Routelink Group has called on Nigerian businesses to adopt Communications Platform as a Service to improve customer experience and streamline communication.
Speaking at a recent webinar titled “Transforming Business Communication: How CPaaS Can Enhance Customer Experience,” the Co-founder and Group Chief Operating Officer of Routelink, Stanley Oduah, described CPaaS as a game changer in customer engagement and loyalty for businesses in Nigeria.
He explained that CPaaS enables real-time, personalised interactions across multiple channels such as voice calls, SMS, WhatsApp, video calls, and email, directly integrated into business applications without building new infrastructure from scratch.
“As a cloud platform, CPaaS helps businesses reduce customer support costs by automating routine interactions like reminders and FAQs through bots or automated workflows,” Oduah said. “It saves time, money, and improves customer satisfaction.”
He emphasised CPaaS’s flexibility and scalability, noting that it is suitable for businesses of all sizes, including retail, banking, healthcare, and logistics. “It’s not just for the big players. You can start small and scale as your communication needs grow,” he added.
To encourage adoption, Routelink offered a free Proof of Concept (POC) to the first three companies that reached out after the session, allowing them to experience CPaaS before making a full commitment.
The Director of Products and Innovation at Globe Teleservices, Alok Maurya, highlighted the simplicity of integration through APIs. He said CPaaS works seamlessly with existing CRMs such as Salesforce, Microsoft Dynamics, and Zoho.
“CPaaS enhances what you already have without requiring a total system overhaul,” Maurya noted. “With Routelink’s local support, businesses receive setup guidance and staff training.”
Maurya also addressed security and privacy concerns, stating that CPaaS comes with built-in security features such as end-to-end encryption and compliance with global standards like GDPR and HIPAA, making it suitable for industries with high data sensitivity like banking and healthcare.
He advised businesses not to overwhelm their systems during implementation. “Start small with one or two use cases. CPaaS is about orchestrating customer journeys, not just sending messages,” he said.
Looking ahead, Maurya projected increased adoption of AI-driven communications, smart routing, and omnichannel orchestration that allows businesses to switch smoothly between different communication channels while personalising customer experiences in real-time.
The PUNCH reported that Routelink, a technology firm, had organised a programme to promote cybersecurity awareness in Nigeria.
