center as a Service. It’s an online platform that is designed to ease the burden of businesses that need to communicate with their customers. The platforms or businesses that provide them can be utilized for all types of back-end communication services that offer cost-effective and adaptable options for today’s business.
What is CCaaS
They come in various shapes and sizes. The aim is to communicate with customers faster than ever before. CCaaS improves the consistency of communications throughout the entire customer journey, even if you outsource certain aspects of the job. Most platforms include features like:
  • Virtual attendants
  • Advanced reporting tools
  • Call recording options
  • Agent coaching and live monitoring
  • Softphone for inbound and outbound dialing
  • Automated call routing and distribution
CCaaS provides a fast start-up and offers a decent value for money and a wide range of features to choose from. It is also possible to observe performance and track calls. Furthermore many of these devices come with “plug and play,” meaning they can be used right from the time of installation. They also have customizable features for those who wish to use them. If you’re in a position to make your team more productive with this feature, it could be the best way to manage your communications better.

Crucial Features of CCaaS

  • CCaaS includes Call recording as well as management, which improves the quality of calls and improves customer service.
  • The calls can be completed quickly by a couple of clicks instead of dialing a phone number.
  • Includes software analytics tracking and customer experience tracking features.
  • One of CCaaS features is whisper coaching where supervisors are able to hear the agent’s voice so that they can provide advice to the agent.
  • Features that include IVR that connect callers to the appropriate department.
  • Includes the feature of virtual attendants
  • CCaaS platform is a cloud-based interface, through which agents are able to connect and collaborate from any part of the world.
  • One of the key characteristics that is a part of the CCaaS system is Live Feed, through which supervisors can track the agent’s activities in real time.
There is an increase in demand and the implementation of CCaaS platform. Based on the predictions of experts, the CCaaS market is expected to grow to $27 billion over the future. The expansion of the CCaaS platform has increased dependence on digital communications channels.

Benefits of using CCaaS

Implementing CCaaS within your company’s tech stack offers a number of benefits to increase the efficiency of the efficiency of your call management as well as your customers’ experience (CX) which include:
  • Speed to first call: Plug-and-Play capability. IT is able to easily install the platform and agents are able to begin using it once they have access to the software on their devices.

  • Cost-effective: The expense of utilizing CCaaS is considerably lower than the expense of equipment, server space, and special maintenance that an on-site call center system needs.

  • Feature variety: Features including text, voice video calls, app and channel integrations as well as tools to improve customer experience are all part of the cloud-based CCaaS platform. Your customers can interact with your business through a variety of methods by using SIP integrations.

  • Analytics: CCaaS allows companies to monitor calls, analyze the content of calls and track the performance of agents and their KPIs.

  • Elevate CX: Customers are able to contact your company in the ways they’d like to – social or mobile, email, live chat, or phone agents do not have to go between different devices to reply.
What is CPaaS

What is CPaaS?

CPaaS is a shorthand as Communications Platform as a Service and is a specially created communication tool that can help companies improve their communication capabilities. The platform provides integrated development environments to facilitate the integration of communication capabilities quickly and easily.
In simpler terms, CPaaS is a cloud-based delivery model that allows organizations to add video, voice and messaging capabilities to their business software by using APIs. With the aid of CPaaS the business can completely customize its communication stack. With this platform, companies can allow their employees to communicate with their customers and one another via any device they wish.

Crucial Features of CPaaS

  • One of the greatest advantages of CPaaS is the fact that it provides the ability to reach across both global and regional areas. If a business has implemented the CPaaS platform and has any brands they have partnered with, they will gain access immediately to a variety of carriers across the globe.

  • CPaaS is flexible, reliable and secure. Businesses using CPaaS can easily increase or decrease their capacity based on their current requirements. The benefit is that companies are only required to pay for their usage.

  • The most popular CPaaS platform can be used with a variety of programming languages. It’s also easy for in-house programmers of an enterprise to modify their communication systems. Any code they have already learned developers can apply the code to alter the CPaas.

  • The CPaas platform brings the features of the most modern IP communications systems as well as traditional phone networks.

Key Benefits of CPaaS

Let’s see the way this CPaaS technology can benefit you.
  • With CPaaS technology it will have required training for staff and employees. CPaaS can be used to allow employees to be trained using a brand-new software program and is not a brand new communications ecosystem.

  • CPaaS can be scalable, which means businesses of all sizes are able to effectively make use of it. Additionally, there is no requirement for infrastructure or hardware to set up when it comes to CPaaS.

  • CPaaS is reasonably priced and therefore an excellent choice for small-scale enterprises. In comparison to other on-premise systems, CPaaS is cost-effective as it allows businesses to pay only for services they require and use. Additionally, CPaaS platforms have a community-based structure that results in lower developer-related expenses.
CPaaS vs CCaaS

Difference between CPaaS and CCaaS

  1. Objective difference: The major distinction between the two CPaaS or CCaaS is the type of services they provide to companies. CPaaS assists organizations in creating and building their individual communication structure by modifying the existing equipment. This will ensure a secure network both inside and outside of the company.

    However, CCaaS aims to improve the consistency of business interactions with clients using channels that are favored by clients. CPaaS could be described as a backend messaging site that provides flexibility and benefits in terms of cost savings. CCaaS On its own, is an opportunity for the transmission of data to call centers, enabling seamless collaboration with clients, without issues.

  2. Business domain difference: Both of them aim for guaranteed cost adequacy. However they differ in the manner they allow for flexibility. CPaaS allows organizations to be flexible through the use of tools that are specific to their business communications needs. However, CCaaS is complete, flexible programming that allows you to work with the client simple and fast.

  3. Compatibility difference: CCaaS is a great option and efficient for clients-driven companies such as call centers. CPaaS is, on the other hand, more on creating a bridge between the employees of an organization or, sometimes, customers and the company.

  4. Usability difference: Companies that are establishing call centers should certainly consider CCaaS. This is because it steps into the role of an alternative to software’s inflexibility. CPaaS is, on its other side, assists companies by providing cloud-based communication services like chatbots, video calls and more, by constructing their own contact center software.

  5. Cost efficiency difference: CPaaS that provides additional tools for software used by the company costs less than CCaaS. This is due to the fact that it is much more focused on adjusting to and changes. CCaaS is generally higher priced because it is an entirely custom solution for businesses who want to establish their own call center.

  6. Development process difference: CPaaS providers must form a team of developers with the required abilities to create software that functions well and includes all features that are built-in. CCaaS can be used as an additional program that can be integrated into the contact center software businesses already use.

  7. Customizability difference: CPaaS can help companies and businesses customize communication channels according to the requirements of their clients and needs. CCaaS is not flexible and requires numerous changes to the product’s code regarding the customizing of specific features and the tools.

Comparison of CPaaS, CCaaS & UCaaS

Let us compare the core attributes of CPaaS, CCaaS & UCaaS:
Small enterprises have traditionally driven UCaaS solutions, but as traditional and on-premises UC facilities failed to fulfill the cooperation needs of distant workers during the pandemic, adoption amongst major businesses grew.
Because contact centers are more intricate and have numerous moving parts, CCaaS adoption has trailed behind UCaaS acceptance in larger enterprises. However, similar to UCaaS, the addition of BYOC has rendered CCaaS a much more appealing choice for businesses with on-premises contact centers.
CPaaS can be approached in two ways by businesses. They could use vendor-provided APIs to create their existing applications.
The buyer in charge of an institution’s UCaaS procurement varies according to the size of the company.
IT and consumer experience (CX) executives are among the CCaaS buyers.
IT is largely accountable for overseeing the APIs throughout this self-service strategy for app development.
In smaller firms, the UCaaS buyer is usually the telecom manager, whereas in big organizations, the UCaaS buyer is usually the CIO.
The IT division is often in charge of platform purchases, but CX leaders are in charge of app purchases.
Another option is to leverage CPaaS APIs to allow communication across apps for various business processes.
While UCaaS, CCaaS, and CPaaS provide a variety of benefits they share some common benefits. Those include:
  • Cloud-based administration (fast and easy setup without hardware)
  • Lower cost than standard phone networks
  • Improves efficiency by implementing representative methods and minimizes mistakes through automation and integration.
  • Flexibility and versatility: Advanced Analytics and Reporting Options
  • Cloud-based applications for call centers have become a viable option to expand a community of callers and ensure cost-effectiveness.
In addition, the user experience is also continuing to improve. UCaaS, CCaaS, and CPaaS are more viable options than the traditional on-premise phone frameworks or the old innovations that were in use some time ago.

CCaaS: When to Use It?

If your company is not equipped with an app or internal developers, you can use CCaaS to provide a variety of functions in communication and communications channels. The most important aspects to take into consideration when deciding on your CCaaS solution are:
  • Pricing
  • Performance Analytics
  • Third-party integrations
  • Phone system calling costs/rates
  • How long will it take to train new agents until they fully adopt the software

CPaaS: When to Use It?

If you already use a messaging app, or you want to add some isolated channels, consider CPaaS. Important factors to consider when deciding on your CPaaS solution are the following:
  • Pricing
  • Analytics
  • Skills-based routing
  • Messaging, chat, and social media

Frequently Asked Questions

The CCaaS (contact center as a service) platform is a cloud-based software program that provides communication channels and features for end-users.

A good example of CPaaS is the case where Uber utilizes Twilio’s messaging service to inform you that your car is at the curb. The Twilio API facilitates communication between the Uber app and cellular carriers.

According to Statista, the CPaaS market is currently more than $5.9 billion. It is predicted to reach $17 billion by 2023.

  1. Cloud-based administration (fast and easy setup without hardware)
  2. Costs lower than traditional telephone networks
  3. Improves efficiency by implementing representative methods and reduces the chance of errors through automation and integration.
  4. Flexibility and versatility
  5. Advanced analytics and options for reporting

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