What is Cloud Communications Platform as a Service?

| Updated on February 13, 2024

As digital technology and internet services continue to grow, so does the need for an effective way to communicate with customers, partners, and other organizations. Cloud Communications Platform as a Service is one way to build enterprise-class communications features into your business applications without creating them yourself.

Buckle up if you’re new to the topic. In this article, we break down the meaning of Cloud Communications Platform as a Service and how to choose the right cloud communication platform for your needs. 

What is Cloud Communication as a Service?

Cloud Communications Platform as a Service (or CPaaS) is a cloud-based environment that allows businesses to embed real-time communication capabilities into their existing applications.

CPaaS solutions provide APIs and SDKs that enable the integration of voice and SMS messaging channels with other applications. 

Some examples of what you can do with CPaaS include:

  • Send and receive SMS messages from within a CRM system.
  • Combine in-app chat with voice and video calling so users can communicate with one another more efficiently.

Beyond simple VoIP, the latest innovations in this space include IP messaging, video conferencing, web real-time communication (WebRTC), and instant messaging. 

How Does Cloud Improve Communication?

When you work in an organization, communication is a challenge. People come and go, and it can be difficult to keep track of what’s going on. There are times when it can be helpful to have a broad overview of the situation, but for the most part, communication within an organization needs to be streamlined.

Here are a few ways cloud communication improves business communication:

Real-time Collaboration

The most effective teams work together in real-time, whether they’re in the same building or thousands of miles apart. Cloud-based tools let your team collaborate in real-time, building off each other’s ideas instead of waiting to share their thoughts at the next meeting.

Mobile Accessibility

More than half of adult Americans own smartphones, laptops, and tablets. Cloud communication services make it possible for your team to work on the go without having to worry about security or compatibility issues.


As your business grows, it will likely be accompanied by an evolution of needs and priorities for your IT department. Cloud communications enable you to scale both up and down as needed without having to buy or lease new hardware or worry about server space. 

For example, the cloud communications platform provided by BSG WORLD SERVICE, a global communication platform, is ideal for companies of all sizes. Small, mid-sized, and large businesses can get the tools they need to stay in touch with the people that matter to their business while only paying for what they use. 

Essential Features to Look for in a Cloud Communications Platform

It is no secret that the world of IT is constantly changing. It is also no secret that the demand for modern and efficient solutions to handle ever-changing business needs is also increasing. But, with so many cloud-based solutions overwhelming your choices, how do you find the best solution for your needs?

Here are some of the most important communication building blocks to look for:

Call Routing

You want your callers to be able to reach the right person as quickly as possible. This means setting up an auto attendant that asks callers who they’re trying to reach and then routes them accordingly. 

Team Messaging

If your team is using a single communications platform, you’ll want it to have built-in team messaging features so your employees can send messages back and forth without having to use separate platforms like Slack or Microsoft Teams. 

A Reliable Network

Dropped calls and lost data should be the least of your concerns. It’s important to know whether the provider uses its own network or has partnered with a carrier to foresee how reliable it will be.

Flexible Software Development Kits (SDKs)

Look for an option that offers SDKs for iOS and Android apps so your employees can use programmable communications platforms on their smartphones, tablets, and their computers. 


You want a communications platform that offers enterprise-grade security since customer data and other sensitive information must be protected at all times. 

Easy Integration with Existing Systems

If your company has recently rolled out new CRM software, it makes sense for your telephone system to integrate seamlessly with these tools. 

Video Conferencing

Video conferencing allows your team to be more productive and spend less time traveling to meetings, which saves them both time and money. 

File Backup and Sharing

Just like in the office, you’ll need a way to share files securely with your remote employees and not lose essential information. The best cloud communications platforms provide file backup and sharing capability. 

24/7 Support

Unexpected breakdowns and downtimes can bring down your entire communication system. Look for a platform that offers 24/7 support to fix arising problems fast.

Final Thoughts

If you’re looking for a way to customer communications and employee collaboration, at any time, on any device, CPaaS might just be what you need. The ability to communicate with clients or partners 24/7 on any device and from any location is paramount for the success of your business.

Adam Green

Adam believes it's pretty cool to be a software expert, but it's much cooler to share all the expertise he has gathered in all his years of experimenting and learning. He is contributing his knowledge and skills to Get Assist and also been featured as a contributor in many popular tech sites.

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