Routelink Group has called on businesses to adopt a Communication Platform as a Service to stay ahead of customer expectations and improve communication strategies.

A statement provided to our correspondent by the firm on Sunday indicated that experts discussed how CPaaS offers cloud-based solutions that simplify communication and foster business growth.

The Programme Director of MTN-IT Operations Services Management, Tech Mahindra, Steve Obiago described CPaaS as a transformative technology that allows businesses to integrate communication channels, such as voice, video, and messaging into their apps and websites seamlessly.

“With CPaaS, it is possible to embed high-quality voice and video calls directly into your app or website without relying on third-party services. It allows businesses to build rich, interactive communication features for personalized customer interactions,” Obiago explained.

He also highlighted the importance of real-time interaction with customers, which CPaaS facilitates through instant messaging, automation, and steady support via AI chatbots.

“CPaaS puts an end to siloed communication by integrating voice, chat, email, and social media channels into a unified contact centre solution, ensuring consistent, high-quality support,” Obiago stated.

Also, the Group Chief Executive Officer of Routelink Group, Femi Adeoti, further emphasised that CPaaS allowed for rapid implementation of new communication features, enabling businesses to launch new products and services faster.

“What is more, it offers endless customization, making it suitable for any business, whether in retail, healthcare, or financial services,” Adeoti said.

He also explained the flexibility of CPaaS, which supports industries like e-commerce with personalised offers, order updates, and automated customer service.

“In healthcare, it enables secure video consultations, appointment reminders, and prescription notifications, enhancing patient experience while ensuring regulatory compliance,” he added.

Adeoti highlighted that CPaaS was equally beneficial for the financial sector, where it enhanced security with transaction alerts, fraud prevention, and personalised financial advice.

“It helps businesses create a comprehensive customer support ecosystem across SMS, email, social media, and chat,” he noted.

Routelink recently organised a programme to promote cybersecurity awareness in Nigeria.